Returns Policy
Xookah is dedicated to offering you the best quality in our products and our service. Goods are not supplied on a trial basis, please therefore check compatibility or suitability for purpose with the manufacturer or other competent body prior to ordering. Please note that once an order is dispatched, it will be considered firm and any subsequent cancellations which are allowed by us must be returned to us at the customers expense with in 14 days of purchase.
This does not affect your statutory rights in a consumer transaction. All sales and products that are shipped are final. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We know that mistakes are sometimes made, though, and we are here to help remedy those problems. To start a return, you can contact us at cs@xookah.com .
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at cs@xookah.com .
Damages and Issues
Please inspect your order upon reception and contact us within 7 days of your receipt of the product if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In the case of broken merchandise upon shipment, a replacement will be shipped. Shipping and handling charges are non-refundable. It is important that you save all packing materials as well as the item itself.
When you contact us, we will give you instructions on how to proceed so that we may replace the item as quickly as possible. It is very important that you DO NOT send the item back to us until you have spoken or emailed one of our representatives.
We replace any Shisha the customer feels is not of a reasonable quality, with a replacement Shisha of the same type. There is strictly a no monetary or replacement of another choice of Shisha policy. Only under those circumstances may we consider returns. In all cases the customer is responsible for the cost of returning the faulty Shisha to us. Exceptions / non-returnable items Certain types of items cannot be returned if opened or used, like perishable goods (such as shisha flavours, charcoal or similar items), custom products (such as special orders or personalised items).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
