Refund policy
Returns at a glance
- Hookahs and accessories (bowls, hoses, bases, trays, tools and other reusable items): returnable within 14 days of delivery if unused.
- Tobacco, coals and consumables (including foil and disposable mouthpieces): final sale, not returnable.
- Return shipping: paid by the customer.
Hookahs and accessories
You can return a hookah or a reusable accessory within 14 days after you receive it. To be eligible, the item must be unused, in the same condition you received it, complete with all parts, and in its original packaging. Please include your order number or proof of purchase.
For hygiene reasons, we cannot accept returns of items that have been used. For hookahs this includes any hookah that has been filled with water, smoked, or had tobacco or charcoal placed in the bowl. The same applies to bowls, hoses and other accessories that have been used.
Tobacco, coals and consumables
Tobacco products (including Tangiers, Fumari and all other shisha), hookah coals and other consumables, such as foil and disposable mouthpieces, are final sale and cannot be returned or exchanged.
How to start a return
Email us at george@regalhookah.com with your order number before sending anything back. We will confirm whether the item is eligible and tell you where to send it. Items sent back without first contacting us will not be accepted.
Return shipping costs are the customer's responsibility, and original shipping charges are not refunded. We recommend a tracked and insured shipping method, since we cannot issue a refund for a return that does not reach us.
Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is damaged in transit, defective, or not what you ordered, contact us at george@regalhookah.com as soon as possible with your order number and photos, and we will make it right.
Refunds
Once your return arrives, we will inspect it and let you know whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since we approved your return, please contact us at george@regalhookah.com.
Exchanges
We do not process direct exchanges. To get a different item, return the eligible item and place a new order.
If the consumer laws of your country or state give you additional rights, those rights still apply.