Refunds & Returns Policy

Last updated: July 2026

Faulty Products

If a device or product you purchased from Emirate Vape Shop is faulty on arrival or fails within a reasonable period under normal use, contact us within 7 days of purchase or delivery. We will inspect the item and, where a genuine fault is confirmed, offer a replacement or refund.

How to Request a Return

1. Contact us via +971 52 769 2567, +971 52 437 5079, or our Contact page with your order details and a description (and photo, if possible) of the issue
2. We’ll confirm whether the item qualifies for return based on this policy
3. Approved returns can be dropped at our Business Bay store or collected, depending on the situation
4. Once inspected, we process a replacement or refund

What Cannot Be Returned

For hygiene and regulatory reasons, the following cannot be returned or exchanged once opened or used, unless faulty:

• Opened e-liquid bottles
• Used or opened disposable vapes
• Opened IQOS HEETS/TEREA packs
• Shisha pods once opened

Incorrect Orders

If you received the wrong item due to an error on our part, contact us as soon as possible and we will arrange a correction at no additional cost.

Refund Processing

Approved refunds are processed using the original payment method where possible. Cash-on-delivery orders are refunded in cash or store credit, as agreed with the customer.

Questions?

Contact us via our Contact page and we’ll walk you through your options.