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Hookah Product Return Policy

International Return and Exchange Policy

When you shop at SouthSmoke.com, we want you to be completely satisfied. If for any reason you are not satisfied with your purchase, you may contact our dedicated customer support team for additional assistance by filling out our Customer Service Inquiry Form.

Due to International Regulations, International orders do not qualify for returns or exchanges with our company, thus all sales for International orders are final and are not eligible for refund or exchange. Due to OSHA Regulations and Policies, any item deemed disposable or any item that is used and/or opened may not be returned.

What do I do if my order is incomplete, incorrect or damaged?

Please be advised that we take every precaution in making sure that your order arrives in perfect condition. If your order is missing merchandise, incorrect, or damaged, please immediately submit an electronic inquiry via our Contact Us page. Damaged and/or missing merchandise must be reported to our company within (72) seventy two hours, but not to exceed (7) seven business days from the time of delivery to ensure that your cargo claim is processed and approved in a timely manner. Failure to report damaged and/or missing merchandise within (7) seven business days from the time of delivery may result in your cargo claim being denied by the shipping carrier and our company. Once a support ticket is established with our customer service team, we will help you throughout the claims process to effectively coordinate the information we require in order to achieve the resolution of your inquiry. Please understand that damage claims do take time to process with the applicable shipping carrier and we appreciate your patience and ongoing cooperation during this process. Please understand that merely submitting a support ticket regarding incomplete, incorrect, or damaged merchandise is only the first step and that we do require your continued cooperation throughout the claims process. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. Do not ship your damaged item back to our facility at any time as we do have a clear procedure to follow and we shall not be responsible for any loss or further damages caused in doing so. View our claims policy here.

What do I do if my order contains defective merchandise?

SouthSmoke.com prides itself on its ability to effectively perform quality control checks on all merchandise it manufactures or otherwise receives from third party manufacturers to detect against and eliminate defective merchandise from being passed on to its customers. While we take every reasonable step to detect against and eliminate defective merchandise from the SouthSmoke.com inventory, in the unfortunate situation that your order contains merchandise that you feel to be defective, please immediately submit an electronic inquiry via our Contact Us page. Defective merchandise must be reported to our company within (72) seventy two hours, but not to exceed (7) seven business days from the time of delivery to ensure that your claim is processed and approved in a timely manner. Failure to report defective merchandise within (72) seventy two hours, but not to exceed (7) seven business days may result in your claim being denied. SouthSmoke.com reserves the right at its sole discretion to either remedy, repair, replace the defective merchandise or provide store credit in the form of a SouthSmoke.com Electronic Gift Card for the defective merchandise. SouthSmoke.com is not responsible for honoring return or reshipping charges associated with a defective merchandise claim unless we pre-approve the same in writing and provide a return shipping label to you. Please do not merely ship back the merchandise, but permit our experienced customer service team to guide you through the process of determining if a replacement or store credit is necessary to remedy the situation. Please understand that merely submitting a support ticket regarding what you believe to be defective merchandise is only the first step and that we do require your continued cooperation throughout the claims process to determine if in fact the merchandise you received is defective. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. View our claims policy here.

Will my original shipping charges be reimbursed?

The original shipping charges that are applied to your order are not refundable. In the event that the actual shipping charges incurred to SouthSmoke.com by the carrier are greater than the shipping charges incurred by the customer, the customer will be responsible for the difference when merchandise is being returned. The customer hereby permits and authorizes SouthSmoke.com to process payment with the payment method utilized by the Customer at the time the order was placed for the added difference in shipping charges. In the event that the customer received free shipping through a promotional offer, the customer will be responsible for all shipping costs incurred by SouthSmoke.com if the value of merchandise being returned allows the order value to fall below the value of which shipping is provided at no charge. For more details regarding promotional offers please review our terms of service regarding the same.

When do return shipping and restocking fees apply?

SouthSmoke.com may issue restocking fees of up to 15% of the merchandise value being returned if your return is associated with your package being opened and inspected by your customs or border services. Restocking fees also apply if your package is returned as a result of your package not being claimed or picked up at your postal services facility. SouthSmoke.com may also impose return shipping charges associated with any International order that is returned to our facilities due to your package being opened and inspected by your customs or border services. Return shipping charges may also apply if your package is returned as a result of your package not being claimed or picked up at your postal services facility.

Can I file multiple replacement requests or claims on the same order?

