Refund policy
Our Commitment
We want every customer to have a positive experience when shopping with us. If something isn’t right with your order, we will work with you to resolve the issue quickly and fairly.
Inspecting Your Order
Please inspect your order as soon as it arrives and before using the product.
If an item is damaged, faulty or incorrect, notify us as soon as possible so we can assist.
To make the process smooth, please provide:
- A clear photo or video showing the issue
- Your order number
- A brief description of the problem
This allows us to verify and support your claim promptly.
Breakage Replacement Guarantee
If your item arrives damaged or you receive the wrong product, we will arrange a replacement, refund, or store credit depending on your preference and stock availability.
Conditions:
- You must contact us within 14 days of delivery
- Photos/videos of the damaged or incorrect item are required
- Items must not be used
Once approved, refunds will be processed to the original payment method.
Refund Eligibility
Refunds or replacements are provided in cases of:
- Items damaged during transit
- Incorrect items received
- Faults or defects confirmed by our support team
- Orders where product descriptions were significantly inaccurate
We aim to process approved claims as quickly as possible.
Non-Returnable & Non-Refundable Situations
To maintain hygiene and safety standards, some returns cannot be accepted.
Returns will not be approved if:
- The product has been used
- Damage was caused by misuse, negligence or improper handling
- You changed your mind after purchase
- The item was delivered in the condition described in the product listing
- The product is outside the 14-day claim window
Used smoking products cannot be returned under any circumstances.
Quality Assurance
Every item is inspected and securely packaged before dispatch. We use protective wrapping to reduce breakage during transit, and it is rare for products to arrive damaged. If problems occur, we will resolve them promptly.
Process for Lodging a Refund or Replacement Request
- Contact us within 14 days of delivery
- Include photo/video evidence of the issue
- Our team will review and respond with the next steps
- If approved, refunds are issued to the original payment method or a replacement is shipped
Contact Us
To report an issue or request a refund/replacement, email our support team:
We’re here to help and will do our best to reach a fair and fast resolution.