Refund & Return Policy
Refund & Return Policy Overview
All returns must be shipped back to us within 30 days of purchase. All returned products must be in their original condition and complete in order to receive a full refund. Any missing pieces will be deducted from the total price of the product. Refunds will be applied back to the same form of payment used at the time of purchase once the package has been returned to our store.
* Used merchandise will not be returned or exchanged.
* Shipping, handling or insurance charges will not be refunded.
Custom-made and special-order items are not returnable.
We cannot guarantee that a product’s color or size will match exactly what you see on your computer screen, as all screens are different and majority of our products are hand made. If you are unsure of how a product will look in real life, we encourage you to contact us for more information before placing your order.
Customer may return item(s) for a full refund minus the shipping cost along with a 20% restocking fee. Customer is responsible for mailing package back to Gilani Hookah. Customer is also responsible for packaging and return mailing fees.
In the rare event that an item arrives damaged or defective, the customer is responsible for letting us know via email within 24 hours of receipt. The customer is to save all packaging and shipping materials until notified otherwise.
Customers may cancel an order at any point prior to shipment. If an item has already been processed for shipment, cancellation is no longer an option.
Unfortunately, we are unable to cancel custom-made and special-order items.
Shipping & Delivery
Shipping
All orders are packaged up with the proper and discreet packaging materials so orders arrive in perfect condition. All orders usually take 1-2 days for processing and ready for shipping.
International Orders
We ship internationally, the shipping costs are based on your location, and the total weight of your order.
Processing Time
Please allow up to 7 business days processing time. International credit cards may need to be verified. Additionally international packages are not dispatched on a daily basis since they have to be hand delivered to a U.S. Postal Office.
Taxes and Duties
Although we do our best to guarantee a smooth and hassle-free shipment to your country, you are responsible for any charges imposed by your countries government if any.
Transit Times/Customs
Please allow up to 10 business days transit time (Excludes Saturday and Sunday) for your order to be delivered to your country. Delivery times do not include customs clearance and local delivery. Your local customs department and shipping courier will decide that.
Restocking Fee
If a package is refused and returned to us due to High taxes and or duties applied by your local government, a 20% restocking fee will apply to the items ordered. Refunds will be applied back to the same form of payment used at the time of purchase once the package has been returned to our store. Shipping charges will not be refunded. We are not responsible for any items confiscated or lost along the way.
HOW TO RETURN/EXCHANGE AN ITEM:
Send us an email stating the reason for your return and provide us with your Invoice Number.
You will receive an email within 24-48 hours with detailed return instructions. Please contact us by email or by phone if you do not receive an email within 1-2 days, or need a rush to be placed on any replacement parts.
We will provide the return shipping address once your return is approved.