All claims must be reported to our company in writing within (72) seventy two hours, but not to exceed (7) seven business days from the time of delivery to ensure that your claim is processed and approved in a timely manner. If you have already filed one claim on an order placed with SouthSmoke.com and you wish to file another claim on the same order, SouthSmoke.com reserves the right to honor or deny such a claim. It is your responsibility to report any and all issues with an order at one time in full. Multiple claim requests may not be honored. If more than one claim on the same order is approved, SouthSmoke.com reserves the right at its sole discretion to either replace the merchandise or provide store credit in the form of a SouthSmoke.com Electronic Gift Card for the merchandise being claimed. If a replacement is issued, SouthSmoke.com will only provide one replacement shipment per order and will not honor multiple replacement shipping requests. Once a support ticket is established with our customer service team, we will help you throughout the claims process to effectively coordinate the information we require in order to achieve the resolution of your inquiry. Please understand that claims do take time to process with the applicable parties and we appreciate your patience and ongoing cooperation during this process. Please understand that merely submitting a support ticket regarding your claim is only the first step and that we do require your continued cooperation throughout the claims process. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. View our claims policy here.

What are my options if my package has been opened/inspected by customs or border services?

If your SouthSmoke.com order was inspected by your customs office and is subject to additional import taxes and fees, it is your responsibility to pay these charges assessed by your customs and border services office. Unfortunately, SouthSmoke.com has no control over which packages are inspected by customs and which packages are imposed additional tariffs by your customs office. In regards to customs clearance on International orders, SouthSmoke.com ships packages to International destinations on a daily basis. Most International orders that SouthSmoke.com processes and ships clear customs with little or no duties and no problems. Please note that SouthSmoke.com clearly identifies that International orders may be subject to additional charges by customs in our International Ordering section. SouthSmoke.com also does not offer refunds back to the original payment method provided which is consistent with our International ordering policies and procedures. The International Ordering section of SouthSmoke.com clearly indicates that it is your responsibility to contact your local customs office to determine the different tariffs that your country may impose on imports depending on the merchandise ordered. If your current package is being held by your customs office, please review the different options available to you listed below for additional assistance with your package:

Option 1 - Claim Package From Customs Office:

You may claim your package from the local customs office and pay any applicable taxes and fees that were imposed on your package.

Option 2 - Refuse Package and Receive SouthSmoke.com Gift Card:

You may contact your local customs office and refuse your package. Your package will be returned to the SouthSmoke.com distribution and processing facility in the United States within approximately two to six weeks. You may be subject to return shipping charges and a 15% restocking fee if the package is refused due to customs fees. Once your package arrives back, you may choose to have a SouthSmoke.com Gift Card emailed to you for the merchandise value associated with your returned order minus any applicable return shipping charges and restocking fees. This gift card may be used on future online orders placed at SouthSmoke.com and is typically good for up to two years from the date of issue. You may use this gift card on one order or on many orders over time until the entire value of the gift card is depleted, depending on your ordering needs. Please note that the original shipping charges will not be reimbursed and only the applicable merchandise value after any return shipping charges and restocking fees will be provided with the SouthSmoke.com Gift Card. Please also keep in mind that your Smoke Points balance may be adjusted due to your returned order. Be aware that in the unfortunate event your return shipping charges and the 15% restocking fee exceed the value of the merchandise being refused, then we will not be able to issue a SouthSmoke.com Gift Card as the remaining value of the refused merchandise would otherwise be negated by your return shipping charges and restocking fee. Thus, your only option would be to pay to re-ship your merchandise with the same risk of customs levying import and/or VAT or simply abandon your order. SouthSmoke.com does not have any ability to control your countrys laws regarding imports and your obligations thereunder. This is the unfortunate risk you assume when placing an international order with our company. Please be advised that attempting a chargeback for merchandise you have a refused due to your countrys customs levying an import duty and/or tax which you are unwilling to pay is a violation of our terms of service and not a justifiable method for resolving this issue with our company. Prior to placing an international order it is highly recommended you review our terms of service regarding international ordering and returns with our company and the issues you may face importing products to your applicable country so you are well informed of the various risks associated with the same. You may find these links on our website as follows:
International Return and Exchange Policy: https://www.southsmoke.com/internationalreturns.cfm

 

If your order has been opened and inspected by your customs or border services, please immediately submit an electronic inquiry via our Contact Us page. Please make sure to include your Order Confirmation Number (Order ID) and all application information pertaining to your request and which option listed above you wish to proceed with. Please note that International requests regarding customs, tracking information, etc. may only be handled by submitting an electronic inquiry via our Contact Us page.