Return & Refund Policy

At UAE Vape, customer satisfaction, product quality, and safety are important to us. Please read this Return & Refund Policy carefully before placing an order.

By purchasing from our store, you agree to the conditions stated below. Nothing in this policy limits any mandatory consumer rights available under applicable UAE law.

1. Return Eligibility

You may request a return within 2 calendar days of receiving your order, provided that:

• The product is unopened, unused, and in its original condition.

• All seals, labels, accessories, manuals, and original packaging remain intact.

• The item shows no signs of use, damage, alteration, or improper storage.

• You provide a valid order number or proof of purchase.

• UAE Vape approves the return before the item is sent back.

Products returned without prior approval may not be accepted.

To request a return, contact us by:

• Email: uaevape14@gmail.com

• WhatsApp: +971 58 211 2538

Please include your full name, order number, reason for return, and clear photographs of the product and its packaging.

2. Non-Returnable Items

For health, hygiene, safety, and quality-control reasons, the following products cannot be returned or exchanged once opened, unsealed, tested, or used:

• Disposable vapes

• E-liquids and vape juice

• Nicotine salt and freebase e-liquids

• Pods, cartridges, and replacement pods

• Coils and mouthpieces

• Heated tobacco products, including TEREA products

• Opened or activated vape devices

• Products damaged through misuse, accidental damage, improper storage, or failure to follow the manufacturer’s instructions

• Clearance, final-sale, or promotional products, unless supplied defective or incorrect

A change of mind, dislike of a flavour, nicotine strength, colour preference, or personal experience with a product does not qualify for a return after the product has been opened or used.

These restrictions do not affect your rights regarding products that are defective, unsafe, incorrectly supplied, or otherwise covered by applicable UAE consumer-protection requirements.

3. Damaged, Defective, or Incorrect Products

Please inspect your order immediately after delivery.

If your order arrives damaged, defective, leaking, incomplete, or different from what you ordered, contact us as soon as possible, preferably within 24 hours of delivery.

Send the following information:

• Your order number

• A clear description of the issue

• Photographs of the shipping package

• Clear photographs or video showing the product and the defect

• An unboxing video, when available

Contact us through:

• Email: uaevape14@gmail.com

• WhatsApp: +971 58 211 2538

Please do not use, discard, repair, or return the product until our support team provides instructions.

After reviewing the evidence, we may offer an appropriate solution, including replacement, repair, store credit, or refund, depending on the product, the nature of the issue, product availability, applicable warranty terms, and UAE law.

Reporting within 24 hours helps us verify delivery-related damage. It does not remove any mandatory rights you may have under applicable law.

4. Return Process

To start a return:

1. Contact us by email or WhatsApp.

2. Provide your order details and the required photographs or video.

3. Wait for confirmation and return instructions.

4. Pack the approved item securely in its original packaging.

5. Return the item using the method provided by our support team.

Do not send a product back without approval. We cannot guarantee acceptance of unauthorized returns.

5. Change-of-Mind Returns

If you change your mind, an eligible item may be returned within 2 calendar days only when it is completely unopened, unused, sealed, and in resalable condition.

For an approved change-of-mind return:

• The customer is responsible for return-delivery costs.

• Original delivery charges are non-refundable.

• Any delivery, collection, payment-processing, or handling cost incurred by UAE Vape may be deducted from the refund where permitted.

• The product must pass inspection before a refund is approved.

6. Exchanges

Approved exchanges depend on product availability.

If the replacement item costs more than the original item, the customer must pay the difference. If it costs less, the remaining eligible amount may be refunded or issued as store credit.

Delivery or collection charges may apply to exchanges that are not caused by a defective, damaged, or incorrectly supplied product.

7. Order Cancellations

To request an order cancellation, contact us immediately:

• Email: uaevape14@gmail.com

• WhatsApp: +971 58 211 2538

An order can normally be cancelled only before it has been processed, packed, or dispatched.

Once an order has been dispatched, it cannot be cancelled. If eligible, it must follow the standard return process after delivery. Delivery and return costs may apply.

8. Refund Approval and Processing

Once an approved return is received, we will inspect the product and notify you whether the refund has been approved or rejected.

If approved:

• The refund will normally be initiated within 5 business days after inspection.

• Refunds will be issued to the original payment method whenever technically possible.

• Bank and payment-provider processing times may vary, and the refunded amount may take an additional 5–10 business days to appear.

• Cash-on-delivery refunds may be processed through an agreed bank transfer or store credit after the customer provides the necessary details securely.

• Delivery fees are non-refundable unless the order was defective, damaged during delivery, or incorrectly supplied by us.

Please contact your bank or payment provider if an approved refund does not appear after the stated processing period.

9. Failed Deliveries and Refused Orders

Customers are responsible for providing an accurate delivery address, active telephone number, and availability to receive the order.

If an order is refused, repeatedly unanswered, or cannot be delivered because of incorrect customer information, any delivery, return, or handling costs may be deducted from an eligible refund.

10. Warranty Claims

Some vape devices may include a manufacturer or supplier warranty. Warranty coverage varies by brand and product.

Warranty coverage normally does not include:

• Accidental or liquid damage

• Physical damage

• Normal wear and tear

• Damage caused by incompatible accessories

• Improper charging or storage

• Unauthorized repair or modification

• Damage caused by misuse or failure to follow instructions

Contact us with your order number and evidence of the fault so we can review the applicable warranty options.

11. Contact Us

For any return, refund, exchange, cancellation, or warranty-related question, contact UAE Vape through one of the following:

Email: uaevape14@gmail.com
WhatsApp: +971 58 211 2538

Please include your order number in every support request so we can assist you efficiently.