Refund and Returns

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Exchanges and returns are available up to 30 days after receiving your item. Items eligible for exchange and returns must be unused, undamaged, and in its original packaging. Customers will be liable for the return shipping fee for exchanges and refunds.

Several types of goods are exempt from being returned. Perishable goods such as flavours cannot be returned.

Additional non-returnable items:

  • Gift cards

To complete your return, we require a receipt or proof of purchase.

Please send your purchase back to us.

There are certain situations where only partial refunds are granted:

  • Hookah with obvious signs of use
  • Shisha Flavours and coal packet that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular-priced items may be refunded. Clearance items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Shipping returns

To return your product, you should mail your product to the return address provided by us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Damaged Items

Broken items and replacements: Due to some of the products we sell at KVDE Hookah are made out of fragile material, we acknowledge potential damage could occur during transit. As such, if you receive your order damaged, contact must be made within 48 hours of receiving your item in order to receive a replacement or refund. The item must not be used and be returned with the original packaging.

Photo Evidence required when reporting Damage items.
Please upload a photo, clearly showing:
• The packaging
• Parcel label
• Damaged items

Change of Mind

Returned in its original condition;

in its original unopened/unused and sealed packaging; and

accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase).

Except as set out above, KVDE Hookah shall not provide a refund or replacement if you simply change your mind, unless KVDE Hookah chooses to do so at its absolute discretion.

If we do accept such cancellation, the customer must pay an amount to us which in KVDE Hookah’s reasonable view reflects the loss that we will suffer as a consequence of the cancellation. KVDE Hookah shall set off this amount against any moneys already paid to us by the customer for this product and refund the balance.

Gift Cards

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at {email} for questions related to refunds and returns.