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Exchange and return

According to the law, you can return or exchange the goods purchased from us within 14 days from the date of purchase without giving a reason and provided that the product, all its elements and packaging are in good condition. "Good condition" also means the absence of signs of use of the device, including smoking.

PLEASE NOTE! If the return occurs within 14 days from the date of purchase due to personal reasons of the buyer (wanted a different color, or a different model, etc.) - the cost of delivery of the return is borne by the buyer, since the return occurs not due to the fault of the seller and not due to problems with the goods.

We hope for your understanding in this matter :)

Return/exchange of goods under warranty occurs as follows:

  1. You send a photo or video confirmation showing the defect.
  2. We inspect the part. Then, we forward the information about the damage to the manufacturer and wait for a response. Depending on which manufacturer the damaged part is, the response may take from 1 hour to 1 week.
  3. If the warranty case is confirmed, we will exchange the defective product for a new one as quickly as possible and, if necessary, pay for the delivery. If at the time of exchange there is no similar product in stock, we will offer a replacement of the damaged product for the same one in a different modification, or an alternative. If the alternative product is more expensive, we will offer a good discount.

An exchange of goods for a similar value after 14 days from the date of purchase is possible, provided that the product and its packaging are in good condition. The buyer bears the cost of transporting the exchange.

Please note! If the hookah has been smoked even once, a characteristic smell of tobacco remains in its shaft, which cannot be removed. Accordingly, such a hookah is considered used and is not subject to return (even if the appearance and packaging correspond to the presentation). The same applies to hookah bowls, hoses, mouthpieces and flasks. Return of used goods is possible if the reason for the return is a defect or a mistake by the seller.

Frequently asked questions about exchanges and returns

Can I return a purchased item?

First, fill out the sales contract termination form and attach it to the returned item.
Then the goods can be returned via InPost.

Is it possible to return the goods by cash on delivery?

The store does not accept parcels with cash on delivery.

What should I do if I received a product that does not match my order?

If you have received an item that does not match your order, please contact us directly by email or phone.

What should I do if I receive a significantly damaged parcel?

If you receive a damaged parcel, please write a damage report in the presence of the courier and contact us directly by email or phone.

How to file a complaint about a defective product?

To submit a complaint, please contact us directly by email or telephone.

How long does it take to review a product complaint?

The period for reviewing claims regarding goods is up to 14 working days.