Terms of service

GENERAL TERMS & CONDITIONS OF SALE

1. Commercial Policy

1.1. The website www.hankenactive.com  is operated by Hanken Active, Lda., hereinafter referred to as "HANKEN", "we", "us", or the "Seller".

1.2. These General Terms & Conditions of Sale govern the purchase of products through the HANKEN online store and the contractual relationship between HANKEN and its customers.

1.3. A consumer is a natural person purchasing products for purposes outside their trade, business, craft, or profession.

1.4. By placing an order on our website, the customer acknowledges that they have been provided with these Terms & Conditions and the applicable policies relating to shipping, returns, and privacy.

1.5. Customers must provide accurate, complete, and up-to-date information when placing an order, including a valid email address and delivery details.

1.6. HANKEN reserves the right to refuse or cancel orders where there are legitimate grounds to do so, including suspected fraud, incorrect information, product unavailability, or circumstances that prevent us from fulfilling the order.

1.7. Nothing in these Terms & Conditions excludes or limits the statutory rights granted to consumers under applicable law.

2. How to Place an Order

2.1. To place an order on our website, customers should follow these steps:

1. Select the products they wish to purchase, including the appropriate size, colour, and quantity.

2. Add the selected products to their shopping cart.

3. Proceed to checkout and provide their contact, billing, and delivery information.

4. Select an available shipping method and payment option.

5. Review the order details, including the final price, taxes, and shipping costs.

6. Complete the payment process and submit the order.

2.2. Once an order has been submitted, customers will receive an order confirmation email containing their order details.

2.3. The order confirmation acknowledges receipt of the order and does not prevent HANKEN from contacting the customer if a product is unavailable or if additional information is required to fulfil the order.

2.4. If an order cannot be fulfilled, HANKEN will inform the customer as soon as reasonably possible and arrange a refund of any payment received for the unavailable products.

2.5. Customers are responsible for reviewing their order details before completing the purchase.

If an error is identified after placing an order, customers should contact our Customer Service team as soon as possible.

2.6. HANKEN reserves the right to cancel orders in circumstances including:

• Product unavailability.

• Incomplete or unverifiable billing or delivery information.

• Suspected fraudulent or unauthorised transactions.

• Failure to receive payment within the applicable payment period.

• Inability to deliver to the address provided.

Where an order is cancelled after payment has been received, HANKEN will arrange the appropriate refund in accordance with applicable law.

3. Payment Methods and Processing

3.1. Customers may pay for their orders using the payment methods displayed at checkout.

The availability of individual payment methods may vary depending on the customer's country, payment provider, and order details.

3.2. Payments are processed through the payment service providers available on our online store.

HANKEN does not require customers to make payments outside the official checkout process.

3.3. Orders will only be processed for dispatch after the required payment has been successfully received or authorised.

3.4. If a payment is declined, cancelled, or unsuccessful, the order may remain pending or be cancelled.

3.5. Where a payment method requires additional processing time, dispatch may be delayed until payment confirmation has been received.

3.6. Customers should contact our Customer Service team if they experience any difficulty completing a payment.

4. Order and Payment Security

4.1. HANKEN takes reasonable technical and organisational measures to protect customer information and support secure transactions through its online store.

4.2. Payment information is handled through the payment service providers integrated with our website, in accordance with their applicable security procedures.

4.3. Customers are responsible for keeping their account credentials confidential and should notify HANKEN if they suspect unauthorised access to their account.

4.4. HANKEN may perform appropriate security checks to identify potentially fraudulent or unauthorised transactions.

4.5. Personal data collected and processed in connection with orders is handled in accordance with our Privacy Policy and applicable data protection legislation.

5. Reservation of Title

5.1. Products remain the property of HANKEN until full payment has been received, to the extent permitted by applicable law.

5.2. Ownership and the transfer of risk are distinct. Responsibility for loss of or damage to products during delivery is determined in accordance with applicable consumer protection legislation.

6. Prices

6.1. Product prices

All product prices displayed on the HANKEN online store are quoted in euros (€).

Prices include applicable VAT where required.

The applicable final price may vary depending on the customer's delivery destination, tax treatment, or other legally applicable charges.

6.2. Shipping costs

Shipping costs are calculated according to the delivery destination, selected shipping method, and applicable order value.

The available shipping methods and their respective costs are displayed during checkout.

