This Returns and Exchanges Policy details your options on how you can cancel a contract with us, how you can return your purchase, and your rights in relation to obtaining a refund or exchange.
Return Process
Products that have been purchased through the Sales Channels may only be returned to our S-Class Hookah e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected S-Class Hookah retail boutiques, in accordance with these Conditions of Sale.
Products that have been purchased in S-Class Hookah retail boutiques may NOT be returned to our e-boutique distribution center.
To return a product to our e-boutique distribution center, you must follow the steps mentioned below:
Call the Client Relations Center.
You may choose (a) to use our pick-up service and agree on a pick-up date with our logistics partner, or (b) a parcel drop-off at any of our logistics partner’s network locations within the eligible return period. You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;
The Client Relations Center will send you a return form by e-mail or ask you to complete the return form that was enclosed with your product delivery;
Please fill out the required information on the return form and sign it;
You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;
Please seal the delivery package and affix the pre-paid airway bill received with your purchase;
For our pick-up service, our logistics partner will pick-up the sealed delivery package on the agreed date. For our drop-off service, please drop-off the product at the agreed logistics partner’s network location.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our S-Class Hookah e-boutique distribution center will be eligible for a refund or exchange. If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.
You may be able to return the product to a S-Class Hookah retail boutique in the country where your product was delivered. Please refer to our FAQs or call the Client Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
Condition of Returned Products
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original S-Class Hookah box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.