Returns, Warranty, & Refund Policy
At Shisha & Co., we aim to provide our customers with excellent products and services. If you encounter any issues with your purchase, please review the information below to understand our return, warranty, and refund process.
Warranty Information
Warranty Period
- All retailed devices are covered by a 90-day warranty from the date of sale.
- Products purchased beyond this period are not eligible for credit.
Warranty Exclusions
The warranty does not cover damage caused by:
- Accidental drops
- Water exposure
- Environmental factors
- Any other external causes
Clearance Items
- Products purchased at clearance prices are final sale and not eligible for refunds or exchanges.
Defective Parts
- If only a specific part of a device is defective or replaceable, only that part will be credited or replaced.
Reporting Damaged or Missing Items
Glass Products
- Any missing or damaged glass items must be reported within 48 hours of receipt.
RMA Requirements
- All warranty claims require a fully completed Return Merchandise Authorization (RMA) form.
- Claims must include either:
- The defective product(s), or Clear photos of the defective item(s)
Return Shipping Guidelines
Return Labels
- Customers are issued one (1) return label per month for all collected returns.
- Any additional returns within the same month must be shipped at the customer’s expense.
Customer Order Errors
- If an order was placed in error by the customer:
- The return must be shipped back to Shisha & Co. at the customer’s expense
- A 10% restocking fee will apply
- Requests must be submitted within 48 hours of delivery
Return Processing
Quality Inspection
- All returned items are inspected by our Returns Department.
- Only products confirmed to have a manufacturing defect will qualify for a credit.
Processing Time
- Returns are typically processed within 14 days after receipt of the product(s) and completed RMA form.
- Larger or more complex returns may require additional processing time.
Credit Notes
- Once approved, a credit note will be issued and emailed to the customer.
Refund Policy
Eligibility for Refunds
- Refunds are issued only for approved returns that meet the requirements outlined in this policy.
- Items must be returned in their original condition, unless the return is due to a verified manufacturing defect.
Refund Method
- Approved refunds will be issued in the original form of payment whenever possible.
- If the original payment method is unavailable, a store credit may be issued at Shisha & Co.’s discretion.
Non-Refundable Items
- Clearance or discounted items
- Products damaged due to misuse, negligence, or unauthorized modifications
- Items returned without an approved RMA
Refund Timing
- Once a return is approved and processed, refunds may take 5–10 business days to appear, depending on the customer’s payment provider.
Special Cases
Unusual Return Requests
- Shisha & Co. reserves the right to conduct a secondary review or investigation for unusual or exceptional return requests before issuing a final decision.