Refund Policy

Refund and Return Policy

Last updated: June 17, 2026

This Refund and Return Policy explains your rights and the procedures applicable to orders placed through shishax.eu. It applies to consumers resident in the European Union and in the United Kingdom and complies with EU Directive 2011/83/EU, EU Directive 2019/771, and Spanish Royal Legislative Decree 1/2007 as amended.

The Seller is Andrés Felipe Duque Alvarez (autónomo), NIF ES-60928520W, Carrer Joan Miró 51, 08320 El Masnou, Barcelona, Spain. Email: info@shishax.eu. Phone: +34 647 63 62 85.

1. Cancellation Before Shipment

If your order has not yet shipped, you may request cancellation by emailing info@shishax.eu. Approved cancellations are refunded to the original payment method used at checkout within 14 days of cancellation confirmation.

Once an order has been shipped, cancellation is no longer available. Shipped orders are subject to the right of withdrawal set out in Section 2 below.

2. EU Right of Withdrawal (14 Days)

As a consumer in the European Union, you have the right to withdraw from this contract within 14 calendar days without giving any reason, in accordance with Article 9 of EU Directive 2011/83/EU and Article 102 of Spanish RDL 1/2007.

2.1 Withdrawal Period

The withdrawal period expires 14 calendar days after the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods.

For orders containing multiple items delivered separately, the withdrawal period expires 14 days after delivery of the last item.

2.2 How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision before the withdrawal period expires by means of a clear statement. You can do this by:

• Sending an email to info@shishax.eu with the model withdrawal form below
• Sending a letter by post to the address listed at the top of this policy
• Sending any other unambiguous statement of your decision to withdraw

You may use the model withdrawal form set out in Section 2.6 below, but it is not obligatory.

2.3 Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the cost of standard delivery (excluding any additional cost arising from your choice of a delivery type other than the least expensive standard delivery offered).

Reimbursement will be made using the same means of payment used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is earlier.

You shall return the goods to us without undue delay and in any event no later than 14 calendar days from the day on which you communicate your withdrawal. The deadline is met if you send the goods before the period of 14 days has expired.

2.4 Return Shipping Costs

You will bear the direct cost of returning the goods. Return shipping is the responsibility of the customer.

2.5 Diminished Value

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

In practice, this means you may open the packaging and examine the product as you would in a physical store, without affecting your right to a full refund. However, if you use, activate, install, or otherwise handle the product beyond what is necessary for inspection, we may reduce the refund proportionally to the diminished value of the goods.

For electronic heating devices such as VOLTA, opening the packaging is permitted for inspection. Activating the device, charging the battery, attaching it to a hookah, applying heat, or using consumable components constitutes handling beyond inspection and may result in a significant diminished value deduction, up to and including the full value of the affected components.

2.6 Model Withdrawal Form

You may use this form, but it is not obligatory:

To: Andrés Felipe Duque Alvarez (autónomo), Carrer Joan Miró 51, 08320 El Masnou, Barcelona, Spain. Email: info@shishax.eu

I hereby give notice that I withdraw from my contract of sale of the following goods:

[description of goods]

Ordered on: [date] Received on: [date] Name of consumer: [name] Address of consumer: [address] Signature of consumer (only if this form is notified on paper): Date:

2.7 Exceptions to the Right of Withdrawal

The following goods are excluded from the right of withdrawal under Article 16 of EU Directive 2011/83/EU once specific conditions are met:

• Sealed hygiene items unsealed after delivery (Article 16(e)): ceramic chambers, mouthpieces, and any other product packaged with a hygiene seal cannot be returned once the seal has been broken. These items are clearly marked with a hygiene seal at the point of dispatch.
• Goods custom-made or personalised (Article 16(c)): not applicable to our standard catalogue.
• Goods sealed for safety reasons unsealed after delivery: where applicable, identified at the point of sale.

The main VOLTA device, batteries, and unsealed accessories remain subject to the full right of withdrawal even after the packaging has been opened, subject to the diminished value clause in Section 2.5.

3. Returns Outside the 14-Day Withdrawal Window

Outside the 14-day right of withdrawal window described in Section 2, we do not offer refunds for change of mind, dissatisfaction, or any reason other than the statutory rights set out in Section 4 (Legal Guarantee of Conformity).

If you wish to return an item for any reason within the 14-day window, the eligibility conditions in Section 2 (including the diminished value clause) apply.

After 14 days from delivery, all sales are final except for defective or non-conforming goods covered by the legal guarantee of conformity below.

