Shipping and Refund Policy

Shipping Time

1. Shipping Duration

• We strive to deliver your Smookah products to you promptly. Our standard shipping duration is 1-2 weeks, but actual delivery times may vary depending on your location and other factors. Please note that international orders may take longer to reach their destination due to customs and import procedures.

2. Tracking Information

• Once your order is processed and shipped, we will provide you with tracking information so that you can monitor the status of your shipment. You can use this information to get real-time updates on the delivery of your Smookah.

3. Delivery Address

• Please ensure that your shipping address is accurate and complete to avoid any delays or issues with the delivery of your order. We are not responsible for any errors or delays caused by incorrect or incomplete address information.

4. International Shipping

• We offer international shipping for our customers outside the United Kingdom. Please be aware that international orders may be subject to import duties, taxes, and customs fees, which are the responsibility of the recipient.

Refund Policy

1. Satisfaction Guaranteed

• We want you to be completely satisfied with your Smookah purchase. If, for any reason, you are not happy with your order, please contact us within 30 days of receiving your Smookah.

2. Refund Process

• To initiate a refund, please send an email to support@smookah.co.uk with your order details and the reason for the refund request. We will review your request and guide you through the refund process.

3. Return Conditions

• To be eligible for a refund, the Smookah product must be in its original condition, unused, and in its original packaging. We reserve the right to refuse a refund if the product does not meet these conditions.

4. Shipping Costs

• Shipping costs for returning the product will be the customer’s responsibility. We recommend using a trackable shipping service to ensure the safe return of the product.

5. Refund Processing Time

• Once we receive your returned product, we will inspect it and notify you about the status of your refund. If your request is approved, your refund will be processed within a reasonable timeframe to the original method of payment.

6. Non-Refundable Items

• Please note that certain items, such as shisha flavors and pods, may not be eligible for a refund due to health and safety reasons.

7. Damaged or Defective Products

• If you receive a damaged or defective Smookah product, please contact us immediately. We will work with you to resolve the issue, either by providing a replacement or a refund.