Please contact us at info@cloud9shishalounge.com for returns. Cloud 9 Shisha Lounge will not accept any returns for shisha tobacco purchased. We are under no obligation to accept any returns or provide any replacements. We have sole discretion in deciding whether or not to accept returns.

Cloud 9 Shisha Lounge is dedicated to offering you the best quality in our products and our service. Goods are not supplied on a trial basis; therefore, please check compatibility or suitability for purpose with the manufacturer or any competent authority prior to ordering.

Please note that once an order is dispatched, it will be considered firm. Any subsequent cancellations that are permitted by us will be subject to a 25% handling fee in respect of loss of profits.

Goods must be returned to us at the customer's expense within 14 days of purchase. This does not affect your statutory rights in a consumer transaction.

All sales and shipped products are final. In the case of broken merchandise upon shipment, a replacement will be shipped. Shipping and handling charges are non-refundable.

We understand that mistakes can happen, and we are here to help remedy those issues. If you have received a damaged item, please contact us by email within 1 day of receiving the product. It is important that you keep all packing materials as well as the item itself. Once you contact us, we will provide instructions on how to proceed so that we can replace the item as quickly as possible.
It is very important that you DO NOT send the item back to us until you have spoken with one of our representatives.

If the item you received was not the item you ordered, please contact us by email or live chat on the site within 1 day of receipt. Again, it is important that you save all packing materials as well as the item itself. Please DO NOT send the item back until instructed, otherwise no credit or replacement will be provided.

Cloud 9 Shisha Lounge will ONLY ACCEPT RETURNS FOR FLAVOURS if they are unopened and factory sealed. All accepted returns are subject to a 25% restocking fee, except in cases where the error was on our website or in our shipping.