Returns and Exchanges

At Hola, we want every hotel, resort, guest house, Airbnb property, and hospitality buyer to receive the right products in good condition. We supply hotel toiletries, guest amenities, dental kits, personal care products, dry amenities, dispensers, guest slippers, and other hotel essentials with careful packing and quality checks.

This Returns and Exchanges Policy explains how returns, replacements, exchanges, and refunds are handled for orders placed through www.buyhola.com.

Return Window

Hola offers returns within 30 days of delivery for eligible products.

To be eligible for return, the product must be unused, unopened, undamaged, and in its original packaging. The product should be returned with the original invoice, labels, tags, accessories, and packaging material, wherever applicable.

For hygiene and safety reasons, used, opened, damaged, altered, or partially consumed toiletries and personal care products cannot be accepted for return.

Products Eligible for Return

You can request a return or exchange if:

You received a wrong product
You received a damaged product
You received a defective item
You received missing items in the order
The product is unused and unopened
The product is eligible under our return policy

All return requests are subject to verification by the Hola support team.

Products Not Eligible for Return

The following products may not be eligible for return or exchange:

Opened or used hotel toiletries
Opened personal care products
Used dental kits, shaving kits, vanity kits, combs, loofahs, slippers, or hygiene products
Customized hotel amenities
Private label products
Printed packaging products
Made-to-order products
Bulk orders produced specially for your hotel or business
Products damaged due to customer handling
Products without original packaging or invoice
Clearance, sale, or promotional items, if marked non-returnable

Customized, branded, or made-to-order products cannot be returned unless they are damaged, defective, or incorrectly supplied by Hola.

Damaged, Wrong, or Missing Products

If you receive a damaged product, wrong item, or missing product, please contact us within 48 hours of delivery.

Please share the following details with our support team:

Order number
Product name
Clear photos or videos of the product
Photos of the outer carton
Photos of the shipping label
Details of the issue

After receiving the details, our team will check the case and provide a suitable solution. Based on the issue, we may offer replacement, exchange, refund, store credit, or other support.

Exchange Policy

Exchanges are allowed for eligible products only. If you want to exchange a product, the item must be unused, unopened, and in its original condition.

Exchange approval depends on product availability and the reason for exchange. If the requested replacement product is not available, we may offer another similar product, store credit, or refund as applicable.

For hotel bulk orders, exchange requests will be reviewed based on quantity, product condition, and packaging status.

Return Pickup

Wherever possible, Hola may arrange return pickup through our courier or logistics partner. Return pickup availability depends on your location and courier serviceability.

If reverse pickup is not available at your location, you may be asked to send the product back to our warehouse through a trusted courier service.

Customers are requested to pack the return parcel safely to avoid damage during transit. If the returned product is damaged due to poor packing, the return or exchange may be rejected.

Return Shipping Charges

If the return is due to a wrong product, damaged product, defective item, or missing item caused by Hola, we will bear the return shipping or replacement shipping cost where applicable.

If the return is requested due to customer preference, wrong order selection, change of requirement, or address issue, return shipping charges may be borne by the customer.

For bulk orders, special shipping charges may apply depending on weight, carton size, location, and logistics partner.

Refund Policy

Once we receive the returned product, our team will inspect the item. If the product is approved after quality check, the refund will be processed through the original payment method, store credit, or another approved mode.

Refund processing may take 5 to 10 business days after approval, depending on the payment gateway, bank, or internal process.

Shipping charges, handling charges, COD charges, customization charges, packaging charges, or any non-refundable charges may not be refunded unless the issue is caused by Hola.

Replacement Policy

If the product is damaged, defective, or wrongly supplied, Hola may send a replacement after verification.

Replacement will be provided only when the issue is reported within the required timeline and the product is verified by our team.

If the same product is not available, we may offer an alternative product, store credit, or refund as applicable.

Bulk Orders and Hotel Supply Orders

Hola serves hotels and hospitality businesses, so many orders may include bulk quantities of toiletries and guest amenities.

Bulk orders are handled differently from small retail orders because they may involve special packing, large cartons, customized dispatch, or business procurement requirements.

Bulk order returns or exchanges will be reviewed case by case. Returns may not be accepted for bulk products unless there is a genuine issue such as wrong supply, damage, defect, or shortage.

Customized and Private Label Products

Customized hotel toiletries, private label amenities, printed packaging, branded guest supplies, and made-to-order products are not eligible for return or cancellation once production, printing, packing, or dispatch has started.

If there is any printing error, product defect, or wrong supply from our side, we will review the issue and provide a suitable solution after verification.

Order Cancellation

Orders can be cancelled only before dispatch. Once the order has been shipped, cancellation may not be possible.

For customized, private label, printed, or made-to-order products, cancellation may not be accepted once processing, production, printing, or packaging has started.

How to Request a Return or Exchange

To request a return or exchange, please contact our support team with your order details.

Please include:

Order number
Registered mobile number or email address
Reason for return or exchange
Product photos or videos, if applicable
Invoice copy, if available

Our team will review your request and guide you through the next steps.

Important Conditions

Return or exchange requests must be raised within the applicable timeline.
The product must be unused, unopened, and in original packaging.
Hola reserves the right to reject returns that do not meet policy conditions.
Refunds or replacements will be processed only after verification.
Products damaged due to customer use, storage, or handling are not eligible for return.
Delivery delays alone may not qualify for return unless the product is damaged, defective, or wrongly supplied.

Contact Us

For returns, exchanges, refunds, damaged products, or order support, please contact us:

Hola
Website: www.buyhola.com
Phone / WhatsApp: +91 972345 5627
Email: contact@buyhola.com

Our team will help you resolve your return or exchange request as quickly as possible.