What is your return/exchange policy for hookahs or other items?
Hookah-Shisha.com wants you to be 100% satisfied with your order. You may return all unused items purchased at Hookah-Shisha.com within 30 days of the original delivery for a 100% refund (less shipping costs). Items (including freebies) left out of the returned package will be deducted from the refund at full retail value. We do not charge a restocking fee, but be sure to carefully read the instructions below on how to return/exchange an item. We will replace or exchange defective or broken items free of charge within the limitations of the 30 day time period and the unused condition of the returned items. For returns/exchanges other than broken or defective items, the customer maintains responsibility for the return shipping amount.
Due to certain liabilities and legal regulations, any used items (i.e. used Hookah pipes, used Hookah hoses, or any other used accessory) or opened items (i.e. opened boxes, packaging, or jars of shisha tobacco, opened coal packs, or any item where the "seal" has been broken) are not returnable. All resent items will be shipped by UPS ground domestically. All returns must be returned with an approved RMA (Return Merchandise Authorization) and are thoroughly inspected once we receive them before a credit is issued.
HOW TO RETURN/EXCHANGE AN ITEM:
All returns/exchanges require an approved RMA (Return Merchandise Authorization) number. RMA requests can be submitted online, or you may call us toll free and request an RMA by phone.
To submit an RMA Online:
1. Login to your account (log in page) and click on "View Previous orders"
2. Click on "Order Details" under the order you wish to return
3. Scroll down to the bottom and click on "Request a Return Authorization (RMA)"
4. Select the items you wish to return and the reason you wish to return them (i.e. "The replacement base I ordered did not fit my hookah, I would like to try the small base"). Click "continue."
You will receive an email within 24-48 hours with detailed return instructions. Please contact us by email or by phone if you do not receive an RMA email within 1-2 days, or need a rush to be placed on any replacement parts.
For domestic returns (returns coming from the U.S.) please allow 2-3 weeks for a returned item to be credited back to your account. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3 to 5 business days). In many cases, you will receive a refund much quicker. We'll notify you via e-mail once your refund has been processed. Feel free to contact us regarding the status of your return.
"REFUSED" INTERNATIONAL ORDERS:
If your order is shipping internationally (outside of the U.S) there is the small chance that the Customs Agency of your country will ask for additional duties before they release your package to you (please see our Ordering Info page for more information on this). If you choose to "refuse" the package instead of paying the duties, the order will be shipped back to us. Please contact us if you have decided to refuse your order so we may make note to expect it back. Once your order has come back to us, we can either refund your credit card less the original shipping cost and a 15% re-stocking fee, or apply store credit for the amount of the order less shipping and a 15% re-stocking fee.
Please allow up to 4-6 weeks for a "refused" package to arrive back to us. You will be notified by email once we receive your package.
If you receive an order from us that is damaged, incorrect, or incomplete, please contact us immediately and we will rectify the problem. For items that arrive damaged or seem to be defective, please take digital pictures of the damage and email them to firstname.lastname@example.org. In the email, please include a detailed description of the damage, as well as the original order/invoice number. In the unlikely event that an order arrives damaged, we will file a claim with the shipping carrier (which requires pictures of the damage) and reship the damaged item to you immediately. In most cases a damaged item will not need to be shipped back to us (i.e. a broken base or broken clay bowl) however in the event that a damaged item needs to be returned to us, we will reimburse you for the shipping charges. Hold onto all damaged parts with the original packaging in cases where the Shipping Carrier will request a physical examination of the merchandise.
Please note: Damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy.
Please feel free to contact us with any questions regarding our policies.