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Mya Online Hookah Store Information
MYA HOOKAH RETURN POLICY
For the initiation of a return MYA kindly asks you begin the process by calling us with your MyaHookah.com order number or MYA Saray wholesale invoice number. We will need to know the name of the item or item number as well as the reason you’re requesting the exchange. MYA will replace or exchange items that arrive defective or broken free of charge within the limitations of the 14 day time period and assuming the returned items are in unused condition. In the event of a return or exchange other than broken or defective items the customer maintains responsibility for the return shipping cost and will need to properly pack the item to ensure that it is returned to us without damage. (MYA encourages you to email the order information and tracking information to firstname.lastname@example.org so we can ensure to track it once you’ve sent the item/s to us). If the return item ends up proving to have been used MYA will be unable to process your return and will call or email in this event to let you know the findings.
All returns must be sent insured and to the following address:
Attn: Return (Order Number ______)
43671 Trade Center Place
Sterling, VA, 20166
For domestic returns (returns coming from within the U.S. and territories) please allow a minimum of a 21 day turnaround to conclude your return including the item/s to be credited back to your account. This time period includes the transit time for MYA to have your package delivered to headquarters, the time it takes us to process your return once MYA receives the items (up to 5 business days), and the time it takes MYA to credit you then your bank to process our refund request (up to 10 business days). In many cases you will receive a refund in a timelier manner, but MYA requests due to the nature of processing times for your patience as this can be a difficult thing to estimate exactly. However, MYA will work to complete this process for you as quickly as possible and will always call once we’ve received your item at headquarters then once we’ve refunded the credit to your account.
REFUSALS & NON-DELIVERABLES
Customer is responsible for any customs and duties that are applicable to the order. These are processed and calculated by the customs brokerage upon entrance into any country other than the USA. The charges are payable upon delivery. Refusal of these charges will result in the package being returned to Mya Saray LLC at an additional shipping rate that will be billed to the customer.
Incorrect addresses may also result in returned packages. If customer decides to have the package reshipped to a deliverable address, the applicable shipping charges will be billed again. If the customer decides to decline reshipment, the order will be restocked and customer will receive a refund of the purchase price of the merchandise, minus the shipping charges and a 10% restocking fee. MYA will always reach out the customer directly in the event this occurs to see how to proceed.
ON HOLD ORDERS
An order will be placed on hold if there is a problem with the billing address, an item is out of stock, we think you may have miss ordered an item and need to verify the order, and if a different billing and shipping address were used to place the order. MYA will contact the customer via the email address and phone number they provided on their order in a minimum of two attempts. The customer will have 3 business days to respond after initial contact from MYA. After the allotted 3 business day period, the order will be voided then an email sent or shipped out as ordered. An order placed with incorrect billing address information will be voided immediately and the funds refunded with an email to the customer. Please contact MYA if your order is placed on hold as soon as possible to avoid any issues in process your order or delay in shipment.
When you receive your order if it is missing merchandise, incorrect, or damaged, please immediately submit an electronic inquiry via our Contact Us page or directly at email@example.com. Damaged and/or missing merchandise must be reported to MYA in writing within 72 hours from the time of delivery for MYA to be able to take action. This is to ensure that your cargo claim is processed and approved in a timely manner if applicable. Failure to report damaged and/or missing merchandise within 72 hours may result in your merchandise damage claim being denied by the shipping carrier of MYA. *Please note that MYA (Mya Saray and Mya Hookah) reserve the right at their sole discretion to either replace the defective merchandise with the same or similar product at the same price point or provide store credit to MyaHookah.com in lieu of crediting your original form of payment for defective merchandise. MYA is not responsible for honoring returns purchased from stores and distributors that carry MYA products; MYA will do so at its sole discretion always recommend you work with the store of original purchase to handle your missing/ defective items first.
IF YOU CAN'T FIND THE ANSWER TO A QUESTION ABOUT MYAHOOKAH
Please contact us at firstname.lastname@example.org
Need help? Visit our Mya Hookah Contact Page