Refund policy

RETURNS AND REFUNDS POLICY

HookahStandard

Effective date: 8 August 2026

This Returns and Refunds Policy explains how cancellations, statutory withdrawals, returns, defective products and refunds are handled by:

HOOKAH SOLUTIONS s.r.o.
Trading as: HookahStandard
Registered office: Čínská 748/5, 160 00 Praha 6, Czech Republic
Company identification number (IČO): 297 73 431
Registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 452164
Email: info@hookahsolutions.com
Telephone: [INSERT CUSTOMER-SERVICE TELEPHONE]

This Policy forms part of our Terms and Conditions. Nothing in this Policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted.

  1. IMPORTANT INFORMATION ABOUT REGULATED PRODUCTS

HookahStandard sells tobacco and other age-restricted or regulated products. Returns of these products can involve additional health, safety, excise-duty, tax-marking, traceability, customs and transport requirements.

For this reason:

  • Do not return tobacco, nicotine products or other excise goods across a border without first requesting our return-routing instructions.

  • Do not send regulated products to our registered office unless we have confirmed that address as the appropriate return location.

  • Do not remove, damage or alter tax stamps, traceability markings, health warnings or original product labels.

  • Do not send regulated goods using a parcel-forwarder or an unapproved delivery service.

  • Products must be packaged and transported in accordance with applicable law and carrier requirements.

Requesting return instructions is an administrative and compliance step. It is not a condition of notifying us that you wish to exercise a statutory right of withdrawal.

We will not use regulatory return procedures to prevent or unreasonably delay the exercise of a statutory consumer right.

  1. ORDER CANCELLATIONS BEFORE DISPATCH

If you wish to cancel or change an order, contact us immediately at info@hookahsolutions.com.

An automated order acknowledgment or payment authorization does not necessarily mean that we have accepted the order. Under our Terms and Conditions, an order is normally accepted when we send the dispatch confirmation.

If the order has not been accepted or dispatched, we will normally cancel it and release the payment authorization or refund the amount collected.

We cannot guarantee that a cancellation or change can be completed once:

  • The parcel has been dispatched.

  • Tax markings or destination-specific labels have been applied.

  • Customs or excise procedures have begun.

  • The order has entered final carrier processing.

If the order has already been dispatched, any applicable statutory withdrawal right remains available. Contact us immediately so that we can arrange a compliant return-to-sender or return process.

  1. CONSUMER RIGHT OF WITHDRAWAL

If you are a Consumer and no statutory exception applies, you may withdraw from an online sales contract within 14 days without giving a reason.

A “Consumer” is a natural person acting outside their trade, business, craft or profession.

The withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods.

Where one order is delivered in several separate parcels, the period generally begins when the last item is received. For goods delivered in several lots or pieces, it generally begins when the last lot or piece is received.

You may also notify us that you are withdrawing before the goods are delivered.

To exercise this right, send an unequivocal statement to:

Email: info@hookahsolutions.com

or:

HOOKAH SOLUTIONS s.r.o. / HookahStandard
Čínská 748/5
160 00 Praha 6
Czech Republic

You may use the model withdrawal form at the end of this Policy, but its use is not compulsory.

Your notice should preferably include:

  • Your full name.

  • Your order number.

  • The goods concerned.

  • The date the goods were received.

  • Your email address or other contact details.

  • A clear statement that you are withdrawing from the contract.

Sending only the goods back without any information may delay identification and processing of the return. However, we will assess any clear conduct or communication in accordance with applicable law.

  1. RETURN DEADLINE

After notifying us of your withdrawal, you must send the affected goods back without undue delay and no later than 14 days after the date on which you notified us.

The return deadline is met if the goods are sent before the 14-day return period expires.

For regulated or cross-border goods, request routing instructions promptly. If a return is delayed because we failed to provide necessary routing instructions within a reasonable time, we will not rely on that delay to remove a statutory right.

Unless we offer to collect the goods, you are responsible for arranging the return using the instructions provided.

  1. RETURN SHIPPING COSTS

For a change-of-mind withdrawal, you normally bear the direct cost of returning the goods, unless:

  • We expressly agree to pay the cost.

  • We supplied incorrect, damaged or non-conforming goods.

  • We failed to inform you that you would bear the return cost.

  • Mandatory law requires us to bear the cost.

We recommend using a tracked service and retaining proof of dispatch.

We do not accept parcels sent cash-on-delivery, postage-due or with unapproved customs or excise charges unless we agreed to that method in advance.

If goods are defective or incorrectly supplied and the claim is valid, we will provide an appropriate return method or reimburse reasonable standard return expenses as required by law. Please contact us before arranging an expensive or expedited shipment.

