Refund policy

At Heaven Hookah (heavenhookah.com), every exquisite hookah is a bespoke masterpiece, meticulously handcrafted to order upon receipt of payment. Reflecting the premium quality and substantial investment in our artisanal creations, we offer a customized 7-day return policy to ensure fairness and uphold our standards. You have 7 days from the delivery date to request a return, subject to the following conditions.

Eligibility for Returns

To qualify for a return, your hookah must remain in its original, unused condition, complete with all tags, packaging, and accessories as received, and accompanied by a valid receipt or proof of purchase. Returns are accepted solely for verified defects in craftsmanship or damages attributable to shipping, as confirmed by our inspection. Given the custom-made nature of our products, returns for any other reasons—such as a change of mind or dissatisfaction—are not permitted.

Initiating a Return

To start the return process, please contact us at support@heavenhookah.com. All returns require prior approval, and items sent back without authorization will not be accepted. Once approved, returns must be shipped to the address we provide, and we will supply a return shipping label along with detailed instructions.

Damages and Issues

Please inspect your order thoroughly upon receipt. If you identify any defects, damages, or receive an incorrect item due to shipping or manufacturing issues, contact us immediately at support@heavenhookah.com. Our team will assess the situation and take swift action to address it.

Non-Returnable Items and Exceptions

As our hookahs are crafted to order, they are considered non-returnable except in cases of confirmed quality issues or shipping-related damage. For clarification on the eligibility of specific items, please reach out to us.

Exchanges

The quickest way to secure the item you desire is to return your current hookah (if eligible) and place a new order once the return is approved.

Refunds

After receiving and inspecting your returned hookah, we will notify you of our decision. If approved due to a quality or shipping issue, your refund will be processed to your original payment method within 10 business days. Please note that bank or credit card processing times may vary. If more than 15 business days have elapsed since approval without a refund, please contact us at support@heavenhookah.com.

For any return-related inquiries, our dedicated team is available at support@heavenhookah.com. Thank you for choosing Heaven Hookah, where each piece is a uniquely crafted work of art tailored exclusively for you.