Refund and Returns Policy

At TEAM EVERGREEN LIMITED, we stand behind the quality of every piece that leaves our workshop. If you are not entirely satisfied with your purchase, we are here to help. This Refund and Returns Policy outlines your rights and obligations when requesting a return, refund, or exchange.

1. Return Eligibility – 30‑Day Window

You may return most new, unused items within 30 days of delivery for a full refund or exchange. To be eligible, the following conditions must be met:

• The item must be in its original, unsmoked, and unused condition.
• All original packaging, tags, and accessories must be intact and included.
• The return must be accompanied by the original order confirmation or proof of purchase.

2. Items That Cannot Be Returned

For hygiene and safety reasons, certain items are non‑returnable unless they arrive defective or damaged:

• Smoked pipes – once a pipe has been used, it cannot be accepted for return unless the defect is a manufacturing fault.
• Lighters that have been filled with butane gas – for safety and transport regulations, we cannot accept returns on lighters that have been refilled. Please note that all lighters are dispatched without butane gas; if you fill them, the return eligibility is voided.
• Personalised or custom‑finished items – unless they arrive faulty.

3. Defective or Damaged Items

If you receive an item that is faulty, damaged during transit, or does not match the description, please contact us immediately at hello@shmovew.com within 7 days of receiving the parcel. We will arrange a return, replacement, or full refund at no cost to you, including return shipping fees.

Please include clear photographs of the defect or damage in your initial email – this helps us process your claim quickly and identify the root cause.

4. Returns Process – Step by Step

To initiate a return, follow these simple steps:

• Contact us at hello@shmovew.com with your order number and the reason for the return.
• Await our return authorisation and the correct return address. Unauthorised returns may be rejected or delayed.
• Pack the item securely in its original packaging to prevent damage during transit.
• Ship the parcel using a trackable delivery service. We recommend insurance for high‑value items, as we are not liable for loss or damage on the return journey.

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund or exchange.

5. Refunds

If your return is approved, a refund will be processed to your original payment method within 5–10 business days of our receipt and inspection. The time it takes for the credit to appear in your account depends on your card issuer or bank.

The refund amount will include the full purchase price of the item(s) returned. Initial shipping charges are non‑refundable, except in cases where we sent the wrong item or the product was defective.

6. Exchanges

If you wish to exchange an item for a different size, colour, or model, please indicate your preference when contacting us. Exchanges are subject to stock availability. If the new item is priced differently, we will either charge the difference or issue a refund for the balance. The same 30‑day eligibility rules apply to exchanges.

7. Return Shipping Costs

• For change‑of‑mind returns – the cost of return shipping is the buyer’s responsibility.
• For defective, incorrect, or damaged items – we will cover the return shipping costs and provide you with a prepaid label or reimburse the postage.

We strongly advise using a tracked courier for all returns, as we cannot issue a refund for items that are lost in transit on their way back to us.

8. Repair and Spare Parts as an Alternative

If you are otherwise happy with your item but it requires adjustment, we may offer a bench repair or replacement part instead of a full return. We maintain a permanent stock of stems, filters, and seals for all current and discontinued models.

• Send a photo of the issue to hello@shmovew.com and we will identify the correct part or repair method.
• Bench repairs are quoted and approved before any work begins.
• Standard stems and small parts usually ship within the same week.

This option is often faster and more sustainable than returning the entire product.

9. International Returns – Customs and Duties

For international returns (outside Hong Kong), please clearly mark the package as “Returned Goods” to avoid additional customs charges. We are not responsible for any import duties, taxes, or customs clearance fees levied on returned items. If we are charged such fees, they will be deducted from your refund.

Make sure to include your order number inside the package so we can identify your return promptly.

10. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

• Check your bank or credit card account again – processing delays can occur.
• Contact your bank or card issuer, as they may have additional processing steps.
• If you have done both and still have not received your refund, please contact us at hello@shmovew.com and we will investigate.

11. Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws. In certain jurisdictions (such as the EU or UK), you may have additional rights regarding cooling‑off periods or mandatory warranties. We respect all local laws and will handle your return in compliance with the regulations of your region.

12. Contact Information

If you have any questions about this Refund and Returns Policy, or if you need assistance with a return, please reach out to our team at:

By placing an order with us, you acknowledge that you have read and understood this Refund and Returns Policy.