For further information, please refer to our Shipping Policy.

6.3. Total order price

The total amount payable, including applicable taxes and shipping costs, will be displayed before the customer confirms the purchase.

For international deliveries outside the European Union, additional customs duties or import taxes may apply. Please refer to Section 8 for further information.

6.4. Price changes

HANKEN reserves the right to modify product prices and promotional offers at any time.

Any changes will not affect orders already accepted at the previously confirmed price, except where otherwise permitted by applicable law.

6.5. Pricing errors

Although we take care to ensure that prices and product information are accurate, errors may occasionally occur.

If a pricing error is identified before an order has been fulfilled, HANKEN will contact the customer to explain the situation and, where appropriate, offer the option to confirm the purchase at the correct price or cancel the order with a full refund.

Any cancellation or correction will be handled in accordance with applicable law.

7. Product Quality and Legal Guarantee

7.1. HANKEN aims to provide accurate descriptions, photographs, and information regarding the characteristics of its products.

Please note that product colours may appear slightly different depending on screen settings, lighting, and device characteristics.

7.2. HANKEN is responsible for ensuring that products supplied to consumers conform to the applicable purchase contract and statutory requirements.

7.3. Under Portuguese consumer protection legislation, new consumer goods are generally covered by a three-year statutory legal guarantee from the date of delivery.

7.4. If a product is defective or does not conform to the purchase contract, the customer may be entitled to repair, replacement, a proportional price reduction, or termination of the contract, depending on the circumstances and applicable legal requirements.

7.5. Where a defect or non-conformity is covered by the statutory legal guarantee, the relevant remedy will be provided without the customer incurring costs that must legally be borne by HANKEN.

7.6. Customers who identify a defective or non-conforming product should contact our Customer Service team with their order details and a description of the issue.

7.7. The statutory legal guarantee is independent of the ordinary 14-day right of withdrawal and any additional commercial guarantee that HANKEN may offer.

For further information, please refer to our Refund Policy.

8. Shipping and Delivery

8.1. Shipping destinations

HANKEN ships to the countries and regions available during checkout.

Shipping availability depends on the destination and the shipping services currently supported by our logistics partners.

If a destination is unavailable at checkout, customers should contact our Customer Service team before placing an order.

8.2. Order processing

Orders are processed from Monday to Friday, excluding Portuguese public holidays.

Orders placed and paid for before 12:00 PM (Portugal mainland time) on a business day are normally dispatched on the same day, subject to product availability and successful payment confirmation.

Orders placed after the cut-off time, during weekends, or on public holidays will normally be dispatched on the following business day.

Processing times may be extended during periods of exceptionally high demand, including promotions, sales, and Christmas.

8.3. Delivery times

Estimated delivery times vary according to the destination.

Delivery estimates are calculated from dispatch and do not include the time required for order processing.

Deliveries are operated by DPD, subject to the available services for each destination.

Estimated delivery times are indicative and may be affected by circumstances such as local public holidays, customs procedures, weather conditions, and carrier operations.

HANKEN will fulfil its delivery obligations in accordance with applicable consumer protection legislation.

8.4. Delivery conditions

Home deliveries generally take place on business days between 9:00 AM and 6:00 PM, according to the carrier's local delivery schedule.

Customers should ensure that the delivery address provided during checkout is accurate and complete.

For home deliveries, someone should be available to receive the order.

Where a DPD Pickup Point service is selected, customers must collect their order within the collection period established by the carrier.

8.5. Transfer of risk

For consumer purchases, the risk of loss of or damage to the products generally transfers to the customer when the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the products.

Different rules may apply where the customer independently commissions a carrier not offered by HANKEN, in accordance with applicable law.

8.6. Partial deliveries

Whenever possible, HANKEN will dispatch all items in an order together.

However, orders may occasionally be divided into multiple shipments due to product availability or logistical requirements.

Customers will be informed if their order needs to be shipped separately.

No additional shipping fees will be charged for partial deliveries initiated by HANKEN.

8.7. Damaged or missing orders

Customers are encouraged to inspect their parcels upon delivery and report any visible damage to the carrier and HANKEN.

If a product arrives damaged, defective, or incorrect, customers should contact our Customer Service team.

If an order does not arrive within the expected delivery period, customers should contact HANKEN so that the shipment can be investigated.

These procedures do not limit the customer's statutory rights.

