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Returns & Exchanges

Please return goods of unacceptable quality to us and we shall either repair, replace the same, or refund the purchase price you paid.

If you are simply unhappy with a product then while we have no obligation to, we’ll do what we can do to alleviate the problem.

At Chillum.co.nz, we understand that the process of returning an item is often an aggravating drawn-out enterprise.  Uncooperative customer service and delays can make you feel scammed.  At Chillum.co.nz online store we aim to do it better, with a great return policy that’s second to none in our field.

No Fuss

Although we prefer to receive our products, back in original packaging mint condition and clean, we understand this isn’t always realistically possible.  Other than the exceptions noted below, we’ll gladly accept your return either way.

Also at Chillum.co.nz, we don’t charge any fees for ‘restocking’ or ‘administrative processing’ or any other excuse that can be dreamed up. You may return products within 14 days of receipt of your purchase.

We only ask that you:

  • provide proof of purchase; and
  • pay for the return shipment;

and we will handle the rest as quickly as we can; whether you want a replacement, a new product or a refund of the purchase price.

Warranties only cover manufacturing faults or products damaged in transit.

Exceptions

– Consumable products

We don’t provide any replacement/refund rights or warranties* for consumable products if the packaging is broken, other than for damage in transit or as otherwise stated.  So please choose carefully.  Examples of consumable products include Shisha Flavour, mouth tips, etc

– Misuse and mishandling

No replacements will be made or refunds are given on any items for misuse or mishandling.

–Shisha Products.

There is no warranty for glass items (such as shisha glass pipes and bowls or parts) broken, chipped or scratched. If the items are damaged on arrival, please contact us immediately.

Consumer Guarantees excepted.

Note these warranties (and exceptions) are valid only at the time of purchase. Warranties are subject to change so please check warranties at the time of each purchase for any changes.

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