At Hookalei, we are dedicated to providing exceptional service from start to finish. This policy outlines our collection process to ensure a seamless and satisfactory experience for all our clients.

1. Collection Timing:

• Our team will retrieve the shisha set from your location 24 hours after delivery. We will notify you in advance to confirm the collection time. Please ensure that you are available or have made necessary arrangements to hand over the equipment.

2. Equipment Condition:

• All items must be returned in good condition. Upon collection, our staff will inspect the shisha set for any damages. If the equipment is found to be damaged or in poor condition, the applicable fees will be charged as per our Damage Policy.

3. Safe Handover:

• You are required to hand over the shisha set personally to our collection agent. If you cannot be present, you may leave the set in a pre-agreed safe area. Please inform us of the location in advance to avoid any confusion or loss of equipment.

4. Damage Fees:

• If damages are observed, the corresponding fees will be applied. These fees are intended to cover the cost of repairs or replacement necessary to maintain our quality standards. The specific fees and damage assessment criteria are detailed in our Damage Policy, available on our website and upon request.

5. Failure to Return:

• It is important that the shisha set is ready for collection as agreed. Failure to return the equipment within the specified time frame will result in additional charges, potentially including the full cost of the set.

6. Security and Responsibility:

• While the shisha set is in your possession, you are responsible for maintaining its condition and security. Any loss or damage from failure to secure the set adequately may result in charges up to the full replacement cost.

Contact Us: For any questions or to make special arrangements for your shisha set collection, please contact our customer service team at info@hookalei.ae.

We appreciate your cooperation and thank you for choosing Hookalei to enhance your shisha experience. By adhering to this policy, you help us maintain the quality of our products and services for all customers.