Please carefully read our refund policy. You can always contact us for any refund policy questions at info@austar-us.com.

We pack all orders as safely as possible. We also strive to provide you the correct order. We understand that human error may occur, and thus, we invite you to review our refund policy.

Deadlines

After receiving your products, you have one business day to inspect your items and two business days to contact us and request an exchange or store credit. This policy applies only to unused glass products (water pipes, hookahs, hand pipes, downstems, bowl caps, etc.). For electronic products, please see below. 

For example, if you receive your order on a Monday, you have Tuesday to inspect every single product. If you find any defective product (such as a broken or chipped glass piece), you can contact us on either Tuesday or Wednesday to request an exchange or store credit. We will likely ask you to send us photos or other kind of evidence (subject to our sole discretion) of the broken/defective piece. After we review your claim, you may exchange your product or get store credit.

If you receive your order on a Friday or Saturday, you have Monday and Tuesday to inspect the items and contact us if necessary. 

Received wrong order/items

Should you receive the wrong item(s), contact us immediately so that we can evaluate the issue and make it right. For glass products, please do not use the item(s), and for for items packaged in boxes please do not open or remove the wrapper. Used or open items are no longer eligible for any refund, return, exchange or store credit. 

Electronic products and other non-returnable items

All of our electronic products (vaporizers, disposables, mods, etc.) and any product denoted as final sale are sold ”as is” and “as available." These products are considered final sale and are not eligible for a return, refund or exchange.  We suggest contacting the manufacturer of the item to explore any warranties that might be offered by them so that you can get the items fixed or replaced.  

Shipped items only

If you select shipping as your delivery method we will ask if you would like to add shipping insurance. Since we have no control over how a shipping company handles our products, adding shipping insurance protects your shipment against loss or damage. Should you opt for shipping insurance, we will charge you exactly what the shipping company charges us.

Should you receive the wrong items in your shipment please follow the instructions under the "Received wrong orders/items" section above. If your return is accepted, we may send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds

We limit our policy to only exchanges, store credit and, if necessary, returns for shipped items. However, in case we consider that the best option for you is a refund you will be refunded on your original payment method within 10 business days. We reserve the right to evaluate whether a refund is appropriate in a case by case basis.  Please remember it can take some time for your bank or credit card company to process and post the refund. 

To start a return or exchange, or if you have any questions, you can contact us at info@austar-us.com or call us at +1 (512) 344-9009 during our business hours.