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.
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 firstname.lastname@example.org
- 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.
“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.
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 email@example.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.