Thehookahlab.com wants you to be 100% satisfied with your order. You may return all unused items purchased at Thehookahlab.com within 30 days of the original delivery for a refund(less shipping costs and a 15% restocking fee). Please be sure to carefully read the instructions below on how to return/exchange an item.
It is recommended that you initiate the return process as soon as possible to ensure that we receive your package at the appropriate time.
We will replace or exchange defective or broken items free of charge within the limitations of the 30 days and the unused condition of the returned items. For returns/exchanges other than damaged or defective items, the customer maintains responsibility for the return shipping amount.
Any used items (i.e., used hookahs, used hookah bowls, or any other used accessory) or opened items (i.e., opened boxes, packaging, or containers of hookah tobacco, opened coal packs, or any item where the "seal" has been broken) are not returnable.
All returns will be thoroughly inspected once we receive them before a refund is issued.
Please allow 2-5 days for a refund to reflect on your bank statement once your return has been processed.
Customer Service is available Monday through Friday: 11:00 am-8:00 pm EST. Please contact us at +1 (305) 707-7880 and/or email us.