The short version
We replace or refund anything that reaches you damaged, faulty or incorrect. Because we sell nicotine products, we cannot accept returns simply because you changed your mind or did not enjoy a flavour.
What we accept
- Damaged on arrival – the device, pod or bottle is physically broken, cracked or leaking when it reaches you.
- Faulty – the device does not power on, does not charge, or fails within the manufacturer warranty period.
- Incorrect item – we sent a different product, flavour, nicotine strength or quantity from what you ordered and confirmed.
What we cannot accept
For health, safety and UAE regulatory reasons we cannot take back:
- Change-of-mind returns.
- Any disposable vape, pod or e-liquid that has been used, opened or had its seal broken, unless it is faulty.
- A flavour you did not like. Taste is personal and a used product cannot be resold.
- Items reported more than 48 hours after delivery, unless covered by a manufacturer warranty.
How to make a claim
- Message us on WhatsApp at +971 56 389 8101 within 48 hours of delivery.
- Send a photo or short video showing the problem, along with the packaging.
- We will confirm whether the item qualifies, usually the same day.
- If it does, we arrange collection and send a replacement, or refund you.
Keep the original packaging until the claim is settled. Claims are much faster to approve with it.
Replacements and refunds
Our first option is always a replacement, because it gets you a working product fastest. If the item is out of stock or you prefer a refund, we refund the amount you paid.
Since payment is taken on delivery rather than online, refunds are returned by cash or bank transfer, whichever suits you. Bank transfers are normally completed within 3 to 7 working days of the returned item being collected. There is no card reversal to wait for, because no card was charged online.
Faulty devices under warranty
Vape kits and pod systems carry the manufacturer warranty that came with them, typically 3 to 6 months on the device body depending on the brand. Coils, pods and disposables are consumables and are not covered by warranty once used. If a device fails inside its warranty period, message us and we will handle the claim with the supplier on your behalf.
Orders cancelled before delivery
You can cancel any order at no cost before it is dispatched, simply by messaging us. Because you pay on delivery, nothing needs to be refunded – you can also decline the order at the door, though we would appreciate a message first so the driver is not sent unnecessarily.
Contact
All returns and refunds are handled on WhatsApp at +971 56 389 8101, 10:00am to 11:00pm daily.
