Effective date: 18 October 2026
This policy explains when you can return a product, how to do it, and how refunds and exchanges work. It does not affect your rights under UAE consumer protection law.
When you can return a product
We accept returns within 7 days of receiving your order if the product is:
- defective;
- damaged on arrival; or
- not as described, or the wrong item was delivered.
Conditions
- Wrong or not-as-described items must be unused and in their original packaging.
- Defective items may have been used, as long as the fault appeared during normal use. Please return them with their original packaging if you still have it.
- You must have proof of purchase, such as your order number or confirmation email.
What cannot be returned
Because these are nicotine products, hygiene and safety come first. We cannot accept these unless the item is defective or damaged on arrival:
- opened or used disposable vapes and devices;
- opened e-liquid bottles.
We also cannot accept:
- requests made more than 7 days after you received the order;
- returns without proof of purchase;
- products damaged after delivery through misuse or accidents.
If you think a product that has been opened or used is faulty, tell us. We will look at the case and photos before deciding.
How to return a product
- Check your order on arrival. Keep the packaging. If it arrives damaged or wrong, tell us as soon as you notice, with photos. See Delivery and Shipping for how delivery works.
- Contact us within 7 days by WhatsApp or phone on +971 52 703 9137, email [email protected], or the contact form.
- Send us the details: your order number, the reason for the return and clear photos of the product and packaging.
- We review your request and reply with the next steps.
- Return the product as we explain, in its original packaging if you still have it.
- We inspect it and confirm your refund or exchange.
What counts as defective, damaged on arrival or not as described
- Defective: the device or product does not work as it should when used normally.
- Damaged on arrival: the product or packaging was broken, leaking or crushed when it reached you.
- Not as described or wrong item: you received a different product, model, size or nicotine strength from the one you ordered.
Changing your mind about a flavor or model is not covered, especially once a product has been opened.
Return shipping costs
You pay the return shipping, unless the product is defective, arrived damaged, or we delivered the wrong item. In those cases we cover it.
Refunds
Refunds are issued after we have received and inspected the returned product. If the product is not in its original condition, we may give a partial refund that reflects the loss in value. We will explain how we reached any partial refund before you accept it.
If the item was defective, damaged on arrival or wrong, we refund the full amount you paid for it, including its share of the delivery fee and any card fee.
If we inspect a returned item and find no fault, we will tell you why and arrange to send it back to you.
Because orders are paid in cash or by card at your door, we will agree the refund method with you when we approve your return. Refunds are usually processed within 7 to 10 business days after approval.
Exchanges
We offer exchanges only for defective, damaged on arrival or incorrect items. Contact us in the same way as for a return. If the replacement is not available, we will offer a refund instead.
Tips for a smooth return
- Contact us as soon as you notice the problem; do not wait until day 7.
- Take photos before you move or repack the item, showing the fault and the outer packaging.
- Keep the original box, any inserts and your order confirmation until the case is closed.
- Do not keep using a product you believe is faulty.
Canceling before delivery
To cancel an order, contact us as soon as possible. If it has not left us, we will cancel it. See our Terms and Conditions.
Your legal rights
This policy sits alongside your statutory rights as a consumer in the UAE. Nothing here limits those rights.
Contact
WhatsApp or call +971 52 703 9137, email [email protected] or use our contact form. Please include your order number.