To place an order from our online store, you must be 18 years old and justify the age of majority when accessing the web.

Next, you need an email address to place an order and you may need to configure your browser to accept cookies from our website and to be able to use all the functionalities of the online platform, which includes adding products to your wish list, adding items to your shopping cart and confirm your order.

To process your order in the cart, you must select the identification methods as well as the shipping and payment information. When you confirm an order, we will send you an email acknowledging receipt of your order. Once the order has been accepted by us, we proceed to prepare your order, at which time you will receive a new informative email about the status of your order. Finally, once your order is sent, we will inform you by email and you will receive your order within the deadlines established in our shipping and delivery conditions

OUR RIGHT TO REJECT OR CANCEL AN ORDER

The fulfillment of all orders in our online store is subject to its stock and availability. We explicitly reserve the right not to accept your order for the reasons listed below.

  • The product is not available / in stock.
  • The shipping details are not correct or are not verifiable.
  • Your order is marked by our security systems as an order susceptible to fraud.
  • Be a minor that the applicable law requires for the sale of our products.
  • There was an error in the price shown on the web.
  • It is not possible to deliver the order to the address provided.

Data verification

When your order is processed, we will carry out the necessary checks on the information provided before it is accepted. These checks include data verification and fraud control. 

In the event of an attempted withdrawal and location of a possible fraud attempt, this transaction will be investigated and processed.

Prices and payments

Precios y divisas

Todos los precios de nuestros productos y las diferentes tarifas se reflejan con Impuesto sobre el Valor Añadido (IVA) excluidos. Las tarifas sobre los diferentes métodos de pago y costes de envío se aplican en según los datos reflejados en nuestras condiciones de envío y entrega.

Cambios de precios

Los precios de los productos serán los mostrados en la Plataforma. Los precios pueden cambiar de vez en cuando, pero los cambios no afectarán a ningún pedido que haya sido confirmado por una Confirmación de Pedido.

El precio total

El precio total indicado al finalizar su pedido incluirá el importe de todos los productos añadidos a su pedido, las tarifas aplicadas al método de pago seleccionado y los costes de envío aplicado al transportista.

Si en su carrito de compra incluye un código promocional, este se aplicará automáticamente y se verá especificado importe final de su pedido.

Finalmente, este precio se registrará al confirmar su pedido, por lo que se recomienda conservar la factura de compra hasta la recepción del mismo.

Pagos

Pago por tarjeta:

  • En caso de pago con tarjeta de crédito/débito el importe será deducido de su cuenta bancaria al instante de ser aceptada la operación.

 

Pago con transferencia bancaria:

  • Cuando realice el pago mediante nuestro método de transferencia bancaria, se le enviará un email con todos los datos para poder realizar dicha transferencia. Una vez realizada la transferencia, deberá adjuntar el justificante de pago a la siguiente dirección de email: info@b2bhookah.com.

 

*Transferencia de título

Para los productos adquiridos mediante método de pago por transferencia bancaria, B2BHookah se guarda el derecho de conservar el título de cualquiera de los productos adquiridos hasta que se reciba el pago completo de dichos productos.

Returns, cancellations and claims

In order to manage your claim you must make it through your order:

1. Access your customer area

2. Click on the order you want to claim

3. Open your claim in the claims or returns section.

We will answer your claim in 24-48 hours. Remember to check your client area to be up to date with our solution to your incident. If we have not received a response in 24-48 hours, we will close the incident and you will have to open a new one to be treated again.

I want to cancel my order before receiving it

    • You must contact B2B Hookah before your order is in process Customer Service department by calling 674747662 or through info@b2bhookh.com

    • If you have just placed the order and it has not been prepared in our logistics center. You will receive the refund in 24/48 hours in the same payment method with which you placed your order.

    • If the order has already been finalized, prepared or shipped, you must reject the receipt of the merchandise for the transport company to refuse the order. As soon as we receive the items, we will proceed to a full refund as soon as possible.

    • If you have already received it, you can make the return after delivery within the first 15 days, as long as the product is unused and in the same condition as it was received.

    • In the case of placing an order by cash on delivery, after the order is sent and upon arrival at its delivery address the client decides to reject it without justified reason, said client will be registered and will not be able to use this payment method according to the policies of company.

I want to return an order once received

You have 15 calendar days to exercise your right of withdrawal from the moment you receive your web order, provided that the products purchased have not been used, and are in the same state in which they were delivered.

In case of receiving the product with visible factory defects such as scratches, breaks due to transport or deformations in any of the elements, you must make your request within the first 24 hours after receiving the order.

You simply have to access your customer account, select the order you want to return and request the return of your order.

In the event that your claim is justified by reasons of deterioration or manufacturing defect at the time of receipt of the order, the purchase price and shipping costs will be reimbursed. If, on the contrary, you request a return for reasons beyond the condition of the products, the shipping and return costs of the order will be borne by the customer.

Once the merchandise arrives and the warehouse has verified its status, we will refund the amount of the product in the same payment method that you chose. Please note that shipping costs will not be returned in this case.

** The products on our website are subject to the manufacturer or supplier warranty.

I have received my order and it is incomplete

First, check that the product is listed on the invoice. If so, contact our claims department to solve the incident at info@b2bhookah.com or by calling 674 747 662.

Once our warehouse has made the appropriate checks, we will proceed to send the missing merchandise as long as we have that product in stock. It is important that you bear in mind that the deadline for communicating an incomplete order is 24 hours from receipt.

I have received the wrong product

In case you have received a wrong product, first check whether or not it is listed on the invoice with the characteristics you chose. It may be that you selected, for example, the wrong color during the purchase. If the product received does not match the one on your invoice, contact our claims department to solve the incident at info@b2bhookah.com or directly from your customer account through the web.

The claims department will be responsible for collecting the wrong merchandise free of charge and, once it arrives at our warehouse, exchange it for the correct product, if there is stock, or for the refund of the money in the same payment method that you chose when making the purchase.

I have received a defective product

If the product you have received has any damage caused by transport or any visible factory imperfection, you must immediately contact our claims department within the first 24 hours after the order is delivered. In order for your claim to be accepted, you must send us a photograph of the damaged product, a photograph of the box and a photograph of the shipping label in which all the information that appears on it is visible.

You can request the return or replacement of the product claimed on your order at info@b2bhookah.com or through your customer account on the website.

The claims department will process a free collection of the defective merchandise at the established address and will proceed with the exchange, once we have received the merchandise in our warehouses and according to the usual warranty management procedure.

When the refund of my return is made

The terms of refunding the money depend on the reason for the return and the method of payment:

     • Refunds for cancellation of a reservation or an order usually take between 24 and 48 hours from when you request the cancellation. If it is a purchase withdrawal or the order you wish to cancel has already been sent, the return may take up to 10 calendar days, as the merchandise must first enter our facilities.

     • Refunds by bank card do not usually take more than 48 hours from the moment the credit is generated. If after a few days you still do not receive a refund of your money, contact our Customer Service to solve the problem.

When will I receive my replaced product

The reimbursement period of up to 10 business days after receipt of the merchandise at our facilities and checking the status of the products.

If you have used the cash on delivery payment, you must send us an email to info@b2bhookah.com with the data and account number in which you want the refund to be made or indicate it previously in the return request.

If you detect any anomaly or excessive delay, contact Customer Service at info@b2bhookah.com or by calling 674 747 662.

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