TERMS & CONDITIONS

If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Hanro’s relationship with you in relation to this website.

www.hanro.co.uk is a division of Intimates Lingerie LLP, Unit 18, Apple Pie Farm, Cranbrook Road, Benenden, Kent, TN17 4EU, United Kingdom.

The use of this website is subject to the following terms of use:


  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • You may not create a link to this website from another website or document without Hanro.co.uk prior written consent.
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.

PRICE, PAYMENT AND VAT

The price of the product will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of product advised to you is correct. However please see below what happens if we discover an error in the price of the product you order. The price of the product does not include delivery charges. Our delivery charges are as advised to you during the checkout process, before you confirm your order.

Inclusion of VAT. Please note that the price that you will pay is the VAT inclusive amount (where applicable) at the applicable current rate chargeable in the UK which is currently 20%. VAT will be deducted at checkout for goods being delivered to addresses located outside of the UK.

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

We accept payment with credit card, debit card, PayPal and Clearpay. You must pay for the products before we dispatch them. In the event that your credit or debit card is charged before your order is accepted, a full refund (including any delivery costs charged) will be issued as soon as possible in the event that we do not accept your order or should you decide not to proceed with the order. In these circumstances, please contact us immediately to avoid the order being dispatched.
If you think an invoice is wrong please contact us promptly to let us know.

Please note: Import duty may be charged by some countries please do check own countries criteria.

AN UPDATE ON THE ORDER AND SHIPPING PROCESS TO EUROPE POST-BREXIT

From January 2021, all orders placed within the EU, including the Republic of Ireland, will no longer include VAT. Once your order has been dispatched, our courier, DPD, Royal Mail or DHL in some cases, will send your parcel to the appropriate ‘Import Gateway Hub’ and you will be contacted and asked to pay for custom charges and country taxes if applicable (this only applies to items originating outside of the EU). The percentage charged for taxes will depend on the import gateway your order has been sent to. You will have 7 days to respond and make payment for these charges, however if you do not, your order will be returned to us. We can reattempt delivery at an additional charge or alternatively issue a refund for the goods returned, excluding any shipping charges. If you refuse your parcel and it is returned back to us, again we are unable to refund your shipping costs. Please contact us if you have any further questions on the matter and one of our friendly customer service representatives will endeavour to assist you. 

PROMOTIONAL CODES & GIFT CARDS

All promotional codes issued by Hanro.co.uk are only valid on full-priced items. We have the right to cancel an order or request additional funds if the discount has been applied incorrectly. 

All promotional codes are valid for single use only and cannot be reissued or applied to subsequent orders.

Promotional codes have varied expiration dates, please check individual terms & conditions.

Gift cards are valid for one year from the date of purchase. Outstanding balances after this expiry are non-transferrable and void.

In the event a item is discounted after you have purchased it, we are unable to refund the difference to honour the discounted price. We are happy however for you to return this item and receive a full refund so you can repurchase the item at the new discounted price.

RETURNS

All products must be returned in a new and unused state, in perfect condition, and in all original packaging. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances: 

  • the product(s) have been used, worn, damaged or washed
  • you have not returned any packaging which is considered an integral part of a product 

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

All items should be checked for faults, any damages should be highlighted to HANRO within 48 hours of receiving the delivery to make returns claim valid. Items exceeding this time period will be presented to HANRO headquarters on an individual case basis and they will determine the outcome.

For UK orders, we do not reimburse shipping or postage for returns, unless this is due to our error, or the items are faulty. For International orders, we do not reimburse shipping or postage for returns. If your item has been sent incorrectly or is faulty, please contact the Hanro team by email or telephone before proceeding with any return. HANRO will review each case individually and work with you to arrange the most cost-effective return method for both parties.

We do not offer exchanges - if there is an alternative item you'd like, please call us on 01580 241 111 to check availability and to place a new order. Items can sell out quickly, so please contact us promptly to avoid disappointment. If you request an exchange, please note that you will be automatically issued with a refund and notified once this is completed.

When using our free returns service, please ensure that you obtain a valid receipt from the Evri drop-off point as this is proof of return. Without a valid return confirmation, we are not responsible for any losses and as a result, we may be unable to process a refund. You are still liable for the items until a tracking number has been issued.

Due to the impact of frequent returns on our business, we reserve the right to charge a fee for customers who repeatedly return items. If a customer has a history of excessive returns, we may deduct a reasonable amount from their refund to cover processing costs.

PRE-ORDER

The pre-order service offered by Hanro.co.uk allows you to order a product before it becomes available for sale on the website. The following conditions apply for pre-orders:

1. Availability:
Pre-ordered items are sold on a first come, first served basis.

2. Delivery:
We aim to ship pre-ordered products within 3 days of receiving the goods. We do our best to meet the estimated delivery date but cannot always do this, in which case you will be kept informed on a regular basis. You can see the estimated delivery date of the product within the product description on our website. This date cannot be guaranteed due to potential manufacturing delays, however we do our best to estimate this date as accurately as possible.

Standard delivery timelines will apply from the moment the pre-ordered product is shipped.

International Delivery
If you use our pre-order service outside of the UK and items arrive to our warehouse at different times, we will offer you the choice to either wait to dispatch all items in one shipment or we can send shipments seaparately at an additional shipping cost applicable to your country.


3. Payment:
Payment is taken and processed at the time your order is placed. If for any reason we cannot fill your order, a full refund will be issued.

4. Cancellations:
We will accept cancellations of pre-ordered items before the order has shipped, however if this becomes a regular occurrence we reserve the right to refuse further orders.

5. Delays:
Due to ongoing global transportation delays, the expected delivery date is subject to change. We will endeavour to notify you of this as soon as possible and provide regular updates. 

COMPETITION RULES

These terms and conditions apply to all competitions featured in any publications and online services that are organised by hanro.co.uk.

By entering a competition entrants accept these terms and conditions together with any specific instructions and terms for such competition which may be mentioned in any electronic messages, or on the website, or communicated to entrants in any other way.

Hanro.co.uk may cancel or amend any competition, competition information, or these terms and conditions without prior notice. Any changes will be posted either within the competition information or these terms and conditions.

COMPETITION ENTRY

The opening and closing dates and times for entries are as indicated in the competition information. Any entries received before the opening and after the closing of the competition will be invalid and will not be entered into the competition.

Any limit on the number of entries a person or household may make will be clearly stated in the competition information. Entries received that exceed this limit will be invalid and will not be entered into the competition.

The prize is as specified in the competition information.

Winners will be contacted via phone or email on the day the competition finishes.

hanro.co.uk shall comply with all applicable requirements of the Data Protection Act 2018, the General Data Protection Regulation, any successor legislation or other applicable law. Data will not be shared unless specified.