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This page is dedicated to the return conditions and the guarantee of the products sold through the online store www.pandoranarghileashop.com

For a better understanding of the terms and laws in force, please access the page of Law 449/2003 on anpc.ro and read the terms and conditions of purchase from the online store www.narghileashop.ro.

We are so confident in the quality of our products and services that we offer you a full guarantee for:

  • our products,
  • the delivery term of the ordered products,
  • the intact arrival of the products at their destination.

Product warranty

  • Not satisfied with the hookah you bought from us?
  • Friends don't approve of your new hobby?
  • No problem (if not used), you don't have to throw it away, hide it, give it as a gift or put it up for sale because you can now return it within 14 days from the date of receipt , if the hookah has was unused.

To send back, you need to follow these steps:

  1. to complete the return form
  2. to send the completed return form by email to: contact@pandoranarghileashop.com
  3. carefully pack the hookah with all accessories in their original box, close and seal the box.

​In a few days the courier will pick up the package, so you don't even have to leave the house.

  • As soon as the package sent by you reaches us intact and without missing items, we will refund the full purchase price of the products within 5 working days instead of 30 days as required by law.
  • If you choose to take advantage of the possibility of returning the package with our carrier (GLS courier), then we charge a cost of 30 lei, which will be deducted from the amount to be returned
  • Another way to return the products is to send them with a courier of your choice. We ask you to make the shipment to our hookah warehouse, which is open from 09:00 to 21:00 on weekdays and to the following address: Str. Barracks no. 1, Jud. Caras-Severin.
  • Parcels sent by means other than our courier are entirely your responsibility.
  • Parcels returned by the Romanian Post, with cash on delivery or with payment of delivery to the addressee , will not be picked up.
  • Please pack fragile products carefully and precisely.
  • To avoid any confusion, if you have any questions or need help, feel free to contact us by email, phone or the chat application on our page.
  • In the package we ask you to also include the invoice issued by us (or a copy thereof), all parts and accessories of the product you are returning, respectively the intact packaging/box of the products received.
  • The buy-back guarantee presented above only applies if you have not used the hookah.
  • If the hookah is found to have been used, we cannot refund your money.

* Products opened and used by you, such as flavors, charcoals, mouthpieces, etc. they cannot be returned, for reasons of hygiene. If you do return these products, we may require you to pay the price of the products in advance on your next order.

The product warranty is 30 days from the date of entry into the customer's possession. This term is also represented by the average life of the product. The warranty period for hookahs, hookah parts and accessories is 30 days, for hidden manufacturing defects, improperly used materials. Any product with manufacturing defects can be replaced or returned within 14 days. Manufacturing defects can be, but will not be limited to products broken, with missing or damaged parts, or if they have been used, etc. Defects resulting from improper use or care of the products are not covered by the warranty.

Guarantee for the Delivery Term of the ordered products

  • For orders placed from Romania, before 12:00 on a working day, we can guarantee that on that day or, in the worst case, within 48 hours, we will deliver your order to the courier .
  • The courier CARGUS, with whom we have contractual relations, delivers the ordered products, as a rule, within 24 hours. However, it may happen that the package does not reach you within 24 hours. This can happen for reasons such as emergency, alert, weather, the fault of the courier company, your fault. In these situations, the failure to meet the delivery deadline cannot be blamed on us.
  • If the order was placed on a non-working day or a public holiday, day 0 is considered to be the first working day after that day.
  • If you place your order by 12:00 and we have not made the delivery within the previously stipulated time, we will send you a gift in the ordered package, but our liability cannot be incurred in any other way.

Guarantee of intact arrival of products to the customer.

  • We have experience in packaging fragile products, so they will reach customers intact and safe. All fragile components are packed in a protective air film.
  • Home delivery of packages is entrusted to a recognized courier company (CARGUS), which provides reliable, high-quality, flexible parcel delivery services throughout Europe.
  • Each package is handled with great care from handover to delivery so that the possibility of damage is minimal.
  • If your package is accidentally damaged, if the hookah bowl is broken, please notify us by email and we will replace the damaged parts as soon as possible at our expense.

Premium Charcoal Lighter Warranty

Brands: HOOKAH FLAME, AO BLAZER, AO BLAZER X, MATA LEON, EL-BADIA BLAZE, AL-MANI, SHISHA - TURBINE

  • The warranty period for electric lighters is 30 days!!! Within this 30-day period, defects based on material or manufacturing defects are fixed!!!
  • Excluded from this warranty are damage to fragile parts and damage caused from excessive wear, handling and improper use, respectively those produced by ignoring and not following the instructions for use . Moreover, damages caused by wear and tear or due to normal wear and tear are excluded.
  • In case of foreign interventions, the warranty also expires. In these cases, the seller will not assume any responsibility for any damages.
  • If any defects are found, please return the complete device to your supplier/seller. Warranty claims are valid only with respect to the related invoice.