All products include a 30 Day Warranty, covering functional defects and aesthetic defects to an extent that we deem permissible. If you would like to open a Warranty Claim, please complete the form at the bottom of this page. Please describe your issue in full detail and provide a picture, in order to help us provide the correct solution. We are very glad to assist you, and will take the time to communicate with you to insure we resolve anything that is unsatisfactory.
If your issue is covered under Warranty, as determined at our discretion, we will ship part(s) to you to resolve the issue. We do not cover the replacement of any parts that are broken by an accidental drop or tip-over.
If you would like to submit a return request, please complete the form at the bottom of this page by selecting “Returns” in the first drop down. Please review these Returns Policies before submitting a request for Return
1. Returns must be requested within 2 weeks of receiving the product.
2. Only brand new items (never smoked from) in an undamaged box will be issued a refund. If we receive returned used product(s) we will not issue a refund, and it will be up to you to determine how to reclaim your returned used product(s)
3. Return shipping costs are not covered. If we approve your return request we will email you a return shipping label, then refund you the product cost less the shipping cost within 5 business days of receiving the return in New condition.
We do not support Returns for international shipments outside of the U.S. at this time.
We offer low-cost replacement parts, as inventory permits. Replacement parts are only available to customers who have ordered the same item as a complete product in the past. Waterpipe customers may order any color/size variation of the Waterpipe parts. Handpipe customers can order any color/style variation of Handpipe parts. We will cancel and refund a replacement parts order if no order history for the same product can be provided. Additionally, any replacement part order that is deemed to be intended to assemble a completely new product at a steep replacement part discount will be flagged, and placed on hold until we receive photo verification that the original product was wholly destroyed.
Please know we are happy to assist you in getting whatever it is you need to resolve an issue, but will be checking your order history before allowing your replacement part order to prevent abuse. We can always be reached for questions about finding the correct solution via the contact form below.