SHIPPING POLICY

HookahStandard
Effective date: 8 August 2026

This Shipping Policy explains how orders are processed, verified, dispatched and delivered 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

This Policy forms part of our Terms and Conditions. If there is a conflict, the Terms and Conditions apply, subject always to mandatory law. Nothing in this Policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted.

1. ADULT-ONLY SALES

HookahStandard sells tobacco and other age-restricted products only to persons who are 18 years of age or older. If the law of the customer’s location or delivery destination sets a higher minimum age, that higher age applies.

Regulated products may not be ordered for, purchased by, delivered to or collected by a person below the applicable minimum age, even with the permission of a parent, guardian or another adult.

By placing an order containing a regulated product, you confirm that:

• You meet the applicable minimum legal age.

• The personal and delivery information you provide is accurate.

• You are purchasing for lawful personal use or another lawful purpose permitted by our Terms and Conditions.

• You will not arrange for the parcel to be received by a minor.

• You will complete all required electronic and delivery-stage verification checks.

An age declaration or “I am 18+” checkbox is not, by itself, sufficient verification.

2. ELECTRONIC AGE VERIFICATION

Before an order containing tobacco or another regulated product is accepted or dispatched, we require electronic age verification using a reliable verification system. Depending on the destination and the service available, this may involve an approved third-party age-verification provider, bank identity, verification of identity information, machine verification of an identity document, or another lawful and reliable method.

We may request your full legal name, date of birth, billing or delivery address, or limited information from a valid identity document. Our verification provider may compare the supplied information with reliable records or assess whether the document is genuine and whether you meet the required age.

Entering a date of birth, ticking a checkbox or confirming your age without independent verification does not satisfy the verification requirement. Verification only by the courier at delivery is also not a substitute for the required electronic verification at the time of sale.

We may repeat verification for a later order, even if your age was verified previously, where reasonably necessary for legal compliance, fraud prevention, account security or because information has changed.

If electronic age verification cannot be completed, we may:

• Ask you to use another available verification method.

• Place the order on a temporary compliance hold.

• Refuse or cancel the order.

• Release a payment authorization or refund any amount already collected.

We will not dispatch regulated products while a legally required age-verification check remains incomplete.

3. AGE AND IDENTITY CHECK AT DELIVERY

Electronic verification during checkout is followed by a separate age or identity check when the parcel is handed over. Our courier or collection-point operator is instructed not to release regulated goods to a person below the applicable minimum age.

The person receiving the parcel may be required to present an original, valid, government-issued photo identification document accepted by the carrier and applicable law. A photograph, screenshot or photocopy of an identity document may be refused. The carrier may check the recipient’s age, name, photograph or other information reasonably necessary to complete the handover.

Delivery may be made only to:

• The named customer; or

• Another authorized recipient at the delivery address who independently meets the applicable minimum age, where the carrier and destination-country law permit this.

Where applicable law or the selected carrier service requires delivery to the named customer personally, no substitute recipient may accept the parcel.

The courier may refuse delivery if:

• No eligible adult is present.

• The recipient appears below the applicable age and does not present acceptable identification.

• The identification is invalid, expired, altered, unreadable or does not reasonably match the recipient or required order details.

• The recipient refuses the required check.

• The parcel has been redirected to an unauthorized or non-compliant location.

• The carrier cannot complete the required adult handover procedure.

A previous successful verification, customer-account history, parental consent or payment by an adult does not require a courier to release a parcel without the delivery-stage check.

4. DELIVERY RESTRICTIONS

To protect minors and comply with regulated-product rules, orders containing tobacco or another age-restricted product cannot be delivered using an unattended or anonymous method.

Unless the relevant service expressly supports compliant adult verification, we do not deliver regulated products to:

• Unattended safe places or doorstep locations.

• Ordinary letterboxes.

• Schools, youth facilities or similar locations.

• P.O. boxes.

• Parcel lockers or unstaffed collection points.

• Parcel-forwarding or reshipping services.

• Hotels, temporary accommodation or public locations where lawful adult handover cannot be assured.

• A neighbour or alternative address selected after dispatch without our and the carrier’s approval.

A staffed collection point may be used only if the carrier provides the required age or identity check before release. Availability of any delivery method is determined at checkout and may vary by product, postcode and destination.

You must not ask a courier to leave a regulated parcel unattended, conceal its contents, bypass identification requirements or redirect it into an unsupported destination.

5. SUPPORTED DELIVERY DESTINATIONS

We deliver only to countries, regions and postcodes actively offered for the relevant products at checkout. The availability of our website in a country does not mean that tobacco or every other product may lawfully be delivered there.

Some countries prohibit or restrict cross-border distance sales of tobacco products. We do not knowingly accept or fulfil an order where the sale, shipment or delivery would be unlawful or where required registrations, tax arrangements, product notifications, labels, warnings, traceability controls or age-verification arrangements are not in place.

