Refund policy
RETURN AND REFUND POLICY
We want you to be satisfied with your purchase from Smokestead. Please inspect your order as soon as it arrives.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Contact us at info@smokestead.com within 14 calendar days of delivery if your pipe arrives damaged, defective, materially different from its description, or if you receive the wrong item.
Please include your order number, a description of the issue, and clear photographs of the pipe, its packaging, and the shipping box. Keep all original packaging until the claim is resolved. We will review the information and, when appropriate, arrange a replacement, repair, store credit, or refund.
UNUSED RETURNS
Unused pipes may be eligible for return if you contact us within 30 calendar days of delivery. To qualify, the pipe must be completely unsmoked and unused, unaltered and in its original condition, free from odors, scratches, damage, or signs of handling beyond reasonable inspection, and returned with its original packaging, accessories, documentation, and proof of purchase.
All returns require written authorization from Smokestead before being shipped. Returns sent without authorization may be refused.
SMOKED OR USED PIPES
For health, hygiene, and resale reasons, a pipe that has been smoked, used, modified, reamed, cleaned with chemicals, or otherwise altered cannot be returned or refunded. Please inspect the pipe carefully before smoking it. Lighting or smoking the pipe constitutes acceptance of its condition, except where applicable law provides rights that cannot be waived.
RETURN DEADLINE
Return requests must be submitted within 30 calendar days after confirmed delivery. Refunds will not be issued for requests made after the 30-day period, except where required by applicable law.
Once a return is authorized, the item must be shipped within 14 calendar days. Authorization does not guarantee a refund; all returned merchandise is inspected before a refund is approved.
RETURN SHIPPING
Customers are responsible for return-shipping costs for preference-based returns, including changes of mind. If we confirm that an item arrived damaged, defective, or incorrect, Smokestead will provide return instructions and cover reasonable return-shipping costs.
Use a trackable, insured shipping service. Smokestead is not responsible for merchandise lost or damaged while being returned by a customer.
REFUNDS
We will notify you after receiving and inspecting the return. If approved, the eligible purchase price and applicable sales tax will be refunded to the original payment method. Original shipping charges are nonrefundable unless the return resulted from our error or an approved damaged or defective item.
Approved refunds are generally submitted within 10 business days. Your bank or card issuer may require additional time to post the credit. If more than 15 business days have passed since we approved your refund, contact info@smokestead.com.
EXCHANGES
Because many Smokestead pipes are unique or available in limited quantities, direct replacements may not be available. Approved exchanges will be handled based on current inventory. When an exchange is unavailable, we may offer a refund or store credit, as appropriate.
NONRETURNABLE ITEMS
Unless an item arrived damaged, defective, or incorrect, or applicable law requires otherwise, the following are not eligible for return: smoked, used, cleaned, modified, or altered pipes; personalized, customized, or special-order products; gift cards; items clearly identified as final sale; and items damaged after delivery through misuse, improper care, or accidental damage.
Sale items are returnable under the normal terms unless they were clearly marked Final Sale before purchase.
INTERNATIONAL ORDERS
All international sales are final unless a return is expressly authorized in writing by Smokestead and agreed upon between the customer and Smokestead. Do not ship an international return without written authorization.
When an international return is authorized, the customer is responsible for return shipping, insurance, customs charges, duties, taxes, brokerage fees, and other cross-border costs unless the item was confirmed to be damaged, defective, or incorrect. Original shipping charges, customs charges, duties, taxes, brokerage fees, and similar charges are nonrefundable to the extent permitted by law.
This international final-sale provision does not limit any mandatory or non-waivable consumer rights that apply in the customer's country or region. Where applicable law provides a right of withdrawal, refund, repair, replacement, or other remedy, those rights will apply. Customers should contact info@smokestead.com before using or smoking the pipe and within the period required by applicable law.
HOW TO REQUEST A RETURN
Email info@smokestead.com with your order number and reason for the return. Do not send merchandise until you receive written return authorization and shipping instructions from us. Returns must be sent to the address provided in the authorization. Items returned to another address may be delayed or refused.