Returns & Refunds
We do not accept returns on used products. Even if you only used it once and washed it out. No exceptions. We at RastaSupply.com sell only the highest quality glass pipes and accessories at the lowest prices on the market to ensure 100% customer satisfaction. In the unlikely event that you are not satisfied with your order, please email us within 5 days of the order delivery date and let us know. We can either replace the item with one of your choice or issue a refund (see below).
Refunds (Seller Error)
RastaSupply.com only accepts returns on un-used products, and a return claim must be filed within five days of the delivery date. If the return is due to RastaSupply.com’s error (wrong product/piece missing/etc.), we will send you a prepaid shipping label, and you simply need to drop the package off at the post office. We are not able to accept returns, exchanges or offer full or partial refunds for products that have been used. Please inspect all items prior to use, once used they cannot be returned for any reason. If you decide to send an item back, please be sure to package it the same way it arrived to ensure that it does not break on the way back to us. We recommend all return shipments purchase insurance covering the full amount of the order. If you choose not to purchase insurance and your shipment is damaged, RastaSupply.com can not offer you a refund. Once the item has been inspected and approved for re-stocking, a full refund for the purchase price will be issued.
Refunds (Buyer Preference)
All returns due to buyer preference will be subject to a 20% restocking fee OR the option of store credit for the full amount of your purchase. Shipping and handling fees are non-refundable, and buyer is responsible for any return shipping fees incurred on preference based returns.
You should expect to receive your refund within three weeks of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper (5 to 15 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3-5 business days).
What to do if your product is damaged upon arrival: We at RastaSupply go through enormous efforts to properly package and ship all orders to prevent breaking. Our packing methods insure your glass pieces will arrive at your doorstep safely and in perfect working condition. We believe a good business is one that stands behind it’s policies, and resolves any errors in a timely fashion. In the unlikely event that your package arrives damaged, please make sure you take the following steps to ensure getting a replacement is quick and easy:
Step 1. E-mail us at [email protected] within 24 hours of product delivery with your order number.
Step 2. Take photos of all packaging and materials, AND the damaged item(s).
Step 3. We will send you a return shipping label.
Step 4. Receive a brand new replacement!
Before place the order
- The measurement error is inevitable as our products are handmade, if you need the product with precise measurements, please contact us first.
- The color of our images is adjusted by the professional monitor which is same as the real product. However, the chromatic aberration existed due to different display devices. If you have a strict requirement for color, please contact us first to confirm the color.
- All items packed with extreme caution, using a proprietary packing method to ensure the item arrives in perfect condition. In the rare event you receive a damaged item, our support staff will arrange for a replacement to be reshipped at no cost.
We pack all items with extreme caution, using a proprietary packing method to ensure your item arrives in perfect condition.
Products will be shipped out within 3 business days normally (except holidays and weekend) if the product is out of stock, it needs extra time to be prepared.
Q: What if the item(s) broken when I receive it?
A: Please contact us immediately and sent us several clear photos showing the faulty part(s). Once we confirmed, we can re-ship a new one or make a full refund.
- What if something is missed?
- Please contact us immediately and keep the original package, sending us the photos of the package that we can figure out if we forget to send the item(s) or they just hiding in some place.
- What if I didn’t receive my package?
- Normally, most packages can be delivered
- What if the item(s) comes with the wrong size?
- Please note, as our glass products are handmade, so the height and weight of bong