Refund and Returns Policy
At JoyHookahs, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, we offer a clear and straightforward refund and returns process to assist you.
By placing an order on joyhookahs.com, you agree to the terms outlined in this policy.
Return Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be unused, unopened, and in its original packaging
- The return request must be made within 7–14 days of delivery
- The product must be in the same condition as received
Products that have been used, damaged, or altered after delivery may not be eligible for a return.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return, including:
- Opened or used hookah products
- Shisha flavors or consumables once opened
- Charcoal products
- Clearance or sale items (if specified as non-returnable)
Damaged or Defective Products
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Provide clear photos and details of the issue so our team can review and resolve it promptly.
Depending on the situation, we may offer a replacement, store credit, or a full refund.
Return Process
To initiate a return, follow these steps:
- Contact our support team through the website with your order details
- Provide the reason for the return along with any required proof (images if applicable)
- Wait for approval and return instructions
- Ship the item back to the provided address
Returns sent without prior approval may not be accepted.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be processed to your original payment method
- Processing time may take 5–10 business days, depending on your payment provider
Shipping fees (if applicable) are generally non-refundable unless the return is due to our error.
Exchanges
We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact our support team with your order details.
Shipping Costs for Returns
Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping method, as JoyHookahs is not responsible for lost return shipments.
Order Cancellation
Orders can only be canceled within a limited time after placement. Once an order has been processed or shipped, it cannot be canceled. Please contact us as soon as possible if you wish to request a cancellation.
Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- Check your bank account again
- Contact your payment provider or bank
- If the issue persists, reach out to our support team for assistance
Contact Us
If you have any questions about our Refund and Returns Policy, please contact us through joyhookahs.com. Our team is here to help and ensure a smooth experience.