Refund and Returns Policy

1. Introduction

At Shisha Souq, we are committed to providing shisha home delivery services across Dubai, United Arab Emirates.

Due to the nature of our products, please read this Refund & Returns Policy carefully before placing an order.

2. Order Cancellations

  • Orders may be canceled before dispatch for a full refund.
  • Once the order has been dispatched for delivery, cancellation may not be possible.To cancel an order, please contact us immediately via phone or email.

3. Returns Policy

For hygiene and safety reasons, we do not accept returns on:

  • Opened shisha products
  • Used accessories
  • Consumable items (charcoal, flavors, etc.)

Returns may only be accepted if:

  • The item is damaged upon delivery
  • The wrong item was delivered
  • The product is defective

You must notify us within 24 hours of delivery to be eligible for review.

4. Damaged or Incorrect Orders

If you receive a damaged or incorrect product:

  1. Contact us within 24 hours of delivery.
  2. Provide clear photos of the product and packaging.
  3. Include your order number in the message.

After verification, we may:

  • Replace the product, or
  • Issue a refund, depending on the situation.

5. Refund Process

If approved:

  • Refunds will be processed to the original payment method.
  • Processing time may take 5–10 business days, depending on your bank or payment provider.

We are not responsible for delays caused by payment providers or banks.

6. Non-Refundable Situations

Refunds will not be issued if:

  • Incorrect delivery address was provided by the customer
  • The customer is unavailable at the time of delivery
  • The product has been used or tampered with

Request is made after 24 hours of delivery

7. Delivery Issues

If delivery fails due to incorrect information provided by the customer, additional delivery charges may apply for redelivery.

8. Contact Us

For refund or return inquiries, please contact:

Email: info@shishasouquae.com