Returns policy

Returns & Withdrawal Policy

Hookah Stories General Partnership (O.E.) aims for its customers to be fully satisfied with their purchases. For this reason, the Company offers the possibility of product returns in accordance with the provisions below, applicable legislation, and the Terms of Use of the online store.

1. Right of Withdrawal
The consumer has the right to withdraw from the purchase contract within fourteen (14) calendar days from the date of receipt of the order, without providing any justification, in accordance with applicable consumer protection legislation. To exercise the right of withdrawal, the customer must notify the Company within the above period by submitting a relevant request via email or telephone, stating the order number.

2. Return Conditions
In order for a product return to be accepted, all of the following conditions must be met cumulatively:

  • the product must be in its original condition
  • the product must not have been used
  • it must be accompanied by its complete and intact original packaging and all accessories
  • it must not show damage, alterations, or signs of use
  • it must be accompanied by the retail receipt or purchase invoice

In the event of non-compliance with the above conditions, the Company reserves the right to refuse the return.

3. Return Shipping Costs
Return shipping costs are borne by the customer.
An exception applies where:

  • the product is defective, or
  • the return is due to a proven error on the part of the Company.

Returns are carried out via a courier company of the customer’s choice, following prior coordination with the Company.

4. Exclusions from the Right of Return
Returns are not accepted in the following cases:

  • products that have been used
  • products with altered or damaged packaging
  • personal hygiene products whose packaging has been opened
    (indicatively: mouthpieces, consumables, accessories in direct contact with the mouth)
  • products that do not meet the conditions of this Policy.

5. Return Inspection
All returned products are subject to inspection by the Company in order to verify compliance with the terms of this Policy.
The Company reserves the right to reject the return of any product that does not meet the required conditions.

6. Refunds
Refunds are processed within a reasonable period following receipt and successful inspection of the returned product.
The refund method depends on the payment method used for the original order:

  • Credit / debit / prepaid card or other electronic payment methods:
    refunds are processed through the respective payment provider, credited to the same payment method used for the
    transaction.
  • Cash on delivery:
    refunds are made via bank transfer to the bank account (IBAN) indicated by the customer.

For this purpose, the customer must provide the Company with a valid IBAN corresponding to the customer or the lawful beneficiary of the order.
The IBAN is used exclusively for the completion of the refund and is not stored for future use.
The Company bears no responsibility for delays in refunds caused by incorrect or incomplete banking details provided by the customer.

7. Contact
For any questions regarding this Returns Policy, you may contact the Company:
Email: hookahstoriess@gmail.com
Phone: +30 6975636236