30 Day Money Back Guarantee

Shop UrbanHookah.com with the comfort of knowing that your order is backed by a 30 Day Money Back Guarantee. This 30 Day Guarantee gives you plenty of time to check items for color, high-quality, and size. If for any reason you need to return or exchange an item, please submit a support ticket to obtain return authorization. Once you receive return authorization you may return the unwanted items in new, unused condition within 30 days of the confirmed delivery date and we will gladly refund, repair or exchange your item(s) hassle free. All shipping charges are non-refundable.

Damaged Item(s)

If your order arrives with merchandise that is damaged please hold on to all original packaging and contents and please submit a support ticket no later than 3 business days from the date of confirmed delivery. All damage claims must be reported within 3 business days from confirmed delivery to insure that your claim may be processed and approved with the shipping carrier. Reporting damaged item(s) more than 3 business days from confirmed delivery may result in your claim being denied by the shipping carrier.

Incomplete, Incorrect, or Defective Item(s)

If your order arrives with merchandise that is incomplete, incorrect or defective please submit a support ticket within 5 business days of the confirmed delivery of your merchandise. You must contact us within 5 business days of delivery so that your claim may be approved and processed in a timely manner. Merchandise that is found to be defective may be repaired, exchanged or refunded.

Merchandise that is returned damaged with missing or damaged packaging or missing item(s) will be charged a 10% restocking fee. No 10% restocking fee will be charged if the merchandise is returned in the original, undamaged and unused condition.

Returns will not be accepted without return authorization. Merchandise that has been used or is found not to be defective or damaged will not be accepted and will be returned to the customer at the customer's expense.  All tobacco and herbal shisha are non-refundable due to health regulations.

We recommend you use UPS Ground or Fed Ex Ground to return your package. Returned packages will be processed within 5 business days and customer will be contacted.

Herbal Shisha Return(s)

Due to health and safety regulations all consumable goods such as herbal shisha is non-refundable.