Refund policy

Return & Exchange 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. Using the product constitutes formal acceptance of its condition and waives your right to a return or exchange. Please inspect your glass thoroughly before its first use.

 

 

Quick Reference: Issue & Deadline Table

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

Issue Type

Reporting Window

Resolution Type

Change of Heart / Return

3 Days post-delivery

Refund (Minus shipping), customer has to pay for the return shipping.

Broken or Damaged

3 Days post-delivery

Replacement or Store Credit

Missing or Incorrect Item

3 Days post-delivery

Immediate Replacement

Manufacturing Defect

7 Days post-delivery

Replacement, Credit, or Discount

"Seconds" Items

Final Sale

No returns or refunds

 


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 days of receiving your order. Include your order number and reason for return.

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

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

  • Exchanges: To exchange, contact us within 3 days. Once your new item is purchased, return the original unused item. The customer must pay for the shipping of the new piece and the piece will not be sent until the payment is made for shipping.

 

 

Broken, Missing, or Incorrect Items

  • Broken/Damaged: If your order arrives damaged, email support@prismwaterpipes.com with your order number and photos/videos within 3 days.

    • Legal Note: Dispose of broken glass carefully. Prism is not liable for harm inflicted by broken glass products.

  • Missing Items: Double-check all packaging. Report missing items within 3 days for a free replacement.

  • Incorrect Items: If you received the wrong item, report it within 3 days. We will send the correct replacement at no additional cost.

  • Stolen/Undelivered: If tracking says "Delivered" but the package is missing, you must file a claim with the carrier or a police report for stolen mail before Prism can process a replacement.

 

 

Manufacturing Defects

We define a defect as anything that interferes with the intended function of the piece. All defects must be reported within 7 days of delivery.

What Qualifies as a Defect:

  • Cracks, leaks, or holes.

  • Blocked airflow or wide restrictions.

  • Poorly-fitting joints or broken halos.

  • Decals that flake or rub off.

What Does NOT Qualify:

  • Impact Damage: If you drop the glass and it breaks, that is not a defect.

  • Minor Aesthetics: Since our products are handmade, minor aesthetic differences fall within acceptable quality standards.

 

 

Refund Processing (Late or Missing Refunds)

Refunds are issued once the order is received in good condition and evaluated. If you haven’t received your refund yet:

  1. Check your bank account.

  2. Contact your credit card company; it may take 5–10 business days to post.

  3. Contact your bank to check on internal processing times.

  4. If unresolved, contact us at support@prismwaterpipes.com.

 

 

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 and Refund questions or claims, contact:
📧 support@prismwaterpipes.com