Return / Exchange Policy

RETURN / EXCHANGE POLICY

If you are not satisfied with your order for any reason, Roor Retail (thesmokekulture.com) offers a 7-day money back guarantee to start from the day you receive the product(s), only if the product(s) have not been used. If you wish to return the unused product(s), please note the shipping cost will not be reimbursed, and there will be a 15% restocking fee.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and On Sale items, Ninety Nine marked pieces (such as items from the NINETY NINE Collection). We also do not accept returns for hazardous materials. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items nor ninety nine marked items or gift cards.

Due to the nature of the product, Glass, Titanium, Ceramic or Quartz products are not covered under any warranty.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you ordered the wrong size/etc... and would like to exchange for the correct product(s) please follow the instructions in the section below. Additional shipping charges will apply.

How to Start Exchange/Return Process

To begin the process, send the below required information by email to roorretail@roor.com or use our Online Contact Form. Note for security reasons we will only accept communication pertaining to the order from the email used at time of order placement. Please follow shipping/packing guidelines below after returned has been approved by company representative.

(required info.)

Name:

Order #:

Shipping Address:

Reason for Return, or Exchange:

 

Shipping/Packing Guidelines

Product(s) will need to be returned at the expense of the buyer via UPS or Fedex (with tracking we are not liable/responsible if the package is damaged or lost during transit). Once you have shipped back the returned product(s) please also remember to provide us with the tracking number. When repackaging the returned product please use packing material that is sufficient to prevent damage (e.g. adequate box and enough bubble wrap).

If product is to arrive damaged due to inadequate packaging, we are not liable/responsible and will not honor return policy. Upon receiving the product(s), Roor Retail quality control staff will inspect the product(s).

All returned products must include the original packaging complete with all components including any free gift with purchase that was included and show no signs of wear or abuse; otherwise, the return package will either be refused or subject to additional restocking fees and deduct any kept accessories or gifts that were not returned. Any used product will be refused. Buyer customer will need to arrange shipping label and pick up to retrieve refused returned product at buyer’s expense.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

COVID-19

In Lieu of COVID-19, All returned orders are being delayed additional two weeks to ensure staff safety when handling returns.