Returns & Exchanges

Something doesn't fit or is defective? No stress — we make returns as easy as possible. Here's how the process works step-by-step, what you can return, and who bears which costs.

The 3 most important points at a glance

  • 14-day right of withdrawal — for unopened goods, no ifs, ands, or buts.
  • Defective? We pay — for defective or incorrectly delivered products, we cover the full return shipping costs.
  • Refund within 14 days — after receipt and inspection of your return, we will transfer the refund within 14 days at the latest via the same payment method.

How returns work — in 4 steps

Step 1: Send us an email

Send us a short message to info@smkz.de with your order number and what you want to return. For a defect or transport damage, please attach 1-2 photos — this speeds up everything.

Step 2: We will send you the DHL return label

We will create your DHL return label and send it to you by email. For a regular return due to withdrawal, the shipping costs will be deducted from the refund; for defects and incorrect deliveries, Smokez covers the full return shipping costs.

Step 3: Pack and drop off at DHL

Pack the product securely (preferably in its original packaging), stick the label on, and drop off the package at the nearest DHL branch or Packstation. Please keep the receipt until the refund has been issued.

Step 4: You receive your money back

As soon as your return has arrived and been inspected, you will receive the refund within 14 days via the same payment method you used to pay.

What can I return?

We gladly accept these returns

  • ✓ Hookahs, bowls, hoses, mouthpieces, and other accessories — as long as they are unused.
  • ✓ Shisha tobacco — only unopened, with intact original seal.
  • ✓ E-liquids and vape products — only unopened, with intact seal.
  • ✓ Charcoal, cleaning accessories, and other consumables — unopened.
  • ✓ Defective or incorrectly delivered products — even after opening. Please report in advance.

Unfortunately, we cannot accept these returns

  • ✗ Opened or used liquids and e-liquids (hygiene).
  • ✗ Opened tobacco packaging with broken seal (hygiene).
  • ✗ Used mouthpieces, hoses, and bowls (direct mouth contact).
  • ✗ Products specially made for you or personalized products (e.g., custom hookahs, custom bowls).

Special case: Glass (Bowls, Bases, Vases)

We provide no general guarantee on glass. Glass is fragile and can be damaged during normal use — this is a material property, not a reason for complaint.

Exception for transport damage: If your glass was broken during shipping, please contact us within 48 hours of receipt with photo proof at info@smkz.de. We will exchange the glass without discussion and cover the full shipping costs.

Important: The 48-hour deadline is strict — after that, we can no longer clearly attribute transport damage.

Who pays for the return?

Case Who pays?
Withdrawal — you changed your mind You. The cost of the DHL return label will be deducted from your refund.
Defective product Smokez — we cover the full return shipping costs.
Incorrect goods delivered Smokez — we cover the full return shipping costs.
Transport damage (e.g., broken glass) Smokez — exchange and shipping at our expense, within the 48-hour deadline.

Frequently asked questions about returns

How long do I have to return an item?

You have 14 days from receipt of the goods to declare your withdrawal. The formal withdrawal policy with all legal details can be found under Refund Policy.

My tobacco was sealed — can I return it?

Yes, as long as the original seal is still intact. Once the packaging has been opened, a return is unfortunately no longer possible for hygiene reasons.

Will I also be reimbursed for the original shipping costs?

In case of a full withdrawal — i.e., if you return the entire order — your original shipping costs will also be refunded, but only up to the amount of the cheapest standard shipping offered by us.

What if my glass bowl breaks during shipping?

Report it to us within 48 hours of receipt, send a photo — we will send you a free replacement. Please note: The guarantee on glass only applies to transport damage, not to normal use or your own fault.

My vape or liquid is defective — what should I do?

Write to us with your order number and 1-2 photos at info@smkz.de. We exchange defective products even after opening within the framework of the statutory warranty. We handle each case individually, quickly, and fairly.

How quickly will the money be back in my account?

After receipt and inspection of your return, you will receive your money within 14 days via the same payment method you used to pay.

Can I exchange instead of return?

Of course — just let us know in your email which product you would like instead. We will handle it pragmatically.

Do I need the original packaging for the return?

It is not mandatory, but highly recommended — especially for hookahs and glass. The original packaging optimally protects the goods and reduces the risk of transport damage on the way back.

To which address do I need to send the return?

Please do not send anything back without prior notification. As soon as you contact us, you will receive your DHL return label with the correct address — this way nothing gets lost and the refund process is faster.

I am under 18 — what about returns?

Smokez sells exclusively to adults. In case of suspected underage age, returns may be refused and the matter reported to the relevant authorities. 18+ only.

Still have questions? We are available.

The formal right of withdrawal

The complete legal text, including a sample withdrawal form, can be found at 👉 Refund Policy.