We want you to love what you receive from LUKAH. Because of how our products are designed and used, we maintain specific parameters for returns and refunds.

1、Contact
Customer Service : info@lukahhookah.com
Use this email for ALL return, exchange, replacement (reship), and quality claims.

2、Scope
Applies to Lukah Hookah devices, heating heads, original batteries, and bundled accessories purchased through official channels (official website or authorized resellers). Purchases from unofficial, gray, or second-hand channels are excluded.

3、Definitions

1)Return: Sending back an unused, unopened product (no quality issue) within the allowed time window.

2)Exchange (Quality Replacement): Replacement of a device or part due to a verified manufacturing or functional defect.

3)Reshipment (Replacement Shipment): Sending missing, wrong, or shippingdamaged items after verification.

4)Defect: Non-user-induced failure (e.g., circuitry malfunction, heating failure, initial structural/seal defect).

5)Not a Defect: Minor cosmetic marks, normal wear, drops, liquid ingress, unauthorized disassembly, misuse, damage from incompatible accessories.

4、Return Policy (Non-Quality Reasons)

1)Time Window: 15 days from the carrier’s delivered scan. Late requests are not accepted.

2)Condition Requirements: Unopened, unused, unheated, uncontaminated (no contact with tobacco/liquid); all original packaging, inserts, accessories, gifts, manuals, and intact seals present.

3)Not Eligible for Return: Used or tested items; open-box / clearance / display items; modified or tampered units; missing accessories; clear signs of use (burn marks, residue, odor); subjective dislike failing the “unused” standard.

4)Restocking Fee: 20% of the item’s tax-inclusive price deducted for accepted returns.

5)Shipping: Customer pays return shipping with a trackable service; transit risk (loss/damage) is the sender’s responsibility.

5、12-Month Quality Replacement & Part Reship

1)Coverage Period: 12 months from delivery.

2)Covered Items/Issues: Device circuitry/control module failure, heating head failure, original battery abnormal failure (cannot charge/discharge or severe early degradation), initial structural or sealing defects.

3)Reship Scenarios:

-Missing Item (shortage) verified → free reship.

-Wrong Item (model/color/spec) verified → free correct shipment (return of wrong item may be required).

-Shipping Damage: Report WITH clear photos/videos (outer box, label, internal cushioning, damage detail) within 48 hours of delivery.

4)Exclusions: User-caused damage, liquid ingress, drops/impacts, overheating/sun exposure, use of non-original or incompatible accessories, normal cosmetic wear.

5)Resolution Order: (a) Part replacement; if insufficient → (b) full unit replacement (new or equivalent condition); if discontinued → (c) equivalent-value alternative (requires customer consent).

6)Shipping Costs: Outbound shipping for verified defects/reships covered by Lukah Hookah. If an item is required to be sent back for inspection and the issue is found non-defective or excluded, all related shipping costs fall to the customer.

6、Customer Notes

1)Photograph any suspicious external box damage immediately upon delivery (and retain all materials).

2)Do not unseal, power on, or heat the unit unless you intend to keep it.

3)Retain order confirmation, invoice, and tracking number for reference.

4)Use only original or certified chargers; avoid over-voltage or overcharging.

Keep device away from high heat, moisture, open flame, and strong impacts.

7、Limitations

1)Abusive, excessive, or fraudulent after-sales claims may result in refusal of service.

2)Unauthorized disassembly, modification, or third-party repair voids coverage.

3)Force majeure (natural disasters, regulatory or logistics disruptions) does not constitute breach.

4)Where mandatory local consumer rights provide stronger protection, those rights prevail.

5)Policy may be updated; continued purchase or use of after-sales services indicates acceptance of the latest version.