Refund policy

RETURN AND REFUND POLICY

At LeOrange Smoke, our goal is to ensure all customers are satisfied with their purchases. We take pride in our 98% satisfaction rate, continually backed by our customers. Our specialized team processes orders carefully to ensure items are packaged to withstand any potential damage during transit. We welcome any feedback or concerns once you receive your order.

Damaged Items

If your item arrives damaged, please contact us within 48 hours of delivery. Damage occurring in transit will require a claim process directly through the carrier. However, damage that suggests a manufacturing error will be handled directly by our team. To facilitate a swift resolution, include any necessary images or videos as proof of damage.

Incorrect Items

Should you receive an item that differs from what you ordered, please reach out within 48 hours of delivery. We understand that human error can occur, and we sincerely apologize for any inconvenience. We’ll work to meet your expectations and provide a timely resolution.

Available Resolutions

For damaged or incorrect items, LeOrange Smoke offers the following resolutions: store credit, refunds, or replacements.

Lost Packages

Unfortunately, lost merchandise must be handled directly with the carrier. We are here to assist you in filing a claim and ensuring that all necessary documentation is provided to the carrier. Please note that in cases of theft, we will await the carrier's resolution to avoid interfering with investigations or duplicate shipments. Carrier claims are expected to be processed within 7 to 10 business days.

Returns Due to Dissatisfaction

If you decide to return an item due to dissatisfaction, please be aware that any return shipping costs will be your responsibility. Additionally, returns initiated for reasons other than defects or errors will incur a 20% restocking fee. Returns are only accepted within 15 days of the recorded delivery date. All items must be in unused condition and in their original packaging. (See Return Requirments below).

Missing Items

Missing items must be reported within 48 hours of delivery. To assist, and offer a swift resolution please provide pictures of the items you received, including the box and any visible shipping labels. These images are necessary to accurately review all aspects of the order and shipment. 

Please note that in cases requiring carrier involvement, we will await their resolution to avoid interfering with investigations or duplicate shipments. Rest assured, we are here to support you through this process and ensure all necessary documentation is provided.

Return Requirements

To be eligible for a return, items must meet the following conditions:

• Be unused and in their original packaging. We will not accept used items for return under any circumstances.

• While we understand that some products may require usage to ensure proper function, we recommend contacting us for assistance, as malfunctions are often due to missing parts or easily replaceable pieces. 

Exchanges

We allow exchanges only if reported within 48 hours of receipt. Items must be unused and in their original packaging. All shipping costs for exchanges are the customer's responsibility. Due to stock availability, we cannot guarantee the requested item will be available if the 48-hour window is exceeded. We do not hold or reserve stock, and all items are subject to availability changes.

Refunds

While refunds are offered, all requests will be thoroughly reviewed before being authorized to maintain the integrity of our business. Refunds may be denied, and in such cases, we will offer a replacement, store credit, or coupon codes of similar value. Please note that any shipping costs incurred are non-refundable.

Product-Specific Notes

• Charcoal: Once opened, the shelf life is subject to climate and storage conditions. All charcoal comes sealed and properly wrapped to ensure it remains dry and protected from weather alterations. Unless there is a notable change in quality or appearance upon receipt, we cannot offer resolutions for issues once the item has been opened and the suggested timeframe has passed. 

• Hookahs and Accessories: While all items undergo a thorough inspection before shipping, minor defects may occur. We use only premium materials to ensure the quality of our products. However, we make no claims regarding glass items, as they are at risk of damage, such as breakage or cracks, when exposed to environmental changes or mixed with other materials in use.

We are here to help you navigate any difficulties or unexpected circumstances related to the delivery of our products. Please contact us at hello@leorangesmoke.com to ensure we provide you with clear guidance and resolution.