1. All orders in Hola América are processed once payment by customers, establishing at this time the term delivery according to the territory. Being as follows: the orders for La Habana are delivered within a period not exceeding 24 hours, taking into account the time in which the order is issued (after 4pm orders our system processes them the next day). For the rest of the provinces the delivery time varies from 3 to 10 days. Customers should take into account that orders that are in a state of assigned may not be modified and those that have passed to the state of delivered may not be canceled.
2. At the time of delivery, the customer in Cuba has the responsibility of reviewing the joint products with the messenger in charge of the delivery. In case of showing any nonconformity, it will be entitled to not receive it and initiate a claim process for which you must keep the product received or have returned it at the time of delivery.
3. The period to establish a claim before the disagreement of an article received is 72 hours after the delivery of the order. We will not accept claims without timely evidence, photographic and physical say. Product conservation as it was delivered is a necessary element to initiate the claim process.
4. Hola América will have the responsibility of concluding a claim process within a period not exceeding 72 hours once it is received. Our customer service team will be giving an answer through the channel from where this process began, for which it will establish communication for the sake of determining, either the replacement of the product by another of the same category or similar, the return to the Credit or debit card used, which can be seen reflected from 3 to 7 business days, according to the terms established by the bank.
5. The channels established to communicate a replacement or claim will be the following ways, at the schedules included for this, from 8:00 am – 8:00 pm (ET), Monday to Sundays, by email to: [email protected], regular call to number +1 (888) 240-4352 or chat through WhatsApp +1 (786) 901-1675.
6. When a claim is established after 72 hours, Hola América will reserve the right as a company to initiate the process, taking into account the aspects mentioned above.