Return Policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please note, when it comes to the quality of any tobacco brand we are not responsible for any inconsistencies or variations in the taste, formula or recipe changes by the manufacturer. If you come across any issues such as those, it is suggested to reach out to them as it is not a product we can do any form of quality control without actually opening and testing prior to shipping, which ofcourse is not feasible.

Clearance Products

If you purchased a product from our clearance section it is a FINAL SALE, no substitutions, replacement or refunds will be issued.  Of course in some cases, if there is an issue with a part or functionality we may be able to assist you and make sure that the product your order is functional.  We do our best to assure that all clearance hookahs and accessories are functional and may only have cosmetic issues.  When it comes to clearance shisha or charcoal, since we are unable to actually test the products they are truly a final sale and there will be no exchanges or refunds on those products.

If you received free shipping and would like to return your order or any portion of your order, return shipping cost will be your responsibility.  If you did not get free shipping on your order, we will only cover the return shipping charges if either, there was a mistake on the products ordered or if a product is damaged and cannot be replaced.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-4 business days.

Shipping charges are non-refundable.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at cs@thehookah.com.

Exchanges
If items are used, we will only replace them in case of a manufacturer defect. Any defects on used items must be reported to us within 3 days of receipt. If you need to exchange an items that has a a manufacturer defect, send us an email at cs@thehookah.com with pictures highlighting the defect. Once your return is approved you may send it to:

The Hookah
Attn: Returns
11142 Fleetwood St. Unit 9
Sun Valley CA 91352
United States.

Shipping
To return your product, you should mail your product to:

The Hookah
Attn: Returns
11142 Fleetwood St. Unit 9
Sun Valley CA 91352
United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.