Refund & Cancellation Policy

Overview

At Thugs Life Shisha, we strive to ensure complete customer satisfaction with every purchase. This Refund & Cancellation Policy outlines the terms under which you may cancel an order or request a refund for products purchased from our website.

Order Cancellation

When Can You Cancel?

• Orders can be cancelled only when they are in "Pending" status (before the order is processed for shipping)
• Once an order has been shipped or dispatched, it cannot be cancelled
• To cancel an order, go to My Orders section in your account and click "Cancel Order", or contact us directly

How to Cancel an Order

• Online: Log in to your account → My Orders → Select the order → Click "Cancel Order"
• WhatsApp: Send your order number to +91 9560 274275
• Email: Send cancellation request to thugsshisha@gmail.com with your order number

Cancellation Window

You must request cancellation within 2 hours of placing the order for guaranteed cancellation. After this window, cancellation depends on whether the order has already been processed.

Refund Policy

Eligible Refund Scenarios

• Order Cancelled (Prepaid): Full refund to the original payment method
• Defective/Damaged Product: Full refund or replacement after inspection
• Wrong Product Delivered: Full refund or correct product shipped at no extra cost
• Product Not Delivered: Full refund if the product is not delivered within the estimated delivery window + 7 days

Non-Refundable Items

• Shisha tobacco and hookah flavors (opened or unopened) — for health and safety reasons
• Hookah coals and heating products
• Mouth tips and personal accessories (if packaging is opened)
• Items marked as "Final Sale" or "Non-Returnable"
• Gift cards and promotional vouchers
• Products damaged due to customer misuse

Refund Timelines

Refund Methods

Refunds are processed back to the original payment method used during purchase:

• Credit/Debit Card: Refund credited to the same card within 5-7 business days
• UPI: Refund credited to the same UPI-linked bank account within 3-5 business days
• Net Banking: Refund credited to the same bank account within 5-7 business days
• Wallets: Refund credited to the same wallet within 2-3 business days
• Cash on Delivery (COD): Refund via bank transfer (NEFT/IMPS) — you will need to provide bank account details

How to Request a Refund

To initiate a refund, please follow these steps:

• Step 1: Contact us via WhatsApp (+91 9560 274275) or email (thugsshisha@gmail.com) with your order number
• Step 2: Provide the reason for the refund request and attach photos if the product is damaged/defective
• Step 3: Our team will review your request within 24-48 hours
• Step 4: If approved, the refund will be initiated within 1-2 business days
• Step 5: You will receive a confirmation email/message once the refund is processed

Partial Refunds

In certain cases, partial refunds may be granted:

• If only some items in a multi-item order are returned, refund will be for those items only
• Shipping charges are non-refundable unless the return is due to our error (wrong/defective product)
• If an item shows signs of use beyond reasonable inspection, a partial refund may be offered

Exchanges

If you would prefer an exchange instead of a refund, please visit our Exchange Policy page for detailed information on our exchange process.

Dispute Resolution

If you are not satisfied with the resolution of your refund request:

• Contact our customer support team for escalation
• We will assign a senior representative to resolve the matter within 48 hours
• All disputes are subject to the jurisdiction of courts in New Delhi, India