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.

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.