Refund & Return Policy

1. Items that cannot be returned

For hygiene and product safety reasons we cannot accept returns of:

• tobacco and any other smoking products,
• charcoal,
• any product whose packaging or seal has been opened,
• any product that has been used.

This does not affect your rights under Indonesian consumer law when a product is defective.

2. When we replace or refund

We will replace the item or refund it if, on delivery:

• the product is damaged or defective,
• the product delivered is not the product you ordered,
• an item from your order is missing.

You choose between a replacement of the same item, a substitute of equal value, or a refund of that item.

3. How to make a claim

• Contact us on WhatsApp +62 811 3960 5463 within 24 hours of delivery.
• Send your order number, a description of the problem and photos of the item and its packaging.
• Keep the item and the packaging until the claim is settled — we may need to collect it.

Claims made later than 24 hours after delivery can only be considered for a manufacturing defect that could not be seen at handover.

4. How the refund is paid

• Refunds are issued to the same payment method used for the order. We cannot refund to a different card or account.
• Once we approve the claim, we submit the refund to the payment provider; the money normally reaches you within 7–14 business days, depending on your bank or payment method.
• Orders paid in cash on delivery are refunded in cash or by bank transfer, as agreed with you.
• If the problem is our fault — a damaged, wrong or missing item — the delivery fee for the affected order is refunded together with the item.

5. Order cancelled by us

If we cannot fulfil an order — the item is out of stock, the address is unreachable, or age cannot be verified at handover — the order is cancelled and any amount already paid is refunded in full using the procedure above.

6. Contact

CV Global Raya Trading · WhatsApp +62 811 3960 5463 · tokohookahbali@gmail.com. Delivery hours: daily 11:00–00:00 (WITA).