Certain limited drops, sale items, and promotional products may be marked as final sale and are not eligible for return or refund.
Return & Exchange Policy
At Planet Poison, we stand behind the quality of our products. If you are not satisfied with your purchase, we’re here to help.
How long do I have to request a return?
Returns must be requested within 14 days of delivery.
What condition must the item be in?
Items must be unused, unopened, and in original packaging.
Can I return used smoking accessories?
Due to the nature of smoking accessories, used items cannot be returned for hygiene and safety reasons.
How do I start a return?
To start a return, please contact us at planetpoisoninfo@gmail.com with your order number and reason for return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Damaged or Incorrect Items
What should I do if my order arrives damaged?
Contact us within 48 hours of delivery. Provide clear photos of the item and packaging.
What if I received the wrong item?
Contact us within 48 hours of delivery and provide clear photos of the item and packaging.
What happens after I report the issue?
We will replace the item or issue a refund once the issue is verified.
Refunds
When will I receive my refund?
Once your return is received and inspected, approved refunds will be processed back to your original payment method.
How long does it take for the refund to appear?
Please allow 5–10 business days for your bank or card provider to process the refund.
Are shipping costs refundable?
Shipping costs are non-refundable unless the return is due to our error.
Are sale or limited items eligible for return?
Exchanges
Do you accept exchanges?
We accept exchanges for a different colour of the same item within 14 days of delivery.
What are the requirements to be eligible for an exchange?
Item must be unused, unopened, and in original packaging. Exchange must be requested within 14 days.
Proof of purchase is required.
Who pays for return shipping on exchanges?
Customers are responsible for return shipping costs.
What happens after I send the item back?
Once we receive and inspect the item, the new colour will be shipped out.
