Last updated: October 9, 2026

We want you to be happy with your purchase. This policy explains when you can return an item or get a refund.

1. Check your order on delivery

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, tell us within 48 hours of delivery, with your order number and clear photos or a short video of the item and its packaging.

2. What you can return

You can request a return or exchange within 7 days of delivery if:

• the item arrived damaged or defective
• we sent the wrong item
• the item is unused, in its original condition and sealed packaging (for change-of-mind returns)

3. What we cannot take back

• Items that have been opened, used or had their seal broken, for hygiene and safety reasons. This includes hoses, mouthpieces, charcoal, tobacco, shisha flavours and other consumables.
• Items damaged by misuse, accidents or normal wear
• Items without original packaging or proof of purchase
• Special-order and clearance items, unless faulty

Glass parts are fragile. Breakages caused after delivery are not covered, but we will help where the damage clearly happened in transit and is reported within 48 hours.

4. How to request a return

1. Email info@smokehauz.ng or message +234 906 148 9352 with your order number, the reason, and photos where relevant.
2. We will review your request and reply within 2 business days.
3. If approved, we will tell you how to send the item back or arrange collection.
4. Pack the item securely in its original packaging.

5. Refunds

Once we receive and inspect the returned item, we will confirm approval. Approved refunds are paid by bank transfer to the account you used for payment, or to another account in your name that you provide, within 7 business days. For faulty, damaged or wrong items, we will refund the full price including delivery, or send a replacement if you prefer. For change-of-mind returns, we refund the item price less the original delivery fee, and you cover the cost of sending it back.

6. Cancellations

You can cancel an order before it is dispatched by contacting us as soon as possible. If you have already paid, we will refund you in full by bank transfer. Orders that have been dispatched are covered by the return rules above.

7. Contact

Smoke Hauz, 33a Adebayo Doherty Rd, Lekki Phase 1, Eti Osa 106104, Lagos. Email: info@smokehauz.ng. Phone: +234 906 148 9352.