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Returns
Not satisfied with your item and want to send something back? Here you can find out when a return is possible and how the process works step by step.
When is a return possible?
It depends first on why you want to return something – because in some cases a return is not necessary, and in others it is simply not possible. A return is possible in the following two cases:
Unused goods
You can return unused items to us within 14 days of receipt without giving a reason.
Delivered damaged
If a product arrives damaged, please contact us via WhatsApp first. In many cases we can arrange a replacement directly – a return will only take place after prior agreement.
Important: Items that have already been used – whether shishas or other products – are excluded from returns. Every return is carefully inspected upon receipt.
Want to return your XKAH?
Having issues with your XKAH or want to send it back? Use our dedicated form so we can help you quickly.
Submit an XKAH ComplaintHow does a return work?
1
Register your return
So we can correctly match your return to your order, we need to know which order the package belongs to and why you want to return the item. Simply fill out our online form or print the return form (PDF) and fill it in by hand.
Important: If you use the PDF, please enclose the completed form in the package. If you use the online form, no printed version is needed. Unregistered returns may cause delays.
2
Prepare your items
Check your items and pack them securely in a suitable box. Ideally use the original shipping carton along with additional padding material to prevent anything from shifting.
3
Create a shipping label
Create a shipping label with a carrier of your choice (e.g. DHL, Hermes, DPD) – online or directly at a branch near you.
Moze GmbH
An der Haarbrücke 6
49716 Meppen
Germany
An der Haarbrücke 6
49716 Meppen
Germany
Important: We do not provide return labels and do not cover the cost of return shipping.
4
Drop off your package
Drop the package off with your chosen carrier or use a parcel locker. Make sure to keep the tracking number or proof of postage.
5
Receive your refund
Once your return has been received and inspected, we will usually refund the amount within approximately 14 days – via the same payment method used for your order.
Frequently asked questions
Do I need to register my return before sending it?
Yes. To allow us to correctly process your return, you must register it before sending – either via our online form or by completing the return form as a PDF.
If you use the online form, no printout is needed. If you use the PDF, please enclose the completed form in the package. Unregistered returns may cause delays.
Under what conditions can I return an item?
You can return unused items within 14 days of receipt without giving a reason. Items that have already been used are excluded from returns.
If a product arrives damaged, please contact us via WhatsApp first. In many cases we can arrange a replacement directly. A return will then only take place after prior agreement.
How do I register a return?
You can register your return either via our online form or by completing the return form (PDF).
If you use the PDF, you can print it out and fill in the details by hand. If there is not enough space, print the document multiple times. Then enclose the completed form in the package. If you use the online form, no printed version is needed.
How do I pack my items correctly for a return?
Please pack your items so they are well protected during transit. A sturdy box or the original shipping carton works best.
Make sure the items cannot shift inside the box. For fragile items in particular, we recommend additional padding material to ensure everything arrives safely.
What address do I send my return to?
Please send returns to:
Moze GmbH
An der Haarbrücke 6
49716 Meppen
Germany
An der Haarbrücke 6
49716 Meppen
Germany
Where do I get my return label and who covers the return shipping costs?
We do not provide return labels. You will need to create the shipping label yourself with a carrier of your choice (e.g. DHL, Hermes, DPD) – online or in person at a branch.
The return shipping costs are not covered by us.
Where can I drop off my return parcel and what should I keep?
You can drop your parcel off with your chosen carrier or – depending on the provider – use a parcel locker or parcel shop. It is important that you keep the tracking number or proof of postage.
This allows you to track the shipment status and serves as proof in the event of any delays in transit.
What happens when my return arrives?
Once your return has been received, it will be carefully inspected by our team. We only accept items in unused condition.
If everything is in order, the refund will then be initiated.
When will I receive my refund?
Once your return has been received and inspected, we will usually refund the amount within approximately 14 days.
Depending on the payment method and your bank, the credit may in individual cases take a little longer.
What should I do if an item arrives damaged?
If an item arrives damaged, please contact us via WhatsApp first. Ideally send us photos of both the item and the outer packaging straight away.
This allows us to assess the case quickly and find the best solution together. Please keep the outer packaging until you have heard back from us.
What happens if I don't register my return or don't include a form?
If we are unable to clearly match your return to an order, processing may be delayed. Please register your return before sending it and – if using the PDF – enclose the completed form in the package.
Still have questions about your return?
Our support team is happy to help – Mon–Thu 9:00 AM–5:00 PM, Fri 9:00 AM–3:00 PM.