If upon receiving the product you observe any problem or factory failure and you have not contacted us, the first step is to contact us to be able to notify us of the problem and confirm that you can not solve it. For this we thank you that you fill in the form on the contact page, following this link

If you are not directly interested in the product and you want to cancel the purchase, you can, during the 14 calendar days from when you receive it, request the withdrawal of your purchase through this form.

If after notifying us of the problem has not been resolved, you can request the return of the product, without having been used and always in its original packaging, during the 14 days since you receive it. Requests for products that arrive damaged due to improper packaging will not be accepted.

It is necessary at the time of return that the product has not been used, it must be in perfect condition and in its original packaging, including manuals, warranties and documentation, accessories and / or promotional gifts included in your case. In case the products are damaged due to manipulation by the customer, the return will not be accepted. Once the items have been received in our warehouses, they will be reviewed to check the good condition of the same, this being a requirement for the processing of the return.

Shipping costs will not be refunded and collection costs will always be borne by the buyer (Customer) and not the store. Returns will never be accepted postage due. The shipping costs will only be refundable in the case of wrong delivery or defective product.

To process the return you will have to follow the following steps:
  1. Have contacted us first to notify us of the problem.
  2. Complete the form that you will find on this page, in its entirety. Please, copy the answer and name of the HoeNalu person with whom you contacted, to confirm that the problem has not been solved.
We will review your request and we will respond in a maximum of 72 hours, with instructions to carry out your return.
Accept communication conditions and permits
Basic information on data protection
In HoeNalu, of Waterman Store, S.L, we have adapted our data protection management system to the provisions of the General Regulation 2016/679, of April 27, 2016, of Protection of Personal Data.

In virtue of this, the personal data that is provided to us by the people who are related to our organization and are data holders: customers, suppliers, our own and collaborating personnel and others related, will be subject to security measures whose activities of treatment are related in a register of activities responsibility of Waterman Store SL and that it is available to the Spanish Agency for Data Protection.

Regarding our compliance with the regulations, the basic information about the processing of data collected through this form is as follows:

Responsible: Waterman Store S.L.
Purpose: To respond to the user's request, send commercial communications according to the interests of the applicant
Legitimation: Consent of the interested party.
Recipients: Our hosting or hosting providers and communication or mailing management.
Rights of the holders of the data: Access, rectify, delete, limit, port and oppose the processing of data. To exercise the title you can contact us by email to the address or to our physical address.

You can consult additional and detailed information about Data Protection in our Legal Disclaimer