We may change supported destinations when laws, official guidance, carrier services, registrations or operational capabilities change. Removing a destination will not affect an order already accepted unless performance becomes unlawful or impossible.

Do not use a false address, parcel-forwarder, undisclosed redirection or third-party transport arrangement to send regulated products to a destination that is not offered at checkout.

6. SHIPPING OPTIONS AND CHARGES

Available delivery services, prices and estimated delivery times are shown at checkout before you submit the order. The available options may depend on:

• Destination and postcode.

• Parcel weight and dimensions.

• Product type and quantity.

• Adult-verification capability.

• Excise, customs and regulatory requirements.

• Carrier restrictions and service availability.

The checkout total will disclose the delivery charge and any taxes or compulsory charges that we are legally required to collect and disclose before purchase.

Free-shipping thresholds, weight-based benefits, vouchers and promotional shipping rates apply only under the conditions stated with the relevant offer. Unless the offer states otherwise, qualification is determined by the checkout system after eligible discounts and adjustments have been applied. Regulated products may be excluded where required by law.

We do not add an upgraded or express delivery charge without your express selection or consent.

7. ORDER PROCESSING AND ACCEPTANCE

After an order is submitted, we may carry out age, identity, address, payment, fraud, stock, tax, customs and destination-compliance checks.

An automated order acknowledgment confirms that we received the order; it does not necessarily mean that we have accepted it. Unless our Terms and Conditions state otherwise for a particular order, the contract is accepted when we send a dispatch confirmation.

We may place an order on hold while a required check is completed. If we need information from you, please respond promptly. We may cancel an order if:

• Required verification cannot be completed.

• The product is unavailable.

• Payment is not authorized.

• The delivery address is incomplete or unsupported.

• The selected carrier cannot provide compliant adult handover.

• The quantity indicates unlawful resale or exceeds an applicable limit.

• A pricing, stock or technical error is reasonably apparent.

• Dispatch or delivery would be unlawful or materially non-compliant.

If we cancel an order, we will release the payment authorization or refund amounts collected for goods not supplied.

Orders are processed on business days, excluding Czech public holidays and any closure dates stated on our website. Any destination-specific dispatch estimate will be shown at checkout or in the order confirmation.

8. DISPATCH AND TRACKING

When the order is dispatched, we will normally send a confirmation to the email address supplied with the order. Where tracking is available, the confirmation or a later carrier message will include tracking information.

Tracking events are supplied by the carrier and may not update immediately. A tracking status does not override the requirement for a compliant adult handover.

We may use more than one parcel where reasonably necessary for stock, weight, product, tax or carrier reasons. If we split an accepted order on our initiative, we will not charge an additional delivery fee unless you requested or agreed to the split.

9. DELIVERY TIMES

Delivery dates and transit times are estimates unless we expressly confirm a guaranteed date. Estimates begin after dispatch, not when the order is submitted, and may be affected by verification or compliance holds.

Unless a different delivery time is agreed, Consumer orders will be delivered within the period required by applicable law. Under generally applicable EU consumer rules, this is normally no later than 30 days after conclusion of the contract unless another period has been agreed.

Delivery may be delayed by:

• Incomplete age, identity, address or payment verification.

• Customs, excise or regulatory checks.

• Carrier disruption or capacity limits.

• Severe weather, strikes, public holidays or transport interruption.

• Incorrect or incomplete delivery information.

• Product-safety, recall or traceability checks.

• An event outside our reasonable control.

If a material delay occurs, we will seek to notify you using the contact details provided. Mandatory rights relating to late or missing delivery remain unaffected.

10. DELIVERY ADDRESS AND CONTACT DETAILS

You are responsible for providing a complete and accurate delivery address, recipient name, email address and telephone number. The recipient details should match the information required for age and identity verification.

Review all information carefully before submitting the order. Contact info@hookahsolutions.com immediately if a correction is needed. We cannot guarantee that an address or recipient can be changed after the parcel enters dispatch, tax, customs or carrier processing.

For regulated goods, we may refuse a post-dispatch redirection or require a fresh verification. A carrier’s tracking page may display redirection options that are not permitted for an adult-only shipment; you must not use such an option unless we confirm that the new arrangement remains compliant.

11. FAILED DELIVERY OR FAILED AGE VERIFICATION

If delivery fails because no eligible recipient is available, identification is not produced, the recipient is underage, the address is incorrect, the parcel is refused, or another required handover check cannot be completed, the carrier may:

• Make another delivery attempt.

• Hold the parcel at a staffed location offering compliant adult verification.

• Return the parcel to us.

• Take another step required by law or carrier policy.

Where the failure was within your control, we may require payment of the direct, reasonable and documented cost of redelivery, return transport, storage or lawful disposal, but only to the extent permitted by applicable law. We will not charge an arbitrary penalty or make a deduction where the failure was caused by us or our carrier.