  1. CONDITION OF RETURNED GOODS

During the withdrawal period, you may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner comparable to an inspection permitted in a physical shop.

Until the goods are returned, please:

  • Keep them securely and hygienically stored.

  • Protect them from heat, moisture, contamination, odours and physical damage.

  • Retain their original packaging, accessories and documentation.

  • Preserve all tax stamps, seals, traceability codes, health warnings and labels.

  • Avoid mixing them with other products.

  • Avoid using, consuming or altering them.

You may be responsible for diminished value caused by handling beyond what was necessary to inspect the goods.

For tobacco and other consumable products, opening the inner packaging, breaking a seal, consuming any part of the product, exposing it to contamination, removing a tax stamp or damaging traceability information may cause substantial diminished value.

Any deduction will be based on the actual condition and loss of value of the returned product, subject to mandatory law. We do not charge an automatic restocking penalty for exercising a statutory withdrawal right.

  1. SEALED, HYGIENE-SENSITIVE AND CONSUMABLE PRODUCTS

The statutory right of withdrawal may not apply to sealed goods that:

  • Are not suitable for return for health-protection or hygiene reasons; and

  • Were unsealed after delivery.

This exception applies only where all conditions required by applicable law are satisfied.

Tobacco and similar consumable products are sensitive to contamination, moisture, odours, handling and product integrity. You should therefore keep all original inner packaging and tamper-evident seals intact if you may wish to return a product.

Opening ordinary external transport packaging does not by itself remove the withdrawal right.

If the legal health or hygiene exception does not apply, opening or using the product may nevertheless result in a deduction for diminished value where permitted by law.

A withdrawal exception or diminished-value deduction does not remove your rights where goods were already defective, damaged, unsafe, incorrectly supplied, counterfeit or otherwise non-conforming when delivered.

  1. OTHER EXCEPTIONS TO WITHDRAWAL

The statutory withdrawal right may also be unavailable for:

  • Goods made to your specifications or clearly personalized.

  • Goods liable to deteriorate or expire rapidly.

  • Goods that have become inseparably mixed with other items after delivery.

  • Other goods or contracts covered by a statutory exception.

We will rely on an exception only where the product and circumstances satisfy the applicable legal requirements.

There is no general extended change-of-mind return period beyond the statutory period unless we expressly offer one in writing.

  1. EXCHANGES

Because product availability, destination restrictions, excise treatment, tax markings and prices may differ, we do not guarantee direct exchanges.

Where appropriate, we may process the original product as a return and ask you to place a new order. The new order will be subject to:

  • Current prices and availability.

  • A new age and identity check where required.

  • Destination-country restrictions.

  • Current taxes, excise duties and delivery charges.

  • Our Terms and Conditions in effect for the new order.

This does not affect any statutory right to replacement for defective or incorrectly supplied goods.

  1. DAMAGED, INCORRECT OR DEFECTIVE GOODS

Inspect the parcel and products promptly after delivery.

If the parcel is visibly damaged, ask the courier to record the damage before accepting it where reasonably possible. Do not refuse the parcel solely because of minor external damage unless the contents appear unsafe or acceptance would otherwise be unreasonable.

Contact info@hookahsolutions.com promptly if:

  • The parcel or goods arrived damaged.

  • A product is leaking, contaminated or unsafe.

  • You received the wrong product or quantity.

  • A product appears counterfeit or improperly labelled.

  • A tax stamp, traceability code or safety seal was already damaged.

  • The goods do not match the contractual description.

  • A defect becomes apparent.

Please provide, where reasonably possible:

  • Your order number.

  • A description of the problem.

  • Photographs of the product and shipping package.

  • The batch or lot number.

  • Photographs of tax stamps or traceability codes.

  • Details of any visible courier damage.

A notification within 48 hours helps us investigate delivery damage and preserve a claim against the carrier. Failure to notify us within 48 hours does not remove your mandatory statutory rights.

Do not use or consume goods that appear damaged, contaminated, unsafe, recalled or incorrectly labelled. Keep the product, remaining contents and packaging until we confirm whether they are needed for inspection.

We may ask you to return the goods or make them reasonably available for inspection. We will not require evidence or return arrangements that are impossible or disproportionate.

  1. REMEDIES FOR NON-CONFORMING GOODS

Where goods are defective, damaged, incorrectly supplied or otherwise non-conforming, the available remedy will be determined by applicable law and the circumstances.

A remedy may include:

  • Repair, where appropriate.

  • Replacement.

  • Delivery of missing goods.

  • A proportionate price reduction.

  • Termination of the affected contract and a refund.

For consumable tobacco products, repair will normally be impractical, so replacement, price reduction or refund may be the more appropriate remedy.

