Last updated: July 2026
Overview
Our refund and returns policy lasts 30 days from the date of delivery or in-store purchase. If 30 days have passed, we can’t offer a full refund or exchange.
To be eligible for a return, your item must be unused, in its original condition, and in its original packaging.
Non-Returnable Items
For hygiene and safety reasons, and in line with UAE regulations on vaping products, the following cannot be returned once opened or used:
- Opened or used e-liquids and salt nicotine bottles
- Used or activated disposable vapes
- Opened pod cartridges, coils, and atomizer heads (hygiene item)
- Any product with a broken seal where tampering cannot be ruled out
Unopened devices, kits, and accessories in original, resalable packaging can be returned within 30 days.
Faulty or Damaged Items
If a device arrives faulty, damaged, or dead-on-arrival, contact us within 48 hours of delivery with your order details and, where possible, a photo or short video of the fault. We will arrange a replacement, repair, or refund depending on the issue — at no extra cost to you.
To complete any return, we require your order confirmation, receipt, or proof of purchase (WhatsApp order confirmation is accepted).
Refunds
Once your return is received and inspected, we will contact you via WhatsApp or phone to confirm approval or rejection of the refund. Approved refunds are processed back to your original payment method (or as store credit for cash-on-delivery orders) within 5–10 business days.
Sale Items
Only regular-priced items may be refunded. Items purchased on promotional discount are final sale unless faulty.
Exchanges
We only replace items that are defective or damaged on arrival. To arrange an exchange, message us on WhatsApp with your order number and the issue, and we’ll confirm the next step — including whether the item should be returned to our Business Bay store or collected by our rider.
How to Start a Return
- Message us on WhatsApp at +971 52 769 2567 or +971 52 437 5079 with your order number and the reason for return.
- We’ll confirm whether the item qualifies and whether to return it in-store or arrange rider collection.
- Once received and inspected, we’ll confirm your refund, exchange, or replacement.
Our store is located at DAMAC ZADA Tower, 2nd Floor, Business Bay, Dubai, UAE — you’re also welcome to bring eligible items in person.
Need Help?
For any questions about refunds, returns, or exchanges, contact us via our Contact page or call +971 52 769 2567. See also our Terms & Conditions and Delivery Information pages.
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