Returns & Exchange Policy

Returns & Exchange Policy

Here at PLX Smoke we love hookah and we want our customers to love their hookah as well, therefore we want you to be 100% satisfied with your order.

You may return all unused items purchased at plxsmoke.com within 5 days of the original delivery for a 100% refund (minus shipping costs). Items that are left out of the returned package will be deducted from the refund at full retail value. We will replace or exchange defective or broken items free of charge within the limitations of the time period and the unused condition of the returned items. For returns/exchanges other than broken or defective items, the customer is responsible for the return shipping cost.

Due to certain liabilities and legal regulations, any used items (i.e. used Hookah pipes, used Hookah hoses, or any other used accessory) are not returnable. All returns must be approved beforehand by communicating with us through email.

HOW TO RETURN/EXCHANGE AN ITEM:

  • All returns/exchanges need to be approved before having a package shipped back to us.
  • Send us an email to info@plxsmoke.com
  • Make sure you include any photos if any items are damaged/broken
  • Provide us with as much detail as possible of how we can resolve your issue to ensure a faster resolution process.
  • You will receive an email response with detailed return instructions.

For domestic returns (returns coming from the U.S.) please allow 2-3 weeks for a returned item to be credited back to your account. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3 to 5 business days). In many cases, you will receive a refund much quicker. We’ll notify you via e-mail once your refund has been processed. Feel free to contact us regarding the status of your return.

“REFUSED” INTERNATIONAL ORDERS:

If your order is shipping internationally (outside of the U.S) there is the small chance that the Customs Agency of your country will ask for additional duties before they release your package to you. If you choose to “refuse” the package instead of paying the duties, the order will be shipped back to us. Please contact us if you have decided to refuse your order so we know to expect it back.  Once your order has come back to us, we can either refund your credit card minus the original shipping cost.

Please allow up to 4-6 weeks for a “refused” package to arrive back to us. You will be notified by email once we receive your package.

DAMAGED/INCORRECT/INCOMPLETE ORDERS:

If you receive an order from us that is damaged, incorrect, or incomplete, please contact us immediately and we will rectify the problem. For items that arrive damaged or seem to be defective, please take digital pictures of the damage and email them to info@plxsmoke.com. In the email, please include a detailed description of the damage, as well as the original order/invoice number. In the unlikely event that an order arrives damaged, we will file a claim with the shipping carrier (which requires pictures of the damage) and rectify the problem with our customer. In most cases a damaged item will not need to be shipped back to us, however in the event that a damaged item needs to be returned to us, we will reimburse you for the shipping charges. Hold onto all damaged parts with the original packaging in case the Shipping Carrier requests a physical examination of the merchandise.

Please note: Damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy.

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