A requested remedy may be refused or replaced with another lawful remedy where the requested remedy is impossible or would impose disproportionate costs, taking account of the product’s value, the seriousness of the defect and whether another remedy can be provided without significant inconvenience.

A remedy may be refused where the problem was caused after delivery by:

  • Misuse or unauthorized alteration.

  • Improper or unhygienic storage.

  • Exposure to excessive heat, moisture or foreign odours.

  • Contamination after opening.

  • Unsuitable equipment or use contrary to clear instructions.

  • Normal consumption or depletion.

  • Damage caused by the customer or another person after delivery.

Nothing in this section restricts mandatory consumer rights.

Where Czech consumer law applies, we will process the complaint and notify you of its resolution within 30 days unless a longer period is expressly agreed with you. Any shorter mandatory period under the law of your habitual residence will apply where required.

  1. REFUNDS FOLLOWING WITHDRAWAL

Where you validly withdraw from the entire contract, we will reimburse:

  • The purchase price paid for the returned goods.

  • The cost of our least expensive standard delivery method offered for the order.

If you selected a more expensive or expedited delivery service, the additional amount above our least expensive standard delivery cost is not refundable unless mandatory law requires otherwise.

If you withdraw from only part of an order, the original delivery cost will be reimbursed only to the extent required by applicable law or where that cost would have been lower had the returned goods not been ordered.

We will make the reimbursement without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold reimbursement until:

  • We receive the returned goods; or

  • You provide satisfactory evidence that the goods were sent back,

whichever occurs first.

This right to withhold does not apply where we offered to collect the goods.

  1. REFUND METHOD

Refunds are normally made to the original payment method unless you expressly agree to another lawful method and that alternative does not result in a fee.

Payment-provider and banking processing times are outside our direct control. After we issue the refund, it may take additional time to appear in your account.

We may request information reasonably necessary to:

  • Identify the original transaction.

  • Prevent fraud.

  • Complete the refund.

  • Satisfy tax, sanctions or financial-compliance requirements.

We will not ask for unnecessary payment-card information by email.

  1. DEDUCTIONS AND AMOUNTS WE MAY RECOVER

To the extent permitted by mandatory law, we may deduct or recover direct, reasonable and documented amounts resulting from:

  • Diminished value caused by excessive handling.

  • Missing components or accessories.

  • Damage occurring after delivery and before return.

  • A failed delivery caused by deliberately false delivery information.

  • An avoidable failed age or identity check.

  • An unauthorized parcel redirection.

  • Return transport, storage or lawful disposal caused by a material customer breach.

  • A deliberate attempt to route regulated goods into an unsupported destination.

We will not impose an arbitrary administration fee, cancellation penalty or restocking charge merely because a Consumer exercised a statutory right.

No deduction will be made for a failure caused by us or by a carrier acting on our behalf.

  1. FAILED AGE OR IDENTITY VERIFICATION

Regulated goods cannot be handed over unless the required age and identity checks are completed.

If verification fails before dispatch, we may cancel the order and release or refund the payment.

If verification fails at delivery because:

  • Acceptable identification is not produced.

  • The intended recipient is underage.

  • The customer is absent after reasonable delivery arrangements.

  • The order information is false or does not match.

  • An unauthorized person attempts to receive the parcel,

the goods may be returned to us or handled as required by law.

Where the failure was within your control, we may deduct or recover direct, reasonable and documented delivery, return, storage or lawful-disposal costs to the extent permitted by law.

We will not charge a penalty for an honest verification failure, and we will not deduct costs that mandatory law requires us to bear.

  1. UNDELIVERED, REFUSED OR UNCOLLECTED PARCELS

A parcel being refused, uncollected or returned by the carrier does not always constitute a valid statutory withdrawal notice.

If you wish to withdraw, send us a clear statement by email even if the parcel is already being returned.

If a parcel is returned because of an incorrect address, absence, refusal, failure to collect, prohibited redirection or failed age verification, we will inspect and reconcile the returned shipment.

Depending on the circumstances and applicable law, we may:

  • Arrange another delivery at your cost.

  • Refund the returned goods after permitted deductions.

  • Cancel the affected contract.

  • Hold the goods while lawful return or disposal procedures are completed.

If non-delivery was caused by us or our chosen carrier, your statutory remedies remain unaffected and you will not be charged for redelivery.

  1. CROSS-BORDER RETURNS AND EXCISE GOODS

Cross-border returns of tobacco and other excise goods may require:

  • An approved carrier.

  • Specific transport documentation.

  • Excise movement or reimbursement procedures.

  • Customs declarations.

  • Proof of destination taxes paid.

  • A domestic return location.

  • Preservation of tax stamps and traceability information.

Contact info@hookahsolutions.com before physically sending regulated goods across a border.

