Thank you for shopping at our ecommerce website that specializes in handmade meerschaum pipes. We strive to provide you with high-quality products and excellent customer service. In the event that you are not entirely satisfied with your purchase, we offer a comprehensive return and exchange policy to ensure your peace of mind. Please read the following policy carefully.

1. Returns Eligibility:

   - To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

   - We require proof of purchase, such as an order number or receipt, to initiate the return or exchange process.

   - Custom-made or personalized items are generally not eligible for returns or exchanges unless they arrive damaged or defective.

2. Return Process:

   - If you wish to return or exchange an item, please contact our customer support team within 2 days of receiving the product. You can reach us by email/phone number

   - Provide us with your order details, including the reason for the return or exchange and any supporting evidence (e.g., photos of damaged items).

   - Our customer support team will guide you through the return or exchange process and provide you with a return authorization if your request is approved.

3. Shipping Costs:

   - If the return or exchange is due to our error (e.g., incorrect item shipped, defective product), we will cover the return shipping costs and ship the replacement item to you free of charge.

   - If the return or exchange is not due to our error (e.g., change of mind, ordering the wrong item), the customer is responsible for the return shipping costs and any price difference for the exchanged item.

   - We recommend using a trackable shipping service to ensure that the item reaches us safely.

4. Exchange Process:

   - Once your returned item is received and inspected, we will notify you of the approval or rejection of your exchange request.

   - If approved, our customer support team will assist you in selecting an alternative product of equal or lesser value for the exchange.

   - Any price difference between the original item and the exchanged item, including shipping costs, will be the responsibility of the customer.

   - The exchanged item will be shipped to you once the return is processed.

5. Damaged or Defective Items:

   - If you receive a damaged or defective item, please contact our customer support team immediately with supporting evidence (e.g., photos).

   - We will provide further instructions for returning the item, and upon receipt, we will initiate a replacement process. If the exact item is unavailable, we will assist you in selecting an alternative product of equal or lesser value.

6. Non-Returnable or Non-Exchangeable Items:

   - The following items are generally non-returnable or non-exchangeable:

     - Custom-made or personalized items (unless damaged or defective)

     - Items that have been used or damaged by the customer

     - Items without original packaging

7. Customer Responsibility:

   - It is the customer's responsibility to carefully review the product description, specifications, and images before making a purchase to ensure compatibility and satisfaction.

   - Customers are responsible for providing accurate shipping information. We cannot be held liable for items lost or delivered to the wrong address due to incorrect information provided by the customer.

If you have any questions or require further assistance, please do not hesitate to contact our customer support team. We are here to help and ensure your shopping experience with us is enjoyable.