HOLA! Policies

Return and Refunds Policy

We value the trust customers have on us. Therefore, we have a very fast and simple return and refunds policy. Once you put your trust in us you can be rest assured you will get the service you have paid for. Our products go through rigorous quality checks, but in the unlikely event where you have to return and receive a replacement/ refund we will follow these policies below.

We encourage our customers to check the item as soon as it is delivered. Please contact us within the applicable return window (3 days from the received delivery date) depending on category. Your product may be eligible for replacement or return depending on the condition of the product and category it belongs to.

VALID CONDITIONS AND REASONS TO RETURN AN ITEM (General):

    • Delivered product is damaged on arrival (at the time of delivery)
    • Delivered product is defective or Faulty
    • Delivered products has missing parts
    • Delivered product is wrong (not the same as displayed on website)

REQUIREMENT FOR A VALID RETURN`AND REPLACE:

    • Proof of purchase (Confirmation Email, order number, invoice, etc.)
    • Reason for return has to be valid as mentioned above with proof
    • Delivered product has to be from the listed Green Category items or the listed Yellow Category items. Check category table below for details.

REQUIREMENT FOR A VALID RETURN`AND REFUND:

    • Refund on returned product is only available due to product unavailability of the same product that was initially ordered by the customer.
    • Proof of purchase (Confirmation Email, order number, invoice, etc.)
    • Reason for return has to be valid as mentioned above with proof

Delivered product has to be from the Green Category or the Yellow category. Check the category table below for details.

Category Table

Green CategoryYellow CategoryRed Category
Bags and TravelCameraDigital Goods
Bedding and BathPCs and LaptopsGroceries/Food
Fashion and ClothingHome AppliancesLaundry and Cleaning
Furniture and DecorMobile and TabletsPet Supplies
Skincare and CosmeticsMotorsService Product
ToysSports and OutdoorsMother and Baby
Kitchen/ kitchenware and DiningTools, DIY & OutdoorUnderwear/ Innerwear
Media,Music, BooksTV, Audio / Video, Gaming & WearablesSwimwear
Health and BeautyWatches, Sunglasses and JewelleryPersonal hygiene items such as earrings, wigs and combs
 Vehicle AccessoriesConsumables such as cigars and beverages
  Perfumes

Red Category

Items in this category are not eligible for a return and replace/ refund. Please check if the product you are considering to return belongs to the relevant category.
For more information, view why some non-returnable items.
Please Note: Refund might be possible due to product unavailability. Please see our Cancellation Policy.

Green Category

Items in this category are eligible for return and replace/ refund as long as all the requirements for it are met.

Requests for a return and replacement/ refund must be made within 3 days of received delivery date. (E.g. if you receive your product on the 7th Day of the month, the request has to be made by the end of 10th Day of the month).

Please Note: Hola will provide a free replacement, provided the exact item is available with the same seller. If the same item is not available from the same seller, a refund will be issued to your preferred account in 7 days.

Yellow Category

Items in this category are eligible for return and replace/ refund as long as all the requirements for it are met.
Requests for a return and replacement/ refund must be made within 7 days of received delivery date. (E.g. if you receive your product on the 7th Day of the month, the request has to be made by the end of 14th Day of the month).
Delivered electronic item related issues after usage or the expiration of the return window, we will refer you to the brand warranty center (if applicable). For more information on warranty claims please view our Warranty Policy. (link to Warranty Policy here)

Please Note: Hola will provide a free replacement, provided the exact item is available with the same seller. If the same item is not available from the same seller, a refund will be issued to your preferred account in 7 days.

Please Note: 7 days’ return policy will NOT be applicable if the phone is being returned under UNSEALED/USED Condition.

