Returns and exchanges

SHIPPING CHARGE
Shipping charges paid by customers will not be refunded.

PRODUCT RETURN INSTRUCTIONS
To return a product, follow these instructions:

• Contact our customer service team to start the return process. They will let you know if your request is authorized according to our return policy which implies that returns are only made when the product has factory defects, damage caused by shipping, wrong book that does not correspond with the ISBN in the “Detail” tab of the book. In other cases, an exchange will be made for a book of equal or higher price.
  – If your request is approved, we will provide you with a pick-up date. Be sure to deliver the items in their original packaging and that all items are in their original delivery condition.
  – Before calling our customer service hotline, please make sure you have the following information at hand:
• Order number
• Date of order
• Pick-up address
• Telephone number
• Receipt or invoice as appropriate

 

SERVICE AND SUPPORT CHANNELS
To stay connected, you can find us on our digital support channels (Facebook, Instagram, Whatsapp), however, our response times are being affected and it can take up to 5 additional days to get back to you.

“Hanan Online Shop” will approve the return of a product provided that:

• Approve the return of a product under the same terms that are made in FITO PERU.
• It is a prerequisite for the return that the user delivers the product as it was received and in the best possible condition. Accompanied by the receipt or proof of payment provided at the time of purchase.
• The quality control performed on the product is approved.

 

For any form of payment, once the return is accepted, a credit note will be generated and subsequently, if “Tienda Hanan Online” approves, the refund will be processed. In case the user or customer wishes to use the credit note for a new purchase, he/she should contact “Tienda Hanan Online” at info@fitoperu.com.

If the reimbursement is made through account deposit, such deposit shall be made to the bank account of the order holder, never to third parties or by means of money orders or checks. The time and method of reimbursement will depend on the method of payment with which the user or customer made the purchase and the duration of the internal administrative process in “Hanan Online Shop” and the bank with which the customer or user decides.

FITO PERU offers its customers the possibility to exchange or return the products purchased in the “Hanan Online Store” within seven (7) calendar days from the date of purchase.

Requests for exchange or refund can be made at any of the branches of FITO PERU, as long as you can prove your purchase (proof of payment).

Any exchange or return is subject to evaluation by FITO PERU. The result of this evaluation or decision will be communicated to the user or client in a timely manner. The exchange of a product for another identical product is subject to stock availability.

To exercise the right of exchange or return, the following general conditions must be complied with:

Be within seven (7) calendar days from the date of purchase. Except during the Christmas campaign. Where changes are accepted until January 5 of the following year.

• The information provided for the exchange or return request must be true and must be sent in a timely manner via email to info@fitoperu.com.
• The customer must present the printed receipt or electronic invoice of the purchase.
• The product must be presented as it has arrived.
• The product must be in its original packaging and labels.
• The product must be in perfect condition.

 

Products will not be accepted for return in the following cases:

• When the product is damaged or deteriorated.
• When the product is dirty.
• When the product is worn.
• When the product is found with stains of any kind (grease, lipstick, make-up, marker, highlighter, pen or ink, etc.)
• When the product shows signs of having been used or manipulated.
• When the product shows signs of having been in contact with substances such as alcohol, benzine, thinner, perfume, acetone, any type of deteriorating material.
• When a product has specific conditions for exchange or return, these will be specified in the “Promotions or conditions” section of the product page at www.hananperu.com.

The exchange is made for a product of equal or higher price.

 

Logistic conditions applicable to exchanges and returns

All returns or exchanges must follow the following steps:

The user, customer or his representative will personally deliver the product in any of the stores of the FITO PERU chain.

1. FITO PERU, will verify the condition of the product received and the time elapsed since the date of purchase. After evaluation:

• In case of factory failure, the exchange or return process will be initiated, as appropriate.
• In case the product is in optimal conditions and the ‘General Conditions for Exchanges and Returns’ are fulfilled, the exchange or return process will be initiated, as appropriate.
• Only in these cases will an exchange or refund be made.

2. If the customer has communicated the exchange or return by e-mail to FITO PERU the waiting period for the exchange or return of the product is maintained from the delivery of the product. Email communication allows you to prepare or take action to consult, coordinate or receive the product.
3. Every exchange or return approved by FITO PERU originates the issuance of a credit note that supports the exchange or return operation.

The credit note is applicable as part of payment for future purchases in the “Hanan Online Shop”, for which the user or customer will only complete the difference of the price at the point of sale whenever there is a difference.

If after applying the credit note there is a balance in favor, this amount will be applied to the next purchase of the user or customer.

If the user or customer made use of a special coupon or discount when purchasing the product being returned, this discount will not be applicable for a new purchase. The amount of the credit note will correspond to the final price paid for the product to be returned, without considering freight or shipping costs.

4. In the event that the user or customer wishes to exchange a product that is not available in the “Hanan Online Store”, FITO PERU will indicate when new stock will be available via customer service channels.

Exchange or return request hours

The opening hours for these types of cases are Monday through Friday, from 9:00 am to 5:30 pm.

 

Conditions for refund of the purchase price

The term of the cash refunds, extortions, will be given according to the following parameters:

• For product failure: 2 working days after the product has been picked up and the failure has been validated. (Packaging failure, expired product or product in bad condition).
• For lack of stock, error in the delivered product, other delivery management errors: 3 working days from the delivery of data to our after-sales area.

The client must indicate his bank and interbank account, as well as the following data:

• Full Name (Matching the account holder’s account)
• DNI
• Account and CCI

No refunds will be made to accounts that do not bear the name of the account holder.

All refunds are subject to discounts for expenses and commissions. Returns are only exempt from these charges when the product, due to manufacturing, processing, structural, quality or sanitary conditions deficiencies or hidden defects, if any, is not suitable for the use for which it is intended. The details of the refund amount will be informed to the customer in a timely manner.

 

Proof of payment

According to the Payment Voucher Regulations approved by Superintendence Resolution No. 007-99 / SUNAT (RCP) and the Single Ordered Text of the General Sales Tax and Selective Consumption Tax Law, approved by Supreme Decree No. 055-99-EF and amendments thereof (TUO of the IGV), it is concluded:

“There is no procedure in force that allows the exchange of sales slips for invoices, moreover, credit notes are not foreseen to modify the purchaser or user that appears in the original payment voucher”.

Therefore, the user or customer must correctly choose the document to be requested as proof of purchase at the time of purchase, since, according to the aforementioned paragraphs, no changes will be made afterwards.

The electronic invoices, electronic sales slips and electronic notes linked to these electronic receipts will be sent to the e-mail address designated by the client, as well as the necessary data so that the client can consult the electronic receipt and have the possibility of downloading it, in accordance with Article 15 of Superintendence Resolution No. 097-2012/SUNAT, which created the Electronic Issuance System developed from the taxpayer’s systems.