Return & Refund Policy
At LinkUp Shisha, we are committed to providing the highest quality shisha equipment and supplies to our global B2B partners. We understand that sometimes a return may be necessary. Please review our policy below regarding returns and refunds.
1.Eligibility for Returns
To be eligible for a return, the following conditions must be met:
Condition: Items must be unopened, unused, and in the same condition that you received them.
Packaging: Items must be in their original packaging with all seals intact.
Consumables: Due to hygiene and safety standards, shisha flavors (molasses), charcoal, and disposable tips cannot be returned once the original seal or vacuum packaging has been broken.
Timeframe: Return requests must be initiated within 14 days of receiving your shipment.
2.Shipping Costs & Refunds
Return Shipping: The cost of return shipping is the sole responsibility of the customer. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Non-Refundable Costs: Please note that the original shipping fees paid at the time of purchase are non-refundable.
Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment, minus any initial shipping costs.
3.Damaged or Incorrect Items
If you receive an item that is damaged during transit or if the wrong product was delivered:
Please take photos or videos of the damaged packaging and the product immediately.
Contact our support team within 48 Stunden of delivery. We will prioritize these cases to ensure you receive a replacement or a proper solution.
4."Contact Us First" – Our Solution-First Approach
We value our relationship with your business. Before initiating a formal return through your bank or shipping provider, we strongly encourage you to contact us directly. In many cases—especially for international B2B orders—we can provide faster and more efficient solutions, such as:
Technical troubleshooting for equipment.
Store credit or discounts on future orders.
Partial refunds for minor issues.
Our goal is to keep your lounge or shop running smoothly.
How to Start a Return
To start the process, please reach out to our team with your order number:
WhatsApp: +86 152 1772 6609
Email: [email protected]
Response Time: We typically respond to all inquiries within 24 business hours.