Refund policy

At Granite Shisha Online Store, your satisfaction matters. Please read this policy carefully before placing an order. GENERAL RETURNS Due to health and safety regulations, opened or used tobacco and vaping products cannot be returned or exchanged. Unopened, sealed items may be returned within 7 days of purchase in their original packaging. DAMAGED OR INCORRECT ITEMS If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at sthembiso@granitelounge.co.za or 060 831 1801 with your order number and photos. We will arrange a replacement or refund at our discretion. IN-STORE PICKUP Please inspect your items at 85 Bluegum Street, Midrand before leaving. Issues must be raised at the time of collection. REFUND PROCESSING Approved refunds are processed within 5–7 business days to your original payment method. Shipping costs are non-refundable unless the return is due to our error. NON-RETURNABLE ITEMS The following cannot be returned: opened tobacco products, used hookah accessories, e-liquids, and any items marked as final sale. CONTACT US Email: sthembiso@granitelounge.co.za | Phone: 060 831 1801