Refund & Return Policy
At Prism Smoke Shop, we stand behind the products we sell and want our customers to have a clear understanding of our policies before placing an order. Because many of the items we carry are fragile, specialty products, or intended for personal use, our return policy is limited and subject to the conditions below.
Order Cancellations
Orders may be canceled within a limited window before shipment.
- Orders canceled within 24 hours of being placed will receive a full refund.
- Orders canceled after 24 hours but before shipment are subject to a 20% restocking fee.
- Once an order has shipped, it can no longer be canceled.
Returns & Exchanges
We accept returns and exchanges on select unused items only.
To be eligible for return or exchange, the item must:
- Be unused
- Be in its original condition
- Include all original packaging and components
- Be requested within 7 days of delivery
Approved returns for refund are subject to a 20% restocking fee to help cover shipping, handling, processing, and restocking costs.
If a customer chooses to exchange an item or accept store credit instead of a refund, the restocking fee may be waived at our discretion.
Non-Returnable Items
The following items are not eligible for return or refund:
- Any item that has been used
- Any item not in resellable condition
- Any item missing original packaging or components
- Products that have come into contact with smoke, vapor, wax, concentrates, or other residue
- Clearance items, final sale items, and any item marked as non-returnable
Due to the nature of the products we sell, any item that has been used is considered final sale and cannot be returned, refunded, or exchanged.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
To report an issue, email us at prismgallery420@gmail.com or send a direct message to @prismsmokeshop with:
- Your order number
- A brief description of the issue
- Clear photos of the product
- Clear photos of the packaging
- Clear photos of any visible damage or defect
All damaged, defective, or incorrect-item claims must be reported before the item is used. Items that have been used are not eligible for return or refund.
Once the claim is reviewed, we may offer one of the following at our discretion:
- Replacement item
- Store credit
- Exchange
- Refund
Resolution type will depend on product availability and the nature of the issue.
Return Shipping
Customers may be responsible for return shipping costs unless the return is approved due to a damaged, defective, or incorrect item.
Original shipping charges are non-refundable.
If a refund is issued, applicable fees may be deducted from the total refund, including return shipping costs where applicable.
For items valued over $75, we recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for returned packages that are lost in transit.
Processing Time
Once an approved return is received, please allow 1-3 business days for inspection and processing.
Depending on the situation, replacement items, exchanges, store credit, or refunds may take additional time to complete.
How to Start a Return or Report an Issue
To request a return, exchange, or report a damaged, defective, or incorrect item, please contact:
Email: prismgallery420@gmail.com
Instagram: @prismsmokeshop
Please include your order number and all relevant photos/details so we can review your request as quickly as possible.
Thank you for shopping with Prism Smoke Shop.