Refund policy
Vapes
Vapes are considered perishable goods.
Vapes are mass-produced by the 100's of thousands per day with the assistance of machines and manual labour. For that reason occasionally we do come across some faulty vapes. Unfortunately, we cant test them before shipment. If you do come across a faulty vape please read our vape policy before contacting us.
Due to the nature of vapes, we have strict deadlines on when we are able to offer you replacements for any received vapes that appear to be faulty. Disposable vapes are NOT reusable. When you receive your vape and it appears to have scratches (a rare occurrence), please keep in mind this does not fall under being a fault and should not affect how the vape is operated. When they are received by us and delivered to you they are sealed and may have minor scratches whilst in transit.
Below is our refund or replacement policy regarding vapes. You will have a limited amount of days to be eligible for a refund or replacement based on the quantity you purchased. It is encouraged for you to test all vapes that you receive as soon as your order is delivered. Please include supporting evidence in your email. A short 5-second video showing us the fault is sufficient evidence.
Under 5 vapes - 3 days to contact us from the delivery date.
5-10 vapes - 5 days to contact us from the delivery date.
10-20 vapes - 10 days to contact us from your delivery date.
20+ Vapes - the outcome will be Case by Case. Please contact us via email at sales@hookain.com.au
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or replacement.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
YOU MUST NOT DISCARD ANY PURCHASED ITEMS AND STILL HAVE THE ORIGINAL PRODUCTS IN YOUR POSSESSION TO BE ELIGIBLE FOR ANY REFUND OR REPLACEMENT. IF YOU FAIL TO SHOW US PROOF OF AN ITEM OR FAULT YOUR REFUND/REPLACEMENT WILL BE REJECTED.
To start a return, you can contact us at sales@hookain.com.au. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@hookain.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Due to hygiene regulations, we can NOT accept any returns/ exchanges for any used hookah products such as hookah pipes, hose, disposables/plastics. If there are any quality issues or damages in transit. You Can reach out to us at sales@hookain.com.au
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
