Please read the full HiLookah warranty and refund policy as laid out below.
Incorrect or Missing Items: Upon delivery, please thoroughly check the items you received. If there are items from your order that are missing or incorrect, please contact us as soon as possible.
(Note: For glass water pipes and pieces the color shipped is selected randomly and we do not process returns or exchanges for the wrong color received on these items.）
Please email email@example.com with your order number or proof of purchase and photos of any incorrect items.
(Note: If such items are not reported within 3 working days of delivery, we may not be able to issue store credit.)
Damaged or Broken item(s): If your order is received damaged or broken, please do not use it. *It may be dangerous to do so*. Please do not throw away any broken item BEFORE contacting us, we may require a photo of the damage before a replacement/refund can be offered.
Warranty regards to the glass water pipes, we ask that all water pipes and accessories be tested WITHOUT smoke prior to use in order to identify any functional issues. We cannot replace anything that has been damaged or broken after the first use.
Our return/refund policy only applies to structural damage that has occurred during shipment and threatens the integrity and/or function of the item.
Breaks and cracks that occur after shipment has been completed do NOT qualify as product defects.
If your HiLookah Glass piece was NOT purchased from our website we are unable to offer a warranty or replacement for damage. Please inspect and check all glass from 3rd parties prior to purchasing it.
All glass water pipe and glass accessories items are handmade so there may be some small variability in size and shape.
Please keep the original packaging. Contact our customer service team clearly stating the product name and order number/proof of purchase and photo/video of the damaged or broken item(s). Email: firstname.lastname@example.org
If your piece was broken by accident, please contact email@example.com for a special replacement discount.
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. HiLOOKAH is not liable for any harm inflicted by broken glass products.
3 Month Manufactures Warranty: HiLookah offers a 3-month manufacture warranty on all of our vaporizers, oil pens, dab pens & E-nails. If you experience any issues with your device(s), please contact our customer service team. Clearly state the fault and order number/proof of purchase in your email to firstname.lastname@example.org.
Please note if a product requires replacement, the customer will have to pay for their own shipping when returning the item(s). Please contact our customer service team email: email@example.com.
Any products/accessories/vapes, etc that were damaged as a result of user use or misuse does not qualify for a refund or replacement.
Returns by mail USA Only: Pack your item(s) securely in the original product packaging. All items must be returned in their original condition (including all paperwork, packaging, and accessories).
Before returning any item, contact our customer service team for a return reference number. They will then advise of the USA return shipping address and return case number.
Shipping Fees: Shipping fees are non-refundable. If you refuse any shipments from HiLookah.com, you will be held responsible for the original shipping charges.
Delivery Claims: If your tracking information shows that your package was delivered, but you can’t find it:
Within 24 hours of the expected delivery, please do the following actions & measures stated below:
- Verify the shipping address.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- See if someone else accepted the delivery on your behalf. e.g. neighbor, other members of the household.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
If you have completed these measures, then please contact our support team as soon as possible, email: firstname.lastname@example.org