Refund policy

Last updated: 24th November 2025

At Shishapoint Delivery Ltd, we operate a strict no-returns and no-refunds policy, except where products are faulty, damaged on arrival, or incorrect. This policy is in place due to the nature of the items we sell, including consumables, hygiene-related items, tobacco-related accessories, and products that cannot be resold once opened or removed from their packaging.

1. No Returns – General Policy

We do not accept returns for:

  • Change of mind

  • Deciding you no longer want the product

  • Products opened or used

  • Incorrect flavour choice or preference

  • Items damaged due to customer mishandling

  • Items delivered via same-day courier where the customer fails to meet the driver

2. Faulty, Incorrect or Damaged Items

If your order arrives faulty, damaged, or incorrect, you must notify us within 24 hours of delivery at:

📧 info@shishapointdelivery.co.uk
Please attach clear photos or videos showing the issue.

Once verified, we will:

  • Replace the item or

  • Offer a refund if a replacement cannot be provided

We may ask you to return the item for inspection. If a return is required, we will provide instructions.

3. Non-Returnable Items (Under All Circumstances)

  • Shisha flavours, molasses, gels, pastes

  • Any consumable items

  • Coals and charcoal products

  • Mouth tips, hoses, bowls

  • Hygiene-sensitive accessories

  • Same-day delivery orders

  • Sale or promotional items

  • Gift cards

4. Refund Processing

Refunds, where approved, will be returned via the original payment method within 5–10 working days. Processing times may vary depending on your bank.

If you have not received a refund after 15 working days, please contact us at info@shishapointdelivery.co.uk.