Refunds & Returns

Refunds & Returns

We are under no obligation to accept any returns or provide any replacements. We have sole discretion in deciding whether to accept returns. HookahCyprus.com is dedicated to offering you the best quality in our products and our service. Goods are not supplied on a trial basis, please therefore check compatibility or suitability for purpose with the manufacturer or other competent body prior to ordering. Please note that once an order is dispatched, it will be considered firm and any subsequent cancellations which are allowed by us will be subject to a 15% restocking fee or more, depending on the product, manufacturer policies, and circumstances; in respect of loss of profits, goods must be returned to us at your expense within 14 days of purchase. This does not affect your statutory rights in a consumer transaction. All sales and products that are shipped are final. In the case of broken merchandise upon shipment, a replacement will be shipped. Shipping and handling charges are non-refundable.

1. Damaged Product Box

If you receive a damaged product; please refuse the product upon original delivery attempt. If damaged products are accepted from the carrier, such damage should be noted on the carrier delivery record. Please save the product and the original box and packaging and notify HookahCyprus.com immediately to arrange for a carrier inspection and a pickup of damaged products. Please notify HookahCyprus.com of damaged products WITHIN THE FIRST 48 HOURS of receipt. Timely receipt of this information is necessary for HookahCyprus.com to file a damage claim. Damaged merchandise will only be exchanged for the exact same product. When you contact us, we will give you instructions on how to proceed so that we may replace the item as quickly as possible. It is very important that you DO NOT send the item back to us until you have spoken or emailed to one of our representatives.

2. Non-Damaged/Non-Defective, Unopened Merchandise within 14 days of Original Purchase Date

If you have non-defective merchandise which is unopened, we will issue an RMA # and will give you an address to ship the product to at your expense subject to a 15% restocking fee or more, depending on the product, manufacturer policies, and circumstances. Return shipping to us is at your expense. You can claim the remaining as credit to your account, if you do not require a product replacement.

3. Non-Damaged/Defective, Opened Merchandise

We will not accept returns on merchandise that has been opened and is not defective.

4. Defective Products

We know that mistakes are sometimes made, though, and we are here to help remedy those problems. If you received defective merchandise you must contact HookahCyprus.com within 2 days for replacement of defective merchandise with the exact same product. Again, it is important that you save all packing materials as well as the product itself. When you reach us, we’ll give you instructions on how to proceed so that we may replace the item as quickly as possible. Once more, please DO NOT send the item back to us until you have spoken with one of our representatives otherwise no credit or replacement shall be given on such items. 

5. Wrong Products

We know that mistakes are sometimes made, though, and we are here to help remedy those problems. If the product you received was not the product you ordered, please contact us by email within 2 days of receipt of the product. Again, it is important that you save all packing materials as well as the product itself. When you reach us, we’ll give you instructions on how to proceed so that we may replace the item as quickly as possible. Once more, please DO NOT send the item back to us until you have spoken with one of our representatives otherwise no credit or replacement shall be given on such items. 

6. Replacement Policy:

  • You are responsible for returning damaged or defective merchandise to HookahCyprus.com.
  • HookahCyprus.com will not ship replacement merchandise until receipt of damaged or defective item.
  • All defective or damaged returns are subject to verification.

7. Cancellation policy:

  • You can cancel your order only if it has NOT shipped out of our warehouse.
  • Failure to return a product within the return period will be deemed to be an acceptance of the product.

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