Warranty
Warranty & Service
HOOLICAN creates limited-edition products with a unified approach: from the device and case to every individual accessory — where design and engineering define the brand’s style.
We provide full service support to ensure that every single detail of your device remains fully functional during daily use. Each product is hand-assembled by manufacturing engineers, undergoes a rigorous quality control process, and is prepared for shipping.
1. Warranty terms
Standard warranty (24 months)
The standard 24-month international warranty covers all hookah components.
Warranty coverage
The warranty covers hidden manufacturing defects in metal, assembly and functional integrity, provided the product is used as intended.
Covered components
HOOLICAN object, Internal Stem, Protective HOOLICASE, Tongs, Heat-Resistant Tray, Bowl and HMD.
2. Limitations & exclusions
We value the authenticity of each product, so we kindly ask you to note the following cases that are not covered by warranty service:
Warranty does not cover
Aesthetics. Scratches, dents, wear of printed graphics, or natural discoloration of the metal caused by heat — these reflect your usage history.
Corrosion. Deposits caused by stagnant water, moisture or improper use.
Chemical damage. Surface damage caused by harsh cleaning agents (alkalis, acids) or dishwasher use.
Wear & tear. The silicone hose, as well as all external and internal seals (under the bowl, in the stem), are consumables with a limited lifespan. They wear out over time and should be replaced regularly.
Intervention. Unauthorized repairs, modifications to the engineering design, or transportation outside of its original Protective HOOLICASE.
3. How to submit a claim
If you experience a technical issue, the service support process is as follows:
Digital report. Email a description of the issue to support@hoolican.com (CONTACT US — Customer Support section). Please make sure to attach photos or video of the defect, the product’s serial number, and a proof of purchase (invoice/receipt).
Customer support. The HOOLICAN support team will perform a remote evaluation within 48 hours. We value your time and guarantee a swift resolution to any technical inquiries.
Logistics. Once a warranty claim is approved, we will send you a prepaid shipping label for free delivery of the product to our service center.
Please note
We do not compensate for shipping costs paid independently by the customer.
4. Post-warranty service
Even after the 24-month warranty period expires, we are always here to help. You can contact us to order original replacement parts or receive technical consultations to ensure your HOOLICAN continues to serve you for years to come.
RETURNS POLICY
1. 14-Day Return Window
You have the right to return or exchange any product within 14 calendar days of delivery.
2. Product Condition (Hygiene & Integrity Standard)
As HOOLICAN pieces are personal lifestyle objects, returns are strictly subject to the following criteria:
Zero Usage: The device must show no signs of operation, assembly, or contact with liquids, tobacco, or odors.
Complete System: The piece must be returned in its original condition, including Protective HOOLICASE, Module HOOLIBOX, original equipment, and intact NFC module.
Notice.
Any device showing signs of use or compromised hygienic packaging is non-returnable in accordance with international health standards and Consumer Protection Laws.
3. Shipping Costs
For returns of non-defective items, all return shipping expenses are covered by the buyer.
4. Refund Processing
Upon receiving and inspecting the returned item at our production facility, refunds are processed within 7 to 14 business days to the original payment method.