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

Please include your order number and the email address used when placing the order.

If your order has not yet been dispatched and cancellation is possible, our Customer Service team will confirm the cancellation by email and arrange a full refund using the original payment method.

Please note that we process orders as quickly as possible. Once an order has entered the shipping process, we may no longer be able to cancel it before dispatch.

If your order has already been dispatched, you may exercise your right of withdrawal in accordance with Section 10.3 below.

Personalised products

Orders containing products made to the customer's specifications or clearly personalised may not be eligible for cancellation or return once production or customisation has started.

Where the statutory exception for personalised goods applies, the ordinary 14-day right of withdrawal does not apply.

This does not affect your statutory rights if a personalised product is defective, damaged, or does not conform to your order.

10.2 Defective, Damaged or Incorrect Products

At HANKEN, we take care to ensure that every product meets our quality standards.

If you receive a defective, damaged, or incorrect item, please contact our Customer Service team through our Contact Us  page or by emailing info@hankenactive.com.

To help us process your request efficiently, please provide your order number, a description of the issue and, where possible, photographs of the product.

We will review your request and provide instructions on how to proceed.

Where a product is found to be defective or does not conform to the purchase contract, you are entitled to the remedies provided by applicable consumer protection legislation, which may include repair, replacement, a proportional price reduction, or a refund, depending on the circumstances.

For consumer purchases covered by Portuguese law, new products are generally protected by a three-year statutory legal guarantee from the date of delivery.

Where a product is confirmed to be defective or non-conforming, HANKEN will bear the necessary return and replacement shipping costs associated with the applicable statutory remedy.

This section does not affect your statutory consumer rights.

10.3 Returns Under the Right of Withdrawal

If you are not satisfied with your purchase, you have the right to withdraw from the purchase contract within 14 calendar days of receiving your order, without providing a reason, subject to the applicable legal exceptions.

For orders containing multiple items delivered separately, the withdrawal period begins when you, or a third party designated by you other than the carrier, receive the last item.

To exercise your right of withdrawal, you must inform HANKEN of your decision within the applicable 14-day period.

You can do this by contacting our Customer Service team through our Contact Us  page or by emailing info@hankenactive.com.

Please include your order number and identify the item or items you wish to return.

Once you have informed us of your decision to withdraw, you must send the products back within 14 calendar days.

Product condition

You may inspect and try on clothing and footwear to determine their nature, characteristics, fit, and size, in the same way you would reasonably be permitted to do in a physical store.

Products should be returned complete, with all original components and accessories, and, where reasonably possible, in their original packaging.

Please handle the products carefully and avoid wearing, washing, damaging, or otherwise using them beyond what is necessary to inspect and try them on.

If a product has been handled beyond what is necessary to establish its nature, characteristics, and functioning, you may be responsible for any resulting reduction in its value, in accordance with applicable law.

Opening packaging or trying on an item does not, in itself, invalidate your statutory right of withdrawal.

Exceptions to the right of withdrawal

The statutory right of withdrawal may not apply to certain products, including:

• Products made to the customer's specifications or clearly personalised.

• Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been removed after delivery, provided the applicable legal conditions are met.

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

10.4 Return of Gifts

If you received a HANKEN product as a gift and wish to return or exchange it, please contact the original purchaser so that the request can be processed using the original order details.

Refunds will normally be issued to the original payment method used to purchase the product, unless otherwise expressly agreed.

Gift returns and exchanges remain subject to the applicable conditions outlined in this policy.

This section does not affect any statutory rights that may apply.

10.5 Exchanges of Products or Sizes

If you have ordered the wrong size or would like to exchange an item, please contact our Customer Service team within 14 calendar days of receiving your order.

We accept exchange requests for products that are unworn, unwashed, undamaged, and in their original condition, subject to stock availability and the applicable legal rights of the customer.

Products must be returned complete and, where reasonably possible, with their original packaging and tags.

How to request an exchange

If you are a registered customer:

1. Log in to your HANKEN customer account.

2. Navigate to the Orders section.

3. Select the order containing the item you wish to exchange.

4. Follow the available instructions to submit your request.

Alternatively, you can contact our Customer Service team through our Contact Us  page or by emailing info@hankenactive.com.

Please provide your order number, the item you wish to exchange, and the desired size or colour.

Our team will confirm availability and provide further instructions.

Exchange shipping costs

For voluntary exchanges requested due to size, colour, or personal preference, customers are responsible for the cost of returning the original item to HANKEN.

Any additional shipping charges for the replacement item will be communicated to the customer before the exchange is processed.

If the exchange is required because the original item is defective, damaged, or incorrect, HANKEN will cover the necessary shipping costs in accordance with applicable consumer protection legislation.

Exchanges are subject to product availability. If the requested replacement is unavailable, our team will contact you to discuss the available options.

Your statutory right of withdrawal remains unaffected by this exchange policy.

10.6 Return Instructions and Shipping Costs

Before returning an item, please contact our Customer Service team or submit a return request through your customer account.

Once you have received the relevant return instructions, securely package the item to prevent damage during transportation.

Unless otherwise instructed by our Customer Service team, returns should be sent to:

We recommend using a reliable shipping service that provides tracking information and proof of delivery.

Once your return has been dispatched, please email info@hankenactive.com with the following information:

• Customer name and order number.

• Item or items being returned, including size and colour.

• Reason for return or exchange, if applicable.

• Shipping carrier and tracking number.

Return shipping costs

For returns made under the statutory right of withdrawal due to a change of mind or personal preference, the customer is responsible for the direct cost of returning the products, unless HANKEN has expressly agreed otherwise.

HANKEN does not currently provide prepaid return labels for standard returns.

For defective, damaged, incorrect, or non-conforming products, HANKEN will arrange or cover the necessary return shipping costs where required by applicable consumer protection legislation.

Please contact our Customer Service team before returning a defective or incorrect item so that we can provide the appropriate instructions.

10.7 Refunds

Once you have informed HANKEN of your decision to withdraw from the purchase contract, we will process your refund in accordance with applicable consumer protection legislation.

For returns under the statutory right of withdrawal, refunds will be issued without undue delay and no later than 14 calendar days from the date on which we are informed of your decision to withdraw.

However, we may withhold the refund until we have received the returned products or until you have provided evidence that you have sent them back, whichever occurs first, unless we have offered to collect the products ourselves.

Refunds will normally be issued using the same payment method used for the original transaction, unless you expressly agree otherwise and provided that you do not incur additional fees as a result.

If the original payment method does not support a direct refund, our Customer Service team will contact you to arrange an alternative refund method.

Refund of original shipping costs

When you exercise your statutory right of withdrawal for an entire order, HANKEN will refund the amount paid for the returned products, together with the original standard delivery costs, where applicable.

If you selected a more expensive delivery option than the least expensive standard delivery method offered by HANKEN, the additional delivery costs will not be refunded.

For partial returns, any refund of the original delivery charges will be determined in accordance with applicable consumer protection legislation.

The direct cost of returning products due to a change of mind remains the customer's responsibility, unless HANKEN has expressly agreed otherwise.

Where a refund is due because a product is defective or non-conforming, the refund and any associated shipping costs will be handled in accordance with the applicable statutory consumer rights.

Please note that the time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

For further assistance, please visit our Contact Us  page.