RETURN & REPLACEMENT MAY NOT APPLY IN THESE CONDITIONS:

When Hola receives a returned item, it will go through a check to verify that none of the conditions mentioned below apply. A refund will be issued as soon as Hola has verified the returned item. Please find the conditions below:

    • Damages due to misuse of the product
    • Incidental damage due to malfunctioning of product
    • Products with tampered or missing serial / UPC numbers
    • Any damage/defect which is not covered under the manufacturer’s warranty
    • Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product(s) delivered.

Claiming Refunds

If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.

The time required to complete a refund depends on the refund method you have selected. Once we have validated and verified the product being returned, the expected refund processing times are as follows:

Payment MethodRefund OptionRefund Time
All
  • Hola Gift Voucher
  • Hola Voucher Discount Code
  • Within 24 hours you will have Hola store credit (Insured Products)
  • Within 24 hours you will receive Discount Code.
Debit or Credit Card
  • Debit or Credit Card
  • Payment Reversal
9-10 working days
bKash
  • Bank Deposit / Mobile Payment
  • Payment Reversal
7 working days
Cash on Delivery (COD)
  • Bank Deposit
  • Mobile Payment
7 working days

Please Note: Hola Voucher Discount Code can only be applied once. The leftover amount will not be refunded or used for the next purchase even if the value of order is smaller than that of voucher value.

Warranty Policy

How do I know if my product has a warranty?

If a warranty is offered on a product, the warranty period will be displayed in the ‘Description’ section on the product page. You can find it at the bottom of the product description in bold.

Types of Warranties:

    • Brand Warranty: This limited warranty will apply to all products that have the manufacturer’s warranty. For product defects under normal use circumstances and at the discretion of the company, Brand will provide free of charge repair and/or replacement services within the warranty period. Hola will not take any responsibility for the after-sale services.( E.g. Samsung branded phones bought from Hola with warranty). Hola team will provide a contact card for maintenance of your product
    • Service warranty: Hola will take the responsibility to get the product serviced from the vendor or customer may visit the vendor directly as well with the invoice paper to claim the warranty. Please note if any part of the product needs to be replaced for repair under this warranty policy, customers will need to pay the excess.

How do I claim my warranty?

    • If it has been less than 7 days since delivery:

You may be able to return your product without using a warranty. Contact our customer services to lodge a return request. See our Return and Refunds  policy for detailed information. (link to R and R policy here)

    •  If it has been more than 7 days since delivery and the product has a warranty:

Please contact the service center listed on the warranty card included with your product or contact Hola and we will provide the contact for you. (link to warranty policy here)

    •  If it has been more than 7 days since delivery and the product has no warranty:

Unfortunately, Hola will be unable to help you further with the delivered item. Customer has to take responsibility to repair the item.

Please Note: Violations against warranty, including but not limited to customer induced damage, such as self-repairs, broken display, bending, scratch, dent, burn, soaked or liquid damage, root or manual update, failure to comply with product manual, and so on.

Cancellation Policy & Refund Due to Product Unavailability

    • Hola understands its customers and we know that mistakes can happen while placing an order. That is why Hola is giving its customers a cancellation period in which any customer can cancel their order until confirmed by the vendor. There are no cancellation charges, if the customer has already made an advance payment against the order, the customer will receive a full refund of the advance payment within 24 hours.
    • Hola also expects its customers to understand that in some unlikely situations vendors are not able to deliver the ordered product due to product unavailability. In this event, we will proactively notify the customer beforehand and communicate with the customers until the customer has received their replacement or full refund. 
    • Hola takes delivery time promises very seriously. So, if we have a change in delivery time, we will proactively notify you in advance. Customers will have the option to cancel the delivery and the full amount will be refunded to the customer’s preferred account within 24 hours.
    • Advance payment is required for the delivery of certain vendors’ products. We may cancel any order if the advance payment is not made by the customer for such orders.
    • Please bear in mind that Hola reserves the right to cancel orders at any given time due to circumstances beyond our control.

Please Note: Items can be cancelled until it is confirmed by the vendor. Once the item is processed, we are unable to cancel the order as it is already out for delivery.

Contact With Our Customer care: +8801880088960

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