4. Legal Guarantee of Conformity (3 Years)

In accordance with EU Directive 2019/771 and Spanish RDL 1/2007 (as amended by RDL 7/2021), consumers are entitled to a 3-year legal guarantee of conformity for goods purchased through the Site. The Seller is liable for any lack of conformity that exists at the time of delivery and becomes apparent within three years of delivery.

4.1 What the Legal Guarantee Covers

A product is non-conforming if it:

• Does not match the description provided at the time of sale
• Is not fit for the purpose for which goods of the same type are normally used
• Does not have the quality and performance that the consumer can reasonably expect
• Has manufacturing or material defects that affect its proper functioning

4.2 Your Remedies

In the event of a lack of conformity, you have the right to:

1. Repair or replacement of the product, free of charge, within a reasonable time
2. Price reduction or refund if repair or replacement is impossible, disproportionate, or not provided within a reasonable time

The choice between repair and replacement is yours, unless the option you choose is impossible or imposes disproportionate costs on the Seller.

4.3 How to Claim

To claim under the legal guarantee, contact us at info@shishax.eu with:

• Your order number
• Description of the lack of conformity
• Clear photos or video showing the defect
• The product serial number if applicable

We will respond within 5 working days and propose a remedy in line with EU and Spanish consumer law.

4.4 What the Legal Guarantee Does Not Cover

The legal guarantee does not cover:

• Damage caused by misuse, accident, neglect, or unauthorised modification
• Normal wear and tear of consumable components (ceramic chambers, screens, mouthpieces, batteries beyond their rated charge cycles)
• Damage caused by failure to follow the product documentation and safety instructions
• Cosmetic damage that does not affect functionality

5. Damaged or Defective Products on Delivery

If your item arrives visibly damaged or non-functional at delivery, please notify us as soon as possible, ideally within 5 calendar days, to expedite resolution.

Email info@shishax.eu with:

• Your order number
• Clear photos of the product
• Clear photos of the packaging
• A description of the issue

We recommend the 5-day notification window to support carrier insurance claims and rapid replacement processing. Your statutory rights under the legal guarantee of conformity (Section 4) are not affected by this recommendation and remain available for three years from delivery.

Approved cases of defective or damaged delivery will be resolved through replacement, repair, or refund, in accordance with EU consumer law.

6. Hygiene Items and Consumables

For health and hygiene reasons, the following items are excluded from the right of withdrawal once their seal has been broken or they have been used (Article 16(e) of EU Directive 2011/83/EU):

• Ceramic chambers
• Mouthpieces
• Metal screens once removed from sealed packaging

Unsealed and unused hygiene items remain subject to the full 14-day right of withdrawal.

Defective consumable components are covered by the legal guarantee of conformity (Section 4).

7. Shipment Issues

If your tracking information shows your package as delivered but you did not receive it, contact us within 5 calendar days of the marked delivery date at info@shishax.eu, including your order number and any relevant details.

ShishaX is not responsible for:

• Packages marked as delivered by the carrier where the carrier confirms delivery to the address provided
• Stolen packages after confirmed delivery
• Carrier delays beyond our control

We recommend contacting the shipping carrier directly to initiate a trace or claim when applicable.

For incorrect shipping information provided at checkout that results in a returned package, additional shipping fees may apply to reship the order.

8. Refund Timeline and Method

Refunds for cancellations (Section 1) and approved withdrawals (Section 2) are processed within 14 calendar days of:

• The day we receive notification of cancellation or withdrawal, or
• The day we receive the returned goods, or
• The day you provide evidence of having sent the goods back

whichever is later.

Refunds are issued to the original payment method used at checkout. You will not incur any processing fees from us as a result of the refund. Your bank or card issuer may take additional time to credit the refund to your account.

9. Chargebacks and Fraud Protection

ShishaX tracks all device serial numbers, order information, and delivery confirmations.

Fraudulent chargebacks, claims of unauthorised transactions, or abuse of the withdrawal or return process may result in:

• Refusal of the chargeback claim with supporting evidence to your bank or card issuer
• Permanent refusal of service for future orders
• Reporting to the appropriate financial institutions and consumer authorities where applicable

This section does not limit your statutory rights as a consumer in the European Union.

10. Online Dispute Resolution

If you are not satisfied with our handling of a refund or return matter, you may submit a dispute to the European Commission's Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr

You may also lodge a complaint with the consumer protection authority of your country of residence.

11. Contact

For all refund and return enquiries:

Andrés Felipe Duque Alvarez (autónomo) Carrer Joan Miró 51, 08320 El Masnou, Barcelona, Spain Email: info@shishax.eu Phone: +34 647 63 62 85