Trade purchases · Updated 21 October 2026
This policy applies to business purchases from Kakas Hookahs Trade at kakashookahspro.co.uk. If something is wrong with your order, email trade@kakashookahs.com with your order or invoice number and a description of the issue.
Faulty goods and goods that do not match your order
Goods supplied in the course of our business must meet the requirements of the Sale of Goods Act 1979, including matching their description and being of satisfactory quality. Where you make a particular purpose known to us before ordering and reasonably rely on our skill or judgement, the goods must also be reasonably fit for that purpose, subject to the applicable law.
If goods arrive damaged, are faulty, are incorrect or are missing, please tell us as soon as reasonably possible. Check deliveries when reasonably practicable and keep relevant packaging and photographs where available. For a fault that only becomes apparent later, contact us when you discover it. There is no automatic 24- or 48-hour cut-off under this policy that removes your statutory rights.
We will investigate and provide the remedy to which you are entitled under the contract and applicable law. Depending on the circumstances, this may include a refund following valid rejection, an agreed repair or replacement, or compensation. Business buyers’ rights to reject goods depend on the circumstances, including acceptance and a reasonable opportunity to examine them. Agreeing to an assessment or repair does not by itself mean you have accepted the goods or waived your rights.
Arranging a return
Please contact us before sending goods back so we can provide the correct return address and agree a suitable collection or return method. This helps us handle your claim; our authorisation process does not override a valid statutory right to reject goods. Do not send goods to a manufacturer or an address on the original parcel unless we have confirmed the instructions.
Tell us which products and quantities are affected and provide photos or other evidence where reasonably available. Keep the goods safe and avoid further use if it could cause harm or worsen the problem. Pack any authorised return securely. Original packaging is helpful, but its absence does not automatically prevent a valid faulty-goods claim.
Where goods are faulty, incorrectly supplied or otherwise do not conform to the contract and we are responsible, we will arrange collection or cover reasonable necessary return costs. Please agree the return method with us first where practicable and retain proof of postage and any receipts. This does not restrict any right you have to recover reasonable costs under applicable law.
Change of mind and ordering mistakes
Genuine business purchases do not have the automatic 14-day consumer cooling-off right. We are not obliged to accept a return simply because you change your mind, over-order or choose the wrong product when the goods conform to the contract.
Please contact us promptly if you want to cancel or change an order. We will confirm what is possible. Any voluntary return of non-faulty goods must be agreed with us in writing, including the condition required, return costs and whether a refund or credit is offered. Any proposed deduction or handling charge will be explained and agreed before you proceed; this policy does not impose an automatic restocking fee.
Refunds, wear and warranties
When a refund is due, we will confirm the amount and payment arrangements and process it without undue delay. We will not require you to accept a credit note instead of a refund to which you are legally entitled. Any adjustment to invoiced VAT will be documented where applicable.
We are not responsible for a fault to the extent it was caused by misuse, accidental damage, unsuitable storage, unauthorised alterations or normal wear and tear. This does not exclude responsibility for an underlying defect or goods that failed to meet the contract when supplied. A manufacturer’s warranty is additional to, and does not replace, rights against us as the seller.
Your legal rights
Nothing in this policy excludes or limits liability or rights that cannot lawfully be excluded or limited. If you are legally buying as a consumer rather than for business purposes, your applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 remain unaffected; having a trade account alone does not remove those rights.
For order and delivery information, see our Trade Terms and Delivery & Invoicing page. For help with a return, contact trade@kakashookahs.com.