8.8. Customs duties and import taxes

Orders shipped to destinations outside the European Union may be subject to customs duties, import taxes, and other charges imposed by the destination country.

Unless expressly stated otherwise during checkout, such charges are not included in the product prices or shipping fees.

Customers are responsible for applicable import charges imposed by the relevant authorities, where permitted by law and provided these charges have been properly disclosed.

9. Shipping Fees

9.1. Shipping fees are applied per order and depend on the destination, available delivery methods, and applicable order value.

9.2. The shipping rates currently configured for HANKEN are:

9.3. The rates above apply only to destinations included in the corresponding shipping zones.

9.4. Shipping costs and available delivery methods will be confirmed during checkout before the customer completes the purchase.

9.5. Free-shipping offers apply only to the destinations and order values expressly specified.

9.6. HANKEN reserves the right to modify its shipping rates and promotional shipping offers. Such changes will not affect orders already accepted at the previously confirmed delivery price.

10. Returns and Cancellations

10.1. Order cancellation before shipping

Customers may request the cancellation of an order before it has been dispatched.

To request cancellation, please contact our Customer Service team as soon as possible through our Contact Us  page or by emailing info@hankenactive.com.

Please include your order number and the email address used during checkout.

If the order has not yet been dispatched and cancellation is possible, HANKEN will confirm the cancellation and arrange the appropriate refund.

If the order has already been dispatched, customers may exercise their statutory right of withdrawal in accordance with Section 10.3.

Orders containing products made to the customer's specifications or clearly personalised may be subject to exceptions to the ordinary right of withdrawal, where applicable by law.

This does not affect statutory rights concerning defective or non-conforming products.

10.2. Defective or incorrect products

If a customer receives a defective, damaged, or incorrect product, they should contact HANKEN with their order number and details of the issue.

HANKEN will assess the request and provide the appropriate instructions.

Where a product is defective or non-conforming, customers are entitled to the remedies provided by applicable consumer protection legislation.

The necessary costs of returning, repairing, or replacing a non-conforming product will be borne by HANKEN where required by law.

10.3. Right of withdrawal

Consumers have the right to withdraw from an eligible online purchase within 14 calendar days of receiving the order, without providing a reason.

Where an order contains multiple products delivered separately, the withdrawal period generally begins when the consumer receives the final item.

To exercise this right, customers must inform HANKEN of their decision within the applicable withdrawal period.

After communicating their decision to withdraw, customers must return the products within 14 calendar days.

Customers may inspect and try on products to determine their nature, characteristics, and fit, in the same way they would reasonably be permitted to do in a physical store.

If products have been handled beyond what is necessary for this purpose, customers may be responsible for any resulting reduction in value, in accordance with applicable law.

The statutory right of withdrawal may not apply to certain products, including clearly personalised goods and qualifying sealed goods unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

These exceptions do not remove statutory rights concerning defective or non-conforming products.

10.4. Return of gifts

Customers who receive HANKEN products as gifts should contact the original purchaser when requesting a voluntary return or exchange.

Refunds will normally be issued using the original payment method, unless otherwise agreed.

This procedure does not affect any applicable statutory rights.

10.5. Product and size exchanges

Customers wishing to exchange an item for another size or colour should contact HANKEN within 14 calendar days of receiving the order.

Voluntary exchanges are subject to product availability and the applicable exchange conditions.

For exchanges requested due to personal preference, customers are responsible for the cost of returning the original product.

Any additional shipping charges for the replacement product will be communicated before the exchange is processed.

Where an exchange is required because a product is defective or non-conforming, the applicable statutory consumer rights will apply.

10.6. Return procedure

Customers wishing to return a product should contact our Customer Service team or submit a return request through their customer account.

Our team will provide the appropriate instructions, including the applicable return address.

Unless otherwise expressly agreed, customers exercising their statutory right of withdrawal are responsible for the direct cost of returning the products, provided they were informed of this obligation before purchase.

Where a return is required because a product is defective or non-conforming, HANKEN will bear the necessary return costs in accordance with applicable law.

10.7. Refunds

Where a consumer exercises their statutory right of withdrawal, HANKEN will issue the applicable refund without undue delay and no later than 14 calendar days after receiving notification of the decision to withdraw.

Unless HANKEN has offered to collect the products, reimbursement may be withheld until the returned products are received or the customer provides evidence that they have been sent back, whichever occurs first.

