Returns & Exchange
Returns and exchanges
In accordance with the Czech Civil Code (§ 1829 of Act No. 89/2012 Coll.) and the Consumer Protection Act
✅ As a consumer, you have the right to return goods bought online within 14 days without giving a reason.
Right of return (14 days)
Under § 1829 of the Czech Civil Code, when buying online a consumer may withdraw from the purchase contract within 14 calendar days of receiving the goods, without stating a reason.
Return conditions
- The item must be in its original packaging, undamaged and unused
- Returns are only possible for items that have not been opened (especially sealed tobacco products)
- All parts, accessories and documentation must be included
- The return must be filed within 14 days of receiving the goods
Items that cannot be returned
In accordance with § 1837 of the Czech Civil Code, returns do not apply to:
- Tobacco products and hookah tobacco with broken packaging
- Custom-made goods
- Hygiene items (mouthpieces, disposable sponges) once the packaging is opened
- Hookah charcoal once the packaging is opened
⚠️ Opened hookah tobacco and other consumables cannot be returned for hygiene and legal reasons.
Warranty claims (complaints)
All goods carry a statutory warranty of 24 months under § 2165 of the Czech Civil Code (for consumers). For B2B — 12 months by agreement.
Grounds for a claim
- Manufacturing defect
- Goods not matching the description on the website
- Damage during delivery
- Incomplete contents
How to file a claim
Email info@hookahmarket.cz with the subject “Complaint” or call +420 725 588 029. Attach a photo of the defect and your order number.
After the claim is confirmed, send the item to the address provided by the manager. Shipping costs for a justified claim are reimbursed.
The claim is handled within 30 days of receiving the goods (under § 2172 of the Czech Civil Code).
Replacement, repair, discount or refund — at the buyer’s choice for a justified claim.
Refund procedure
Refunds are issued within 14 days of receiving the returned goods. Money is refunded by the same method used for payment (bank transfer, card, cash).
Out-of-court dispute resolution
If a dispute arises that cannot be resolved directly, the consumer may turn to the Czech Trade Inspection Authority (ČOI): www.coi.cz