When you shop at Hookah Hub you get a full 30 Day Money Back Guarantee. We want you to be totally satisfied with your purchase. If you're not, you can return your item(s) for a full, hassle-free refund or exchange. See below for important details.
We follow a strict quality control process that helps ensure every product meets our rigorous quality standards. This exclusive process involves the testing of each part for leaks, cracks or damage to guarantee the highest standards.
General Overview
If you are not satisfied with your new, unused item(s), first please do not use any item(s), then please create a support ticket for return or exchange authorization. After you receive return authorization; not before, you may simply send the items you are not satisfied with to our warehouse in original, new, unused condition within 30 days of the confirmed delivery date of your package.
We will then refund the full purchase price of the item(s) or exchange the item(s) within 5 business days after receipt of your returned item(s). All shipping charges are non-refundable as they've already been paid to UPS or USPS by us on your behalf. Merchandise that is returned damaged or missing items will be charged a 10% restocking fee and will be charged for the missing or damaged item(s).
Returns will not be accepted without prior return authorization. Merchandise that has been found to be used and/or is found not to be defective or damaged or merchandise that has been opened and deemed disposable will not be accepted, refunded or exchanged and can either be returned to the customer at the customer’s expense or disposed of at our warehouse.
We recommend that returned item(s) be returned via a pre-paid, insured, and traceable method to ensure a safe and documented delivery. Returned packages will be processed within 5 business days, after which the customer will be contacted via the support ticket system.
Missing & Incomplete Items
PLEASE DO NOT USE YOUR ITEMS! If your order arrives with merchandise that is incorrect, missing, or defective, please create a support ticket within 5 business days of confirmed delivery of your merchandise. Incorrect or missing items must be reported within 5 business days of delivery, so that your claim may be processed and approved in a timely manner. Merchandise that is found to be defective may be repaired or exchanged, please create a support ticket as soon as possible for additional details.
Damaged & Broken Items
PLEASE DO NOT USE YOUR ITEMS! If your order arrives with merchandise that is damaged or broken, please create a support ticket within 3 business days from the date of confirmed delivery date and please hold on to all original packaging and contents for 5-7 business days; excluding weekends, for the shipping carrier to investigate. All damage claims must be reported within 3 business days from confirmed delivery date to insure that your claim may be processed and approved with the shipping carrier. Reporting damages over 3 business days from confirmed delivery date may result in your claim being denied by the shipping carrier.
Refused Orders
Customers are responsible for all customs, duties and taxes that are applicable to their order. Customs charges are between the customer and their government and have nothing to do with Hookah Hub. These fees are processed and calculated by the country's customs brokerage departments upon entrance into any country other than the USA. These charges are payable upon delivery. Refusal to pay these charges will result in the package being returned to Hookah Hub with an additional shipping charge that will be deducted from the customer's refund.
Cancelled Orders
Cancellations requested before shipment will be issued a full refund less a 10% restocking fee. Cancellations requested after shipment will be issued a full refund less a 10% restocking fee and less any/all shipping charges. The reason for the 10% restocking fee is quite simple; when you place an order on our site we pay our payment processor a fee. This same free also applies when we refund your money. Therefore we pay our payment processor for both your original order and your refund.
Incorrect Shipping Address & Non-Deliverables
Incorrect shipping addresses may also result in returned packages. If a customer decides to have the package reshipped to a deliverable address, all applicable shipping charges will be charged. If the customer decides to decline reshipment, the order will be restocked and customer will receive a refund for the returned item(s) less all shipping charges and a 10% restocking fee.
Tobacco & Herbal Shisha Refunds/Exchanges
Refunds and/or exchanges for hookah tobacco and/or herbal shisha are not possible due to food and safety health regulations.
Important Instructions
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