Last updated: November 27, 2025

At Eternal Smoke, we want you to be completely satisfied with your purchase. If for any reason you are not, you have 30 days from receipt of your order to request an exchange or refund.

Below we explain how the process works.

📌 1. Conditions for accepting returns

To be able to make a return:

• The product must be unused , without signs of wear and in the same condition in which it was received.

• You must keep its original packaging , including accessories and manuals (if applicable).

• Proof of purchase or order number is required.

❗ We do not accept returns of products that show signs of use , are damaged due to mishandling, or cannot be resold.

📌 2. Products that do NOT accept returns

For hygiene and safety reasons, we do not accept returns of:

• Aromatic woods or consumables that have been opened

• Lighters used

• Accessories that show obvious contact with fire, drinks, or residue

We do not accept returns of:

• Gift cards

• Products marked as final sale or special offer

• Customized products (if you were to sell them in the future)

📌 3. Refund request

To initiate a return, please contact us at:

📩 eternalsmokespain@gmail.com

Include your name, order number, and the reason for the return.
Our team will respond within 24–48 hours with instructions.

⚠ Do not send any package without contacting us first , as we may not be able to process it.

📌 4. Refunds

Once we receive the item and verify its condition, we will notify you by email.

✔ If the return is approved:

We will automatically process the refund to the original payment method.
Processing times may vary depending on the bank or issuing entity (usually 5–10 business days).

❌ If the return is rejected:

We will inform you of the reason and you can request that the product be reshipped to you (assuming the shipping costs).

📌 5. Late or unreceived refunds

If you don't see your refund reflected:

1. Check your bank account again.

2. Contact the entity that issued your card

3. Check with your bank (sometimes refunds take a few days to process)

If it still doesn't appear after this, write to us at:

📩 eternalsmokespain@gmail.com

📌 6. Changes

We only replace products if:

• They arrive defective .

• They arrive damaged during transport .

• Or they have an obvious manufacturing defect.

If you need a replacement, please write to us with photos of the defect at:

📩 eternalsmokespain@gmail.com

📌 7. Return shipping

If your return is approved, you will need to send the product to:

📍 C/ de la Sierra de Gredos 13, 3A, Madrid, 28031, Spain

• Return shipping costs are the responsibility of the customer , except in cases of our error or a defective product.

• The original shipping cost is non-refundable .

• If you receive a refund, the cost of return shipping (where applicable) will be deducted.

We recommend using a shipping method with tracking . Eternal Smoke cannot guarantee receipt of a package without tracking.

📌 8. Items marked as a gift

• If the item was marked as a gift when purchased and shipped directly to you, you will receive a credit for the value of the return .

• If the order was not marked as a gift, the refund will go to the person who made the purchase.