We may provide a different return address depending on the product and destination. The registered office is not automatically the correct physical return address.

You must not:

  • Falsely declare tobacco or regulated goods as another product.

  • Remove or conceal excise or traceability information.

  • Return goods through a parcel-forwarder.

  • Send the goods to a third country without our approval.

  • Use a transport service that prohibits the goods.

  • Instruct the carrier to abandon or destroy the parcel without our approval.

These rules do not transfer to you any excise, tax, registration or regulatory obligation that mandatory law places on us.

  1. NON-EU CUSTOMS AND IMPORT CHARGES

Where we expressly deliver outside the European Union, the treatment of customs duties, import taxes and fees will be stated at checkout or in the Shipping Policy.

If an amount was collected by us and must legally be reimbursed following a withdrawal or valid claim, we will process it accordingly.

Charges paid directly to a customs authority, local carrier, broker or other third party may need to be reclaimed from that party. We will provide reasonable transaction documentation where available, but we cannot guarantee that a foreign authority will refund amounts it collected.

This section does not make you responsible for a tax or customs obligation that applicable law places on us.

  1. PROMOTIONS, DISCOUNTS AND BUNDLES

If returned goods formed part of a bundle, weight-based discount, gift-with-purchase offer, free-shipping threshold or other promotion, we may recalculate the promotion based on the goods retained.

For example, if returning part of an order means that the retained order no longer qualifies for a weight-based discount, the refund may reflect the price that lawfully applies to the retained goods.

Any recalculation will:

  • Follow the promotion’s disclosed conditions.

  • Reflect the actual goods retained.

  • Not operate as a penalty.

  • Remain subject to mandatory consumer law.

If a promotional gift was conditional on keeping specified goods, the gift should also be returned unused. If it is not returned, we may deduct its reasonable value where permitted by law.

  1. BUSINESS CUSTOMERS

Business Customers do not have the statutory Consumer withdrawal right.

A return requested by a Business Customer requires our prior written agreement unless the goods are defective or another mandatory right applies.

An approved commercial return may be subject to reasonable:

  • Transport costs.

  • Inspection costs.

  • Restocking costs.

  • Tax and excise costs.

  • Compliance and relabelling costs.

  • Deductions for reduced value.

Any applicable conditions will be communicated before we approve the commercial return.

  1. CHARGEBACKS AND REFUND ABUSE

Please contact us before initiating a payment dispute so that we have an opportunity to investigate and resolve the matter.

We may challenge a chargeback where records show that:

  • The goods were lawfully delivered.

  • A valid refund has already been issued.

  • The dispute misrepresents the transaction.

  • The customer deliberately provided false information.

  • The claim concerns an amount that is not legally refundable.

Nothing in this section prevents you from lawfully contacting your payment provider or exercising a statutory consumer right.

Fraudulent returns, substitution of products, altered batch codes, empty-package claims, repeated abusive claims or the return of counterfeit goods may result in rejection of a voluntary return, suspension of the customer account and referral to the appropriate authorities.

  1. RECALLS AND PRODUCT-SAFETY RETURNS

If a product is recalled or made subject to a safety notice, follow our instructions immediately.

Depending on the recall, we may arrange:

  • Collection.

  • Return using a specified carrier.

  • Replacement.

  • Refund.

  • Safe disposal with evidence of disposal.

Do not continue using a recalled product. Recall rights and remedies are separate from the ordinary change-of-mind withdrawal process.

  1. CONTACT

For cancellations, withdrawals, complaints, damaged deliveries and refund enquiries, contact:

HOOKAH SOLUTIONS s.r.o. / HookahStandard
Čínská 748/5
160 00 Praha 6
Czech Republic

Email: info@hookahsolutions.com
Telephone: [INSERT CUSTOMER-SERVICE TELEPHONE]

Include your order number whenever possible.

Before physically returning tobacco, nicotine products or other excise goods, request lawful routing instructions. Do not send regulated goods to the registered office without confirmation.

  1. CHANGES TO THIS POLICY

We may amend this Policy for future orders to reflect legal, regulatory, tax, carrier or operational changes.

The version applicable when we accept an order will normally govern that order, except where a later change is required by mandatory law or gives the customer more favourable treatment.

Last updated: 8 August 2026

ANNEX 1 – MODEL WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from the contract. You may instead send any other unequivocal statement.

To:

HOOKAH SOLUTIONS s.r.o. / HookahStandard
Čínská 748/5
160 00 Praha 6
Czech Republic
Email: info@hookahsolutions.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Order number:

Ordered on / received on:

Name of Consumer(s):

Address of Consumer(s):

Email address:

Signature of Consumer(s), only if this form is submitted on paper:

Date:

Delete as appropriate.