Refunds will normally be issued using the original payment method, unless the customer expressly agrees otherwise and does not incur additional costs.

When a customer withdraws from an entire order, the refund will include the original standard delivery costs, where applicable.

Additional delivery costs resulting from the customer's selection of a more expensive shipping method than the least expensive standard delivery option offered by HANKEN will not be refunded.

The treatment of original delivery charges for partial returns will be determined in accordance with applicable law.

For further information, please refer to our Refund Policy.

11. Customer Support

11.1. If you have any questions regarding your order, our products, shipping, returns, or any other matter, please contact HANKEN using the following details:

HANKEN Customer Service

Email: info@hankenactive.com

Contact Form: Contact Us 

Website: www.hankenactive.com 

11.2. When contacting HANKEN regarding an existing order, please provide your order number and the email address used during checkout.

11.3. For further company information, please refer to our Contact Information page.

12. Promotional Codes and Discounts

12.1. Promotional codes may provide customers with a discount on selected products, product categories, or orders during a specified promotional period.

12.2. Promotional codes are valid exclusively for purchases made through the HANKEN online store, unless expressly stated otherwise.

12.3. Each promotional code is subject to the specific conditions communicated at the time of the promotion, including its validity period, eligible products, minimum purchase requirements, and any applicable usage restrictions.

12.4. Unless expressly stated otherwise, promotional codes cannot be combined with other promotional codes or discounts.

12.5. Promotional codes have no cash value and cannot be exchanged for money.

12.6. HANKEN reserves the right to refuse promotional codes that are expired, invalid, fraudulent, or used in violation of their applicable conditions.

12.7. Where an order placed using a promotional code is returned or cancelled, the applicable refund will be calculated based on the amount actually paid by the customer, subject to their statutory rights.

12.8. HANKEN may modify or discontinue promotional campaigns in accordance with their published conditions and applicable law.

13. Product Availability

13.1. All products displayed on the HANKEN online store are subject to availability.

13.2. We make reasonable efforts to ensure that product availability information is accurate and up to date.

13.3. If a product becomes unavailable after an order has been placed, HANKEN will inform the customer as soon as reasonably possible.

13.4. Where HANKEN cannot fulfil an order due to product unavailability, the customer will receive the appropriate refund of any amount paid for the unavailable product.

13.5. HANKEN will not substitute an unavailable product with another product without the customer's agreement.

14. Promotional Offers

14.1. Promotional offers are valid for the period specified in the relevant campaign or while the applicable conditions are met.

14.2. Some promotional offers may be limited to selected products, sizes, colours, or available stock.

14.3. Any exclusions or restrictions will be communicated as part of the relevant promotional offer.

14.4. HANKEN reserves the right to correct genuine errors in promotional information, subject to applicable consumer protection legislation.

14.5. Promotional offers do not affect customers' statutory rights concerning withdrawal, defective products, or non-conforming goods.

15. Liability

15.1. HANKEN is responsible for fulfilling its contractual obligations in accordance with these Terms & Conditions and applicable law.

15.2. HANKEN will not be responsible for losses resulting from improper use of its products where such losses are not attributable to a defect, non-conformity, or breach of an obligation for which HANKEN is legally responsible.

15.3. Customers should follow the care instructions and product information provided with their purchases.

15.4. HANKEN makes reasonable efforts to maintain the availability and proper functioning of its website but cannot guarantee uninterrupted access.

15.5. HANKEN will not be responsible for failures or delays caused by circumstances genuinely beyond its reasonable control, except to the extent that liability cannot be excluded under applicable law.

15.6. Nothing in these Terms & Conditions excludes or limits liability that cannot lawfully be excluded or restricted, including applicable statutory consumer rights.

16. Applicable Law

16.1. These Terms & Conditions are governed by Portuguese law.

16.2. Where customers are consumers habitually resident in another country, this choice of law does not deprive them of the protection afforded by mandatory consumer protection provisions applicable under the relevant conflict-of-law rules.

16.3. Any disputes arising from purchases made through the HANKEN online store will be handled in accordance with applicable jurisdiction and consumer protection rules.

16.4. Consumers retain their right to pursue claims before the competent courts or through applicable alternative dispute-resolution mechanisms.

