Standard period
1 year
covering product functionality, provided integrity is maintained
HOOB Service
Care, warranty and returns
Proper care preserves the appearance and functionality of your hookah. Here you will find care instructions for classic and Futurist models, warranty periods, and the procedure for contacting HOOB.
Returns
14 days
for products of satisfactory quality
Support response
2 days
to respond to a report of a defect or fault
Care
Operating instructions
Failure to follow the operating instructions will void the warranty.
Care for classic models
Cleaning and maintenance of metal parts, the water base, and magnetic connections.
Care for Futurist models
Disassembly, hand washing, and maintenance of hookahs with Futurist design.
01 · Water base
Acrylic or glass
- Do not leave dirty water in the water base after use.
- Clean an acrylic water base with baking soda, gently rubbing the affected area with your fingertips.
- Clean a glass water base with baking soda and a dedicated brush.
- After washing, leave the hookah disassembled until completely dry or until its next use.
- Do not leave an acrylic water base in direct sunlight, as this may cause deformation and loss of airtightness.
- Do not expose the water base to sudden temperature changes, as this may cause cracks or chips.
- Do not allow an acrylic water base to come into contact with alcohol or alcohol-based products, including alcoholic drinks, disinfectants, wipes, and degreasers.
02 · Connections
Magnets
- Wipe all magnets dry after washing.
- To remove the magnet from the hose port, use the hose connector: press lightly against the port and unscrew the magnet counterclockwise.
- Replace magnets at the first signs of corrosion.
03 · Body
Metal parts
- Use baking soda and a soft sponge or microfiber cloth. Metal brushes and other abrasive products may damage the product.
- After washing, leave the hookah disassembled until completely dry to prevent oxidation of the metal parts.
- Clean stainless steel tubes with a dedicated brush.
- Fruit juice may damage the colored coating of the tray. After use, immediately rinse the area where the fruit bowl touched the surface with water.
Important
Do not use acidic or alkaline cleaning agents. Do not wash hookahs or accessories in a dishwasher. Hand washing only.
Periods
Warranty terms
Hookahs and hookah accessories are not subject to the EAEU technical regulations and are not included in the product lists established by Resolution No. 982 of the Government of the Russian Federation. Warranty terms are determined by the manufacturer.
- 1 year
- covering product functionality, provided integrity is maintained
- 14 days
- covering the integrity of products made of wood, clay, glass, silicone, and magnets
- 1 year
- covering the integrity of stainless steel and aluminum products, excluding normal wear and tear
- 50 days
- covering hookah bags in accordance with GOST 28631-2005
Integrity means the absence of rust, chips, cracks, or other material defects.
Normal wear and tear means decorative surface changes caused by use, including darkening, clouding, discoloration, or deposits on parts whose working surfaces are periodically exposed to chemical or thermal effects.
Exclusions
What is not covered by the warranty
- negligent use, including mechanical damage or failure to clean the product promptly;
- normal wear and tear;
- use of the product for purposes other than intended;
- improper transportation or storage of the product.
The warranty ensures that the product can be used as intended throughout the warranty period and covers all of its parts, provided the operating instructions are followed. Failure to follow the operating instructions automatically voids the manufacturer's warranty obligations.
Returns
Product of satisfactory quality
Contact HOOB within 14 days of purchase.
A product of satisfactory quality may be returned if:
- the product has not been used;
- the product's appearance, consumer properties, and packaging have been preserved;
- an order number, sales receipt, cash register receipt, or another proof of purchase is available.
If accessories, charcoal, or merchandise were purchased with delivery from another region, the buyer is responsible for the cost of returning them to the store.
Important
A used product, or a product whose appearance, consumer properties, or packaging have been compromised, is not considered a product of satisfactory quality.
Request
Return or exchange of a defective product
If you discover a coating defect, missing component, or another fault that prevents use when collecting the product from a store or pickup point, upon door-to-door delivery, or during use, contact HOOB immediately. Do not attempt to resolve the problem yourself.
- Document the problem Take photographs or a video that clearly show the defect or fault.
- Describe the issue Describe the problem and provide the order number.
- Send your request Send the materials and description by email or through one of the HOOB messaging channels.
Customer Support
We will reply within two business days
Weekdays from 10:00 to 19:00
Phone: +7 (495) 432-46-62
WhatsApp, messages only: +7 (916) 077-46-62
Telegram: @hoob_telebot
E-mail: hello@hoob.com