Return Policy

⚠️ The Golden Rule: No Returns on Used Items

Prism Water Pipes cannot accept returns or exchanges on any item that has been used, regardless of what substances were used or if the piece has been cleaned. Once an item has been used, it is considered accepted in its received condition and is no longer eligible for return or exchange. Please inspect your glass thoroughly before its first use.

 

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Quick Reference: Issue & Deadline Table

Use this table to determine your eligibility for a return, replacement, or credit.

Reporting Windows

• All reporting windows begin on the date the shipping carrier marks the package as delivered. Customers must contact Prism within the applicable reporting window, even if additional photos, videos, or documentation are provided later.

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Returns & Exchanges (Unused Items Only)

If you no longer want your item or have a change of heart:

• Contact: Email support@prismwaterpipes.com within 3 calendar days of carrier-confirmed delivery. Include your order number and reason for return or exchange.

• Condition: The item must be in its original packaging and strictly unused.

• Shipping Cost: The customer is responsible for return shipping costs and must provide a tracking number to support. Original shipping costs are non-refundable.

• Return Authorization: All returns and exchanges must be approved by Prism Water Pipes before they are shipped. Packages returned without prior authorization may be refused or may not qualify for a refund.

• Return Packaging: Customers are responsible for securely packaging approved returns using the original protective materials whenever possible. All glass components must be individually protected to prevent movement and contact during transit. Prism is not responsible for items that are lost or damaged during customer-arranged return shipping. We strongly recommend using a trackable and insured shipping service and retaining the shipping receipt until the return is complete.

• Return Inspection: Returned items are inspected before a refund, exchange, or credit is approved. Items must be unused, complete, and returned with all original parts, accessories, and packaging. Prism may deny the return or deduct the value of missing components, damaged packaging, or damage caused by inadequate return packaging. Damage that occurs during return shipping is the customer’s responsibility.

• Exchanges: Approved exchanges are processed as a return of the original item and a separate purchase of the replacement item. The customer is responsible for returning the original item and paying the shipping cost for the replacement unless the exchange is required because Prism sent an incorrect or defective item. The replacement will not be shipped until any required payment has been received. A refund for the original item will be issued after it is returned, inspected, and approved under this policy.

 

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Order Cancellations and Changes

Order cancellation or change requests must be emailed to support@prismwaterpipes.com as soon as possible. Requests are not guaranteed and cannot be accommodated once an order has shipped. 

 

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Broken, Missing, or Incorrect Items

Broken or Damaged Items

Damaged items must be reported to support@prismwaterpipes.com within 3 calendar days of carrier-confirmed delivery.

Damage claims must include:

• Order number

• Photo of the damaged item(s)

• Photo of all items received in the shipment

• Photo of the exterior shipping box

• Photo of the internal packaging

Customers must retain the damaged product and all original packaging until Prism confirms the claim has been resolved. Discarding the item or packaging before review may prevent Prism or the shipping carrier from processing the claim.

Legal Note: Dispose of broken glass carefully. Prism is not responsible for injuries resulting from handling broken glass.

Missing Items

If an item is missing from your order, please check all packaging materials and internal boxes before contacting Prism.

Missing items must be reported to support@prismwaterpipes.com within 3 calendar days of carrier-confirmed delivery. Please include your order number and identify the missing item.

After the claim is reviewed and approved, Prism will provide a replacement for the missing item at no additional product or standard shipping cost.

Incorrect Items

If Prism sends an incorrect item, contact support@prismwaterpipes.com within 3 calendar days of carrier-confirmed delivery.

Prism will provide instructions for returning the incorrect unused item and will cover the approved return-shipping cost. The correct replacement will be sent at no additional product or standard shipping cost after the claim is reviewed.

Prism may require the incorrect item to be returned before the replacement is shipped.

Packages Marked Delivered but Not Located

If tracking shows a package as delivered but it cannot be located, customers should first:

• Check the delivery area and surrounding locations
• Confirm the shipping address on the order
• Check with household members, neighbors, or building management
• Contact the shipping carrier for additional delivery information

Prism may require written carrier documentation, a missing-mail inquiry, or a police report when theft is reasonably suspected before reviewing a replacement or credit request.

Replacement or reimbursement is not guaranteed and will be determined based on the tracking record, carrier investigation, and circumstances of the shipment.

 

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Manufacturing Defects

A manufacturing defect is an issue that interferes with the intended function or performance of the product. All manufacturing defects must be reported within 7 calendar days of carrier-confirmed delivery.

What Qualifies as a Manufacturing Defect:

• Cracks, leaks, or holes present upon delivery

• Blocked airflow or significant airflow restrictions

• Poorly fitting joints or defective Halo connectors

• Decals that flake, peel, or rub off under normal handling

What Does Not Qualify as a Manufacturing Defect:

• Impact Damage: Chips, cracks, or breakage caused by dropping, hitting, or otherwise damaging the product after delivery.

• Minor Aesthetic Variations: Because many Prism products are handmade, minor variations in shape, size, color, glass thickness, or other cosmetic details may occur and are not considered defects if they do not interfere with the product’s intended function.

 

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Final-Sale and Excluded Items

Items clearly marked “Final Sale” or “Seconds” at the time of purchase are not eligible for change-of-heart returns, exchanges, or refunds. Regular sale or discounted items are still eligible under this Return & Exchange Policy unless the applicable product page specifically states otherwise.

 

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Discounts and Bundle

Refunds are based on the amount actually paid for the returned item after discounts.

If returning part of a bundle or promotional order causes the remaining items to no longer qualify for the original discount, bundle price, free shipping, or complimentary gift, the refund may be adjusted to reflect the regular price of the items kept.

 

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Refund Method and Timing

Approved refunds are issued to the original payment method after the returned item has been received, inspected, and approved under this policy.

Please allow up to 2 business days for Prism to complete the inspection and issue the refund. After the refund is issued, your bank or payment provider may require an additional 5–10 business days for the funds to appear in your account.

Original shipping charges are non-refundable unless otherwise required by law or specifically stated in this policy.

Gift cards, store credits, and promotional credits are not redeemable for cash unless required by law.

 

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Late or Missing Refunds

If Prism has confirmed that your refund was issued but you have not yet received it:

• Check your bank or credit card account for a pending refund.

• Contact your bank or credit card provider, as processing times may vary.

• Allow 5–10 business days after Prism issues the refund for it to appear in your account.

• If the refund still has not appeared after that period, contact support@prismwaterpipes.com with your order number so we can review the refund status.

 

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Final Reminder: Once an item has been used, it is no longer eligible for return, exchange, or refund—without exception. If you return it used, we will not refund or pay to ship it back to you.

 

Contact & Support

For all Return questions or claims, contact:
support@prismwaterpipes.com