Your satisfaction is important to us. If for some reason you are unhappy with your product, you may request to return it for store credit within 7 calendar days from receiving the shipment. Please email us your return request at sales@hookah-sense.com with a little note explaining the reason you were dissatisfied with the product. After receiving a return merchandise authorization (RMA) number from us, we will ask you to ship the product back with the RMA number marked on the outside package. After we receive the product and make sure that it is in its unused condition we will issue you store credit, which you can use anytime within 12 months from the sale date in our store. We do not however reimburse or credit you for shipping charges. All returned items must be in their original state, without blemishes or scratches or showing signs of wear and tear. Molasses products, for customs reasons, cannot be returned.
If you wish to exchange a product, you will need to notify us via email within 3 calendar days of receiving your order. Any exchange requests received after 3 days of delivery of the said product(s) will not be honored. The same procedure as returned merchandise above applies.
Please send us an email to sales@hookh-sense.com with your order number in the subject title followed by the word “Return”. Please state clearly in the email your reasons for the return and whether you’d like a store credit or exchange, and for which product. Exchanges are usually processed and dispatched within a few days of receiving the goods back.
Please note that we can only exchange an item for the same price or lower price than the original item (if lower, we will credit you for the difference less shipping charges for the original sale and shipping the new product as we currently do not offer a free returns service).