Refund policy

Right of withdrawal: 14 days

You have 14 days to withdraw, without having to give a reason. The period runs from the day you receive your order or, for a subscription, from the day you receive the first shipment. For an order delivered in several parcels, it runs from the day you receive the last parcel.

How to withdraw

• Online: Withdraw from the contract here, then “Confirm withdrawal”. You immediately receive by email an acknowledgment of receipt that reproduces your statement, with its date and time.
• By email or mail: any unambiguous statement, or the model withdrawal form, sent to support@maxpouches.fr or to Hookah International Inc., 141 East 33rd Street, New York, NY 10016, United States.

Sending the cans back

Send the cans back to the address given in our acknowledgment of receipt, no later than 14 days after you informed us of your decision. The direct costs of returning them are yours to pay. You are liable only for any loss in value of the cans resulting from handling other than what is necessary to establish their nature and characteristics.

Refund

We refund all payments received, including standard shipping costs, no later than 14 days after being informed of your decision. We may withhold the refund until we receive the cans or until proof that they have been shipped, whichever comes first. The refund is made to the payment method used for the order, at no cost to you. If you send back only some of the cans from an order or a subscription shipment, the refund covers the cans sent back, in proportion to the price paid.

If the can has a seal: cans whose seal you have removed after delivery cannot be the subject of a withdrawal, for reasons of hygiene and health protection (Article L221-28, 5°, of the French Consumer Code).

Non-conforming product or damaged parcel

If a product is defective, does not match your order or arrives damaged, write to us from the Contact page, with a photo if possible. You benefit from the legal guarantee of conformity for 2 years from delivery and from the guarantee against hidden defects for 2 years from the discovery of the defect: replacement at no cost, or a refund in the cases provided for by law. The details are in Article 11 of our terms of sale.

First-order guarantee

Not happy with your first order? You can ask for it to be refunded within 30 days of receiving it, without sending the cans back, up to a limit of €24.90 including tax and one request per household. See the commercial guarantee contract.

Subscription

You can cancel your subscription at any time and at no cost with Cancel your contract. A shipment already charged before the cancellation is delivered; it is refunded only under the right of withdrawal if it is the first shipment, under a guarantee or for a product defect.