LEGAL DISCLAIMER

Please note, Prism cannot receive back any piece that has been used, regardless of what substances with which it was used or whether it has been thoroughly cleaned. If you think you'll need to return a piece for any reason, contact us before using it. If you use the piece, you are formally accepting the product and waving your ability to return or exchange the product. 

REFUND

If you choose to return your item due to no longer wanting it or a change in heart, you will need to contact support@prismwaterpipes.com within 3 days of receiving the order and provide your order number along with a reason why you wish to return your item. The item must be returned in its original packaging and unused. If the item has been used, a return cannot be made. Prism also requires the customer pay for return shipping along with emailing the tracking number tosupport@prismwaterpipes.com. Prism is not responsible for any delayed or lost packages. Once the order is received in good condition, the item will be evaluated, and a refund for the product will be provided if it meets Prism refund guidelines. Please note, the original shipping cost will not be refunded. 

LATE OR MISSING REFUND (if applicable)

If you are awaiting a refund, but  haven’t received it yet, first double check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us atsupport@prismwaterpipes.com 

BROKEN OR DAMAGED ITEMS 

If your order arrives broken or damaged, please contactsupport@prismwaterpipes.com with a description of the issue, along with photos and or videos, and your order number. You have 3 days upon receiving your order to report an issue. Once customer service has reviewed the issue, either a replacement or store credit will be provided. 

LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. Prism is not liable for any harm inflicted by broken glass products. 

MISSING ITEMS

If an item is missing from your order, please first double check all packaging. If you find it is still missing, please report within 3 days of receiving your order tosupport@prismwaterpipes.com. Please provide your order number and list the item(s) missing. Once customer service has confirmed, a replacement will be sent out without any additional costs. 

If your package was never received or stolen from your doorstep and your tracking information says it has been delivered, You’ll need to file a claim with the shipping provider or submit a police report for stolen mail prior to Prism processes a replacement. 

INCORRECT ITEMS

If you have received something other than what you have ordered, please contactsupport@prismwaterpipes.com within 3 days of receiving order listing your order number and a description of what was incorrect in your order. Once customer service has confirmed, a replacement will be sent out without any additional costs. 

EXCHANGE

If you ordered an item and wish to make an exchange, you must contact us within 3 days of receiving your order. Please contactsupport@prismwaterpipes.com and provide your order number and the piece you wish to exchange your original piece with. Once the new piece is purchased, you will then need to ship back the original item in its original packaging and unused. If the item has been used, a return cannot be made. Prism also requires the customer pay for return shipping along with emailing the tracking number tosupport@prismwaterpipes.com. Prism is not responsible for any delayed or lost packages. Once the order is received in good condition, the item will be evaluated, and a refund for the product will be provided if it meets Prism exchange guidelines. Please note, the original shipping cost will not be refunded. 

However, we will cover the return shipping of your new piece if it is over $100 unless of course you choose to pay for priority shipping.

DEFECTIVE ITEMS

A defect is anything that interferes with the intended function of the piece, including: cracks, leaks, wide restrictions, poorly-fitting joints, broken clamps, decals that flake or rub off, or have holes, blocked airflow, and unusual fragility (if you drop glass on the ground and it breaks, that is not a defect). All defects need to be reported within 7 days of receiving order. Please emailsupport@prismwaterpipes.com and provide your order number and a description of the defect. Depending on the nature of the defect, either a replacement, discount, or store credit will be provided. Please note that all of our products are hand made so some minor aesthetic differences fall within our acceptable quality standards and will not be eligible for replacement or refunds. 

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