Once returned goods are received and reconciled, we will handle cancellation and any refund in accordance with our Returns and Refunds Policy, Terms and Conditions and mandatory law.

Refusing or failing to collect a parcel does not necessarily constitute a valid notice of statutory withdrawal. If you wish to withdraw, send us an unequivocal statement at info@hookahsolutions.com.

12. CUSTOMS, EXCISE AND REGULATORY HOLDS

Tobacco products are subject to excise duty, tax markings, traceability, labelling and other regulatory controls. We may hold, split, refuse or cancel an order where reasonably necessary to complete or comply with these controls.

For every supported destination, the allocation of VAT, excise duty, customs duty and import formalities will be determined by applicable law and disclosed at checkout where required. Nothing in this Policy transfers to the customer an obligation that mandatory law places on us as seller.

Where we expressly offer delivery outside the European Union, any customer-paid import charges or destination procedures will be stated at checkout or in destination-specific information before purchase.

If customs or another authority detains, inspects, returns or seizes a parcel, we will investigate and cooperate as required. If the event results from our failure to meet an obligation placed on us, your statutory remedies remain available. If it results from false information, prohibited redirection, attempted onward export or another material breach by you, you may be responsible for direct, reasonable and documented losses caused by that breach, to the extent permitted by law.

13. PACKAGING, TAX MARKINGS AND TRACEABILITY

We package orders to protect the products during normal transport and use any required carrier or adult-delivery markings.

Tobacco products may carry tax stamps, security features, health warnings, batch information and unique traceability identifiers. Do not remove, conceal, damage or alter these markings during delivery, inspection or any return process.

The appearance of outer shipping packaging may vary. We do not guarantee that a carrier label or legally required marking will make the parcel fully anonymous.

14. DAMAGED, TAMPERED OR MISSING PARCELS

Inspect the parcel promptly when it is delivered. If the outer packaging is visibly damaged or appears to have been opened, ask the courier to record the condition before acceptance where reasonably possible.

Contact info@hookahsolutions.com promptly if:

• The parcel is missing after the carrier marks it delivered.

• The parcel or product arrives damaged, open, leaking or contaminated.

• A product or quantity is missing.

• You receive the wrong item.

• A tax stamp, security feature, seal or traceability marking is damaged.

Please include your order number, a description of the problem, photographs of the parcel and products, and any carrier record where reasonably possible. Retain the products, remaining contents and all packaging until we confirm whether they are needed for investigation.

Notification within 48 hours helps us preserve a transport claim, but failure to notify us within 48 hours does not remove mandatory statutory rights.

Do not use or consume a product that appears damaged, contaminated, incorrectly labelled, tampered with, unsafe or subject to a recall.

15. RISK OF LOSS OR DAMAGE

For Consumer orders where we select or offer the carrier, the risk of loss or damage normally passes when you, or a third party designated by you other than the carrier, takes physical possession of the goods.

If you independently commission a carrier that we did not offer, risk may pass when the goods are handed to that carrier, as provided by applicable law.

These rules do not limit rights concerning goods that are faulty, damaged, unsafe, incorrectly supplied or otherwise non-conforming.

16. ORDER CHANGES AND CANCELLATION BEFORE DISPATCH

Contact info@hookahsolutions.com immediately if you wish to cancel or change an order. We will try to assist, but a change cannot be guaranteed once destination-specific tax markings, compliance documentation, packing or carrier processing has begun.

If an order has already been dispatched, do not arrange an unauthorized redirection or cross-border return. Contact us for lawful instructions. Any applicable statutory withdrawal right remains available in accordance with our Returns and Refunds Policy.

17. RETURNS

Returns of tobacco and other excise goods may require a specific carrier, return address, transport document, tax process or domestic routing arrangement.

Before physically returning regulated products, contact info@hookahsolutions.com for instructions. Do not send a cross-border return or send regulated goods to our registered office without confirmation of the correct route.

Requesting routing instructions is an administrative compliance step and is not a condition of notifying us that you are exercising a statutory right of withdrawal.

18. PERSONAL DATA USED FOR VERIFICATION AND DELIVERY

We and our service providers process the personal data reasonably necessary to verify age and identity, prevent fraud, arrange delivery, demonstrate regulatory compliance, manage recalls and resolve delivery disputes.

An age-verification provider or courier may record that a check succeeded or failed and other limited information needed for compliance. Identity-document information will not be used for unrelated advertising. Further details, including retention periods and data-protection rights, are provided in our Privacy Notice: [INSERT PRIVACY NOTICE LINK].

19. CUSTOMER SUPPORT

For questions concerning age verification, dispatch, tracking, failed delivery, damage or missing parcels, contact:

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

Email: info@hookahsolutions.com

Please include your order number whenever possible. Do not send identity documents through ordinary email unless we specifically request a lawful and secure method.

20. CHANGES TO THIS POLICY

We may update this Policy for future orders to reflect changes in law, supported destinations, carriers, verification methods, taxes or operations.

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