17. Changes to the Terms & Conditions

17.1. HANKEN reserves the right to update these Terms & Conditions to reflect changes in its business operations, website functionality, commercial policies, or applicable legal requirements.

17.2. The Terms & Conditions applicable to a purchase will generally be those in force when the customer places the order, subject to any mandatory legal provisions.

17.3. Updates to these Terms & Conditions will be published on the HANKEN website.

17.4. Any changes will be applied in accordance with applicable law and will not retrospectively remove statutory rights or alter existing contractual rights without a lawful basis.

18. Website Information

18.1. HANKEN makes reasonable efforts to ensure that the information published on its website is accurate, complete, and up to date.

18.2. Product descriptions, photographs, availability information, prices, and other website content may occasionally contain errors or inaccuracies.

18.3. HANKEN reserves the right to correct errors and update website information, subject to applicable law and customers' contractual rights.

18.4. Customers who identify incorrect or incomplete information are encouraged to contact our Customer Service team.

18.5. Nothing in this section excludes HANKEN's responsibility for providing accurate pre-contractual information or complying with its statutory obligations.

19. Intellectual Property

19.1. The HANKEN website and its content, including trademarks, logos, product names, photographs, videos, text, graphics, website design, and other materials, may be protected by intellectual property rights.

19.2. Such rights belong to HANKEN or the relevant third-party rights holders, as applicable.

19.3. Customers may access and use the website for personal, non-commercial purposes in connection with browsing and purchasing products.

19.4. Reproduction, distribution, modification, publication, or commercial exploitation of protected website content without the appropriate authorisation is prohibited to the extent provided by applicable law.

19.5. Customers wishing to use HANKEN's protected content for commercial purposes should request prior written authorisation.

20. Gift Cards

20.1. General conditions

HANKEN gift cards are available for use on the HANKEN online store at www.hankenactive.com .

Gift cards may be purchased or issued by HANKEN in connection with promotions, customer service arrangements, or other authorised transactions.

20.2. Gift card redemption

Gift cards can be redeemed during checkout by entering the applicable gift card code.

If the order value exceeds the available gift card balance, the customer must pay the remaining amount using an accepted payment method.

If the order value is lower than the available gift card balance, the remaining value will stay available for future purchases, subject to the applicable gift card conditions.

20.3. Multiple gift cards

Customers may use more than one gift card in a single transaction where supported by the checkout system.

20.4. Gift card validity

The validity period and any applicable conditions will be communicated when the gift card is purchased or issued.

Any expiry dates or restrictions will be applied in accordance with applicable law.

20.5. Refunds

Gift cards are not generally redeemable for cash, except where required by applicable law.

Where a refund is due for a purchase made using a gift card, the corresponding amount will normally be refunded to the gift card or equivalent original payment method, subject to applicable statutory rights.

Where a customer is legally entitled to a monetary refund, HANKEN will not substitute a gift card for that refund without the customer's valid agreement.

20.6. Promotional gift cards

Gift cards issued as part of promotional campaigns may be subject to additional conditions communicated at the time of issue.

Such conditions do not affect mandatory statutory consumer rights.

21. Alternative Dispute Resolution

21.1. In the event of a dispute relating to a purchase made through the HANKEN online store, customers are encouraged to contact our Customer Service team in the first instance.

Email: info@hankenactive.com

21.2. Customers may also have the right to refer eligible consumer disputes to an authorised alternative dispute-resolution entity, in accordance with applicable legislation.

21.3. For information regarding authorised consumer dispute-resolution entities in Portugal, customers may consult the Portuguese Consumer Directorate-General:

www.consumidor.gov.pt 

21.4. Information regarding consumer dispute-resolution bodies across the European Union is available through the European Commission:

Consumer Redress in the EU 

21.5. The right to use an alternative dispute-resolution mechanism does not affect the consumer's right to pursue a claim before the competent courts.

21.6. Information concerning the alternative dispute-resolution entity or entities applicable to HANKEN will be provided in accordance with Portuguese consumer protection legislation.

22. Company Information

The HANKEN online store is operated by:

Hanken Active, Lda.

VAT / Tax Identification Number (NIF): PT517177285

Business Address:

Avenida Dr. Fernando Aroso 1152, 1.º Andar

4450-664 Leça da Palmeira

Porto, Portugal

Email: info@hankenactive.com

Website: www.hankenactive.com 

For additional information, please visit our Contact Us  page.