1 Return Eligibility – What Can Be Returned

We want every customer to feel confident shopping at Qube Shisha. We offer a 7-day return window from the date of confirmed delivery for eligible items.

• Return Request Timing: The return must be formally initiated within 7 days of delivery — not order placement or dispatch date.
• Unused & Sealed Condition: The product must be completely unused, unassembled where applicable, and in its original factory condition.
• Original Packaging Intact: The product must be returned in its complete original box, including all accessories, spare parts, gaskets, hoses, and documentation that came with it.
• Proof of Purchase: A valid order number from qubeshisha.com is required to process any return or exchange request.

2 Non-Returnable & Non-Refundable Items

Due to health, hygiene, and safety regulations that govern tobacco and smoking accessories in India, the following categories are strictly non-returnable and non-refundable once delivered and opened:

• Used Hookahs & Bases: Any hookah stem, base, or complete set that has been assembled and used for smoking.
• Shisha / Hookah Flavours: Any opened flavour pouches, tins, or jars — regardless of how much has been used.
• Silicone Hoses & Mouthpieces: All hookah hoses and mouth tips once the hygiene seal is broken.
• Used Clay Chillams (Bowls): Any chillam/bowl that has been heated, packed with flavour, or placed on a hookah stem.
• Charcoals & Coal Burners: Opened coal boxes and used electric burner accessories.
• Products with Signs of Damage by Misuse: Items that show evidence of intentional damage, mishandling, or improper coal usage after delivery.

3 Transit Damage & Wrong Item Claims

We ship every hookah and fragile item in reinforced, multi-layer cushioned packaging. Despite this, courier mishandling can occasionally cause damage in transit. Here is how we protect you:

• Report Window: Transit damage or wrong item received must be reported within 24 to 48 hours of delivery via WhatsApp or email.
• Evidence Required: Your unboxing video, clear photographs of the damaged item and packaging, and your order ID.
• Resolution: After verification, eligible claims will be resolved through a free-of-cost replacement or store credit, depending on stock availability. Cash refunds may apply where replacement is not possible.
• Processing Timeline: Replacement shipments are typically processed within 7 business days of claim approval.

4 Refund Process & Timeline

Once your returned item is received at our facility in Meerut and inspected for the stated return condition, refunds are processed as follows:

• Refunds are credited only to the original payment method (card, UPI, net banking, or wallet) used at the time of purchase.
• Shipping charges paid at the time of purchase are non-refundable unless the return was caused by our error (wrong item sent).

5 How to Initiate a Return – Step by Step

Returning an item with us is straightforward. Please follow these steps exactly:

1. Send a WhatsApp message or email to our support team with your order ID, product name, reason for return, and clear photographs of the product within 7 days of delivery.
2. Our team will review your request and respond within 24 to 48 hours with a return approval or denial along with reasoning.
3. If approved, you will receive a return shipping address (our Meerut facility). Please pack the item securely in its original box to prevent damage in return transit.
4. Ship the item using a tracked courier service and share the tracking number with our team. Return shipping charges are borne by the customer except in cases of wrong item delivery.
5. Once the parcel is received and inspected, your refund or replacement will be processed within 7 to 10 business days.

6 Shipping Policy – Dispatch, Packaging & Delivery

• Order Processing: All orders placed on qubeshisha.com are processed and packed within 1 to 2 business days (excluding Sundays and public holidays).
• Estimated Delivery Time: Standard delivery across India typically takes 4 to 7 working days after dispatch, depending on your location and courier serviceability.
• Courier Partners: We ship via trusted partners including Delhivery, Bluedart, Xpressbees, DTDC, and India Post for remote locations.
• Tracking: A shipment tracking number is shared via SMS/email once your order is dispatched from our Meerut facility.
• Fragile Packaging: Hookahs, glass bases, and clay chillams are packed with multi-layer industrial bubble wrap, corner protectors, and double-walled corrugated boxes to withstand courier handling.
• Delays Beyond Our Control: Delivery timelines may occasionally extend due to courier strikes, natural disasters, festive backlogs, or remote area logistics. We will notify you proactively if your order is delayed.

7 Customer Responsibilities

To ensure smooth order fulfillment and a hassle-free experience, customers are responsible for the following:

• Accurate Delivery Details: Providing a correct and complete delivery address, active phone number, and PIN code at the time of placing the order.
• Availability at Delivery: Ensuring someone is present at the delivery address to accept the parcel. Unclaimed or undelivered orders due to customer unavailability may be returned to origin and re-shipping charges may apply.
• Immediate Inspection: Inspecting the package at the time of delivery itself. Do not sign the delivery receipt if the outer parcel box appears visibly crushed, torn, or tampered.
• Proper Hookah Usage: Following all safety guidelines for charcoal heating, coal placement, and hookah assembly to prevent accidents and avoid invalidating return eligibility.
• Age Compliance: Confirming that you are 18 years of age or above at the time of purchase as per Indian law.

8 Contact Us & Grievance Redressal

For all queries related to returns, refunds, damaged products, shipping delays, or general order support — please reach out to our team directly. We aim to respond to all support requests within 24 business hours.