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Refund Policy

1. Non-Returnable Items

For hygiene, safety and quality-control reasons, the following items cannot be returned once the package has been opened, unless defective or damaged in transit:

  • Hookah/sheesha coal (all types and pack sizes), once the packaging seal is broken.
  • Flavoured molasses or consumable items, if applicable.
  • Products marked “Final Sale” or purchased during clearance/discount promotions, unless defective.

2. Damaged, Defective or Incorrect Items

  • If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery with your order number, photos/video of the product and packaging and a description of the issue.
  • An unboxing video is strongly recommended for fragile items (bowls, hoses, glass/ceramic accessories) and helps us process your claim faster.
  • Once verified, we will offer a free replacement, exchange or full refund, at your preference, subject to stock availability.

3. How to Initiate a Return

  • Email support@gazwan.in or WhatsApp +91-8779398882 with your order number and reason for return.
  • Our team will confirm eligibility and share pickup/drop-off instructions.
  • Once the returned item is received and inspected (typically within 2-3 business days), we will notify you of the approval or rejection of your return.

4. Return Shipping

  • If the return is due to our error (wrong/damaged/defective item), we will arrange a free reverse pickup.
  • If the return is due to a change of mind (for eligible, unopened items), return shipping costs may be borne by the customer, unless otherwise stated at checkout.

5. Refunds

  • Approved refunds are processed to the original payment method within 5-7 business days of the returned item passing quality inspection.
  • For Cash on Delivery (COD) orders, refunds are issued via bank transfer or UPI; you may be asked to share your bank/UPI details.
  • Shipping charges (if any were paid) are non-refundable, except where the return is due to our error.

6. Exchanges

If you’d prefer a different variant, flavour-free option or size instead of a refund, let us know when initiating your return – we’re happy to arrange an exchange, subject to stock availability and any price difference.

7. Order Cancellations

  • Orders can be cancelled free of charge before they are dispatched. Please contact us as soon as possible after placing your order.
  • Once an order has been shipped, it cannot be cancelled but may be returned as per the process above upon delivery.

8. Non-Refundable Circumstances

  • Delivery refused or failed due to inability to verify the recipient’s age (18+) at the doorstep.
  • Products damaged due to misuse after delivery.
  • Delay caused solely by the courier partner, once the item has been confirmed delivered in good condition.

9. Contact Us

For any return, refund or exchange query, reach us at support@gazwan.in or +91-8779398882, Monday-Saturday, 10 AM – 6 PM.

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