Return policy & information
Exchange & Returns
We sell our products with the underlying idea to add extra quality and experience to smoking hookah! We carry this through to our customer service. For example, we use a money-back policy where the order can be returned within 31 days without giving a reason. With this extra long return period you have plenty of time to think about your choice. Please note that the product must then not have been put into use. These are hygiene products.
Sending something back is already annoying, so we want to make it extra easy for you by means of 3 simple steps:
Step 1. Register your return with us by email.
- Do not forget to mention your order number.
- Is something broken / damaged? Always send a clear photo!
- Mention in the email subject: ''Return''
- Register your return by emailing: email@example.com or use our contact form.
- Never return something before we have confirmed it. It can be that the return needs to be returned to a local dealer instead to us!
Step 2. Print out the invoice and circle the items you have returned.
- Pack everything carefully so that breakable parts are protected during transport!
- Circle the item(s) you want to return.
- Write down if you want to exchange the product, or return the value of the product in credits (Premium points in your customer account) or bank transfer.
Step 3. Bring the return to a local post office and ship it to our showroom
- Ship it to:
Street: Boomsluiterskade 2
Postal Code: 2511VK
City: Den Haag
- The return costs are for the customer. You have to frank it that way that we will receive the order.
- Always get a printed tracking code from the post office. And safe it!
- No return products will be accepted that have been used.
- New and unused products can be exchanged or refunded without any reason within 31 days of purchase. We don't bother about that! We will credit the amount within 14 days after registration of your return!
- Products that are damaged during transport must be reported within 3 days of receipt by email or contact form..
- All products, which you indicate more than 31 days after receipt of the product, will not be processed.
- Send the product(s) within 14 days after registration of your return.
- Products damaged by the user cannot be returned. We check this upon receipt.
- For products that show a small defect or imperfection and of which you do not find it necessary to return, a voucher can be given if desired.
- Do not return broken/damaged products without our permission. Please send us a photo for review first.
- We will refund the amount to you within 14 days after registration of the return. Of course we must first have received the return. In the return portal you can see the status of your return.
- Note: A return service must first be registered with us by email so that we can email you a return link and confirm the return. (See the steps above)
If possible, state a reason for return. This helps us improve our products and service!
What should I do if the products arrived damaged?
We make a distinction between imperfections / damage / irregularities and real defects / defects. Read more below:
Because we sell handmade products, it sometimes happens that a product contains imperfections and irregularities.
You can rest assured that this imperfection will have no further influence on the quality of smoking. Premium-Hookahs is known for selling handmade hookah products, especially from Egypt, Turkey and other Eastern countries. Due to the manual work, a perfect, smooth finish is not present. In other words, it is quite normal to find welds, light wear and scratches on the rod or other marks that can be caused by bending metal.
We sell our handmade products with love but hope for understanding and acceptance from our customers. It is precisely the irregularities that distinguish the products made by artisans from the mass of products that come off the factory belt (mainly made in China).
We are selling mostly handmade products. These can always contain imperfections. We reserve us the right to not replace products that have small imperfections. The reason for this is that most handmade products we sell, always can have any kind of imperfections, as they are handmade. We hope for your understanding. If you want a full clean product withouth the chance on imperfections, please use our filters to filter out any handmade products on our website.
Defective / broken products
Mail us your order number and photos of the damage within 2 days of delivery. Read here which photos we need to assess the damage. Do not return the product after we have assessed the damage.
A hookah is purely an instrument to transport the smoke. If you do not receive enough smoke or taste, this is almost never due to the hookah itself. Read through all relevant blogs for tips on preparing your shisha tobacco and hookah.
Not satisfied with your product?
A hookah and many of our products are subjective. That means that the experience often depends on several factors. We also always compare setting up a water pipe with setting up a campfire. One time it sparkles spectacularly, and the other time there is a lot of smoke and little fire. It is often related to the many different products that we offer, each of which gives a different smoking experience in the various combinations. Learning to prepare a hookah and creating great smoking sessions with the new products takes time and getting used to/optimizing along the way. We are happy to help you improve your set-up for better smoking pleasure of your new products. Please contact us via our Whatsapp customer support!
Of course you can always contact the manufacturer directly. The manufacturer can offer you the fastest solution. Due to the many brands and parts currently on the market, we do not have all those parts and repair options available for every brand. The manufacturer always has this and can therefore help you faster than we can.
The contact details of the manufacturer are almost always on the packaging or can be requested via our contact form.
- More expertise and parts available for this specific product.
- Faster handling and result (Direct contact with the manufacturer is always faster than via Premium-Hookahs).
- This allows the manufacturer to improve its products and you also help other customers.
- The manufacturer often also offers an extra because he wants to maintain the brand image.
- Some manufacurers have their own waranty program through them. Ask them about it!
- Premium-Hookahs is the exclusive distributor of many highly regarded brands in this market. We therefore do everything we can to keep the service from these manufacturers as high as possible, with the end result being the highest possible quality of the product. We do this with brands and suppliers from all over the world who guarantee the highest quality available in the market today!
Mispicks or wrong delivered products
It almost never happens that we send you the wrong products and carefully treat every order.
In any mispick cases we reserve us the right that any mispicks or wrong delivered orders will be compensated with Premium points instead of re-shipped / returned, due to the high shipping rates abroad. If there will be no agreement between customer and Premium-Hookahs regarding the compensation, we reserve us the right to cancel the order from our side, and refund the order amount after receiving back the order. In all cases we will do our best to accomplish the best solution for you as our dear customer!
Where do I hand in my package?
Choose a shipper that creates a tracking code when taking in your order. Always ask for the tracking code and send a photo to us please. This can be done by email (firstname.lastname@example.org) or whatsapp (0031658801221).
What does return / exchange cost?
This depends per country. The costs of returning are for your own costs. You can also choose to bring it to our showroom in city centre The Hague, to save on the shipping return costs.
What amount will I receive a refund?
The purchase amount of the return products, excluding shipping costs.
How long will it take before I get my money back?
The payment by our payment provider takes place via the same payment method and takes place within 14 days after registration of your return!