Refund policy

Return and Refund Policy

At RKK Enterprise Limited, we strive to provide high-quality smoking accessories and exceptional customer service. We understand that there may be instances where you need to return a product or seek a refund. Please read our Return and Refund Policy carefully to understand the procedures and conditions for returning or refunding your purchase.

1. Eligibility for Returns and Refunds

To be eligible for a return or refund, you must comply with the following conditions:

• You must notify us within 48 hours of receiving the goods.
• You must provide photo proof of the issue or damage.
• The product must be unused, in its original packaging, and in the same condition as when you received it.

1. Notification Process

To initiate the return or refund process, please follow these steps:

• Contact our customer support team within 48 hours of receiving the goods. You can reach us by phone at 02085715610 or by email at info@rkkenterprise.com.
• Provide detailed information about the issue or reason for the return, and attach photo proof of the problem.
• Our customer support team will review your request and guide you through the next steps.

1. Return Procedure

If your return request is approved, we will provide you with instructions on how to return the product. Please note the following:

• You are responsible for the cost of shipping the product back to us, unless the return is due to an error on our part.
• We recommend using a trackable shipping method to ensure the safe return of the product.
• The product must be securely packaged to prevent any damage during transit.

1. Refund Process

Once we receive and inspect the returned product, we will notify you of the status of your refund. Please consider the following:

• If the return is approved and the product meets the eligibility criteria, we will initiate a refund to your original payment method.
• Please allow a reasonable processing time for the refund to be completed, depending on your payment provider's policies.
• Refunds will only include the cost of the product; shipping charges are non-refundable unless the return is due to an error on our part.

1. Non-Eligible Items

Certain items are non-returnable and non-refundable unless they are defective or damaged upon receipt. These include:

• Used or opened products
• Products without their original packaging
• Customized or personalized items

1. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please follow the return procedure outlined above and place a new order for the desired item.

1. Customer Satisfaction

Your satisfaction is important to us. If you have any questions or concerns regarding your purchase or the return and refund process, please contact our customer support team, and we will be happy to assist you.

Please note that this Return and Refund Policy is subject to change without prior notice. It is recommended to review this policy periodically for any updates.

Last updated: 2023

For further assistance, please contact us at: RKK Enterprise Limited 2 Grand Union Enterprise Park Bridge Road Southall, UB2 4EX Telephone: 02085715610 Email: info@rkkenterprise.co.uk