- We do not refund or exchange on items that have been customised due to change of mind, unless the customisation is faulty. In this instance, please email hookaholicau@gmail.com
- Any faults such as failure to use the shisha for its sole purpose must be reported to us during the first 48 hours of receiving your order. Any faults reported to us after the first 48 hours of receiving your order will not be valid and we cannot provide any refund or exchange past this point. Faults do not include small scratches or any abrasions as these could have occurred during delivery and do not affect the shisha from performing its main purpose.
- We do not offer refunds if you place an order with incorrect customisation. We provide you with an opportunity to assess your order upon purchase therefore, no refund will be given under these circumstances.
- Upon returning goods you must provide clear proof of issue (your full name and order number) and items completely unused and in original packaging. We allow you 14 days to arrange the return, after you have made appropriate contact within the first 48 hours of receiving your order.
- You are responsible for returning the items purchased and must provide proof of the return with a valid tracking number. Thank you!
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