Refund policy

We are only granting the warranty privilege to manufacturing and delivery issues:
* Damage upon delivery of the courier
* Wrong item received

All claims must be filed within 24-48hrs upon receipt.

To be eligible for a return, the item must be unused, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hiddenhatchph@gmail.com or drop by at our physical address. Please note that returns will need to be sent to the following address: Grotto Hookah Lounge (398 Cabildo St, Intramuros, Manila, 1002 Metro Manila).

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Warranty-grant will not apply on damages due to buyer's negligence.

Exchanges
* Customers may contact our customer service and visit our physical store to initiate the exchange.
* In the case of online purchases, customers may need to ship the item back before receiving the exchange (Shipping fees will be shouldered by the buyer if it is not due to seller's fault).