Exchanges
30-Day Exchange
Exchange unworn hookahs within 30 days of delivery
Free Exchange
We provide free exchange shipping labels for all eligible exchanges
Easy Process
Simple online exchange process with tracking
Report an Issue
Contact our customer support within 24 hours of delivery if you received a damaged, expired, or incorrect item.
Unboxing Video Required
Please record a clear unboxing video of the package/parcel at the time of opening. The video is required as proof to process any exchange or replacement requests.
Verification
Provide your order details, unboxing video, and photos of the product issue so our team can verify the claim.
Exchange / Replacement
If approved, we’ll arrange for pickup or replacement delivery of the affected items.
Exchanges are only accepted for damaged, expired, or incorrect products
Issues must be reported within 24 hours of delivery
An unboxing video of the package/parcel is mandatory as proof to request any exchange
Products must be unopened and in original packaging
Perishable items or bottles opened/consumed are not eligible for exchange
Cracked items are not eligible for exchange
Proof of purchase (receipt or order confirmation) is required
We reserve the right to reject exchanges that don’t meet policy requirements
Fill out the form below to initiate your exchange request
Can I exchange hookah after delivery?
No, due to safety and legal reasons, hookah cannot be exchanged once delivered unless it is damaged, expired, or incorrect and supported by a valid unboxing video.
Do I need to pay for exchange shipping?
No, if your exchange is approved for damaged, expired, or incorrect items with a valid unboxing video, we’ll handle the pickup or replacement at no extra cost.
When will I receive my refund?
Refunds are processed within 3–5 business days after we verify and approve the exchange request along with the required unboxing video proof.
Can I exchange a product for a different one?
Exchanges are not allowed for liquor. If your product is damaged or incorrect and supported by a valid unboxing video, we’ll provide a replacement for the same item or issue a refund.
Is an unboxing video required for exchange?
Yes, an unboxing video is mandatory for any exchange request. The video must be clear, continuous (no cuts or edits), and recorded from the moment the package is opened. Without a proper unboxing video, exchange claims will not be accepted.
What if my order arrived damaged?
Please contact us within 24 hours and provide a clear unboxing video along with photos of the damaged items. Without an unboxing video, we may not be able to process the exchange or refund. Once verified, we’ll arrange a replacement or refund as per our policy.
Need Help?
Our customer service team is here to assist you with your return.