We’re confident that you’ll love our shisha charcoal, but if you encounter any issues, we can help!
Refunds
We review all orders on a case-by-case basis, and our team is committed to finding a solution to any problems with your order. Long-lasting customer relationships are central to our values at charcoal.pro shisha charcoal factory, so we’ll work alongside you to come up with a satisfying resolution.
Return Eligibility
Due to the customised nature of our products, we unfortunately can’t accept returns, exchanges, or cancellations. Please make sure that you have fully reviewed your order details before making your purchase to avoid any issues.
If you encounter any problems with your order, such as manufacturing defects or damage, please get in touch with us at export@charcoal.pro within 30 days of receipt. Our team will work with you to quickly resolve any problems. Also, you can contact our charcoal expert, Greg Ryabtse,v directly via +628118797070 to discuss the issue.
Damages and Issues
Please check your order closely upon delivery. If you receive a defective, damaged, or incorrect item, notify us within five business days of receipt at export@charcoal.pro. In your email, please include:
- Your order number
- Photos of the damaged or incorrect products
- A description of the issue
- We will assess the situation promptly and offer a solution where appropriate.
Quality Issues
- The buyer has the right to inspect the goods upon receipt. Any claims related to the quality or quantity of the products must be made within 7 days of receiving the goods. After this period, the buyer will be deemed to have accepted the goods as is, and no further claims will be accepted. Any disputes regarding product quality or quantity that may result in compensation must be mutually agreed upon by both parties. Compensation, if applicable, will be resolved during the next shipments, either through a discount or by adding additional goods to the container. The Manufacturer guarantees the following ash content specifications based on product type:
- Platinum: Ash content 1.4% – 1.9%
- Super Premium: Ash content 1.6% – 2.2%
- Premium: Ash content 1.6% – 2.5%
The moisture content of the briquettes can be up to 8%, measured using the ASTM D1762-84 (2021), Section 7.2 method.
Sampling should be conducted randomly from the entire batch and should be reasonably representative at least 0.1% of the total volume. As this is a natural product, a natural fluctuation up to 5% from the stated standards may occur. Testing for both ash and moisture content must be carried out in a laboratory accredited by KAN (National Accreditation Committee – Indonesia) for compliance with ISO 17025 standards. Testing for the other parameters should be done by written mutual agreement of both parties.
Exchanges
We do not offer direct exchanges. If you need a different product, please place a new order.
