Returns
Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Refunds and returns are not accepted on flavours and tobacco.
We do not replace or exchange items with small inconsistencies or scratches due to manufacturing. However, any major issues will of course be dealt with.
Free returns are not available for the following reasons:
- Multiple variations of the same item category were ordered and opened.
- Item was used (adding water to the vase counts as used).
- Ordering multiple variations so you can have a better look before deciding which ones to keep.
- Customers who are rude towards Shisha on Demand staff.
To request a free return, please fill the following form: Return request form
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Lost/missing in transit
If your item was lost in transit we will offer a full refund or replacement. Lost is defined as items with no tracking updates in 10 or more working days.
Missing items
If an item is missing from your order it must be reported within 3 days of the delivery date to be eligible for a replacement or refund. We have sole discretion in deciding whether or not to provide a refund or replacement.
Damaged items
If an item arrives damaged it must be reported within 2 days of the delivery date to be eligible for a replacement or refund. We have sole discretion in deciding whether or not to provide a refund or replacement.
Item marked as Delivered but I didn't receive anything
If the item is shown as delivered on the tracking with photo evidence we cannot offer any refund or replacement. It is the responsibility of the buyer to select a safe place with the courier if they are not going to be home at the time of delivery.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@shishaondemand.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@shishaondemand.com and send your item to: 5 West Close, London, N99QR, United Kingdom.
Shipping
To return your product, let us know and we will send you a label.
Depending on where you live, we may opt to collect the return item personally.
Bulk/wholesale orders and orders placed outside the website are not subject to this refund policy and we have sole discretion in deciding whether or not to accept these returns.
