Returns & Refund Policy — Emirates Vapor UAE

Returns, Refunds & Replacement Policy — Emirates Vapor

Emirates Vapor wants every customer to shop with complete confidence. This policy explains exactly when and how you can return a product, claim a refund, or receive a replacement for a defective or incorrectly delivered item. Policy last updated: August 2026.

At a glance: 7-day returns on unopened products  ·  48-hour replacement for damaged or wrong items  ·  30-day hardware warranty  ·  Refunds in 3–5 business days  ·  WhatsApp: +971 566 242 201

Who This Policy Applies To

This policy applies to all customers who purchase products from Emirates Vapor via our website emiratesvapor.ae, via WhatsApp order, or via any other channel operated by Emirates Vapor (a UAE-registered vape retailer). Products sold through third-party marketplaces or resellers are not covered by this policy.

Return Eligibility — 7-Day Window

Products eligible for return

You may request a return within 7 calendar days of the delivery date for products that meet ALL of the following conditions:

  • The product is completely unused — never activated, charged, filled, or inhaled from
  • The factory seal and original manufacturer packaging are fully intact
  • All included accessories, quick-start guides, and manufacturer inserts are present
  • You provide your order number or order confirmation as proof of purchase
  • The request is submitted within 7 days of the delivery date shown in your order notification

Products not eligible for return

For hygiene, safety, and UAE regulatory compliance reasons, the following products cannot be returned once opened or used:

  • Disposable vapes — once removed from packaging and used, even partially
  • E-liquids — salt nic, freebase, or shortfill bottles with broken or removed seals
  • Coils and pods — once installed, primed, or used
  • Pod systems and hardware — once filled, charged, or showing any signs of use
  • Nicotine pouches — once the can is opened
  • Products outside the 7-day window
  • Change-of-mind returns for flavour, nicotine strength, or personal preference

Damaged, Defective & Wrong Items

Dead on arrival (DOA)

A product is considered dead on arrival (DOA) if it is non-functional when first used from a factory-sealed package. Contact us within 48 hours of delivery with your order number and a video demonstrating the issue. We will arrange a free replacement delivery or full refund. No return shipping required for DOA claims.

Manufacturing defects — 30-day coverage

Pod systems and hardware that develop a fault caused by a manufacturing defect within 30 days of purchase qualify for a free replacement or refund. Qualifying defects include: device fails to power on from new, battery does not hold charge after first cycle, screen malfunction, coil failure on the first included coil, leaking pod system with sealed pods.

Not covered: physical damage from impact or dropping, water damage, incompatible chargers, using non-recommended e-liquids, and general wear and tear.

Disposable vapes — specific conditions

  • A sealed disposable that produces zero vapour on the very first use is considered DOA — contact us within 24 hours with a short video. We replace immediately.
  • A disposable that stops functioning within the first 20% of its stated puff count may qualify for a partial replacement claim at our discretion
  • Reduced flavour intensity or throat hit changes after extended use are normal and are not defects

Wrong item delivered

If you receive a product different from what you ordered, contact us within 48 hours with your order number and photos. We arrange a free replacement and free collection of the wrong item. You pay nothing additional.

How to Submit a Return or Replacement Request

Step 1 — Contact us within the applicable window

Message us on WhatsApp (+971566242201) or email support@emiratesvapor.ae. Include: your order number, product name, description of the issue, and photos or a short video. Do not discard original packaging.

Step 2 — Assessment (within 4 business hours)

Our returns team reviews your request and may ask follow-up questions. We respond within 4 business hours during operating hours (9 AM–11 PM, 7 days a week).

Step 3 — Collection or drop-off

For approved defective items and wrong deliveries: we arrange free courier collection. For voluntary returns: a flat AED 15 return shipping fee applies (deducted from your refund).

Step 4 — Inspection and resolution

Once we receive and inspect the returned item, we dispatch your replacement or process your refund within 2 business days.

Refunds — Methods and Timelines

  • Cash on delivery orders — Refunded to your UAE bank account (IBAN). Processed within 3–5 business days of approval.
  • Card payments (Visa/Mastercard) — Refunded to the original card. 5–7 business days.
  • Apple Pay / Google Pay — Refunded to the original payment method. 5–7 business days.

A AED 15 handling fee is deducted from refunds for voluntary returns on orders that originally qualified for free delivery. No fee for defective item refunds, DOA claims, or wrong item deliveries.

Authenticity Guarantee

Emirates Vapor sources exclusively from UAE-authorised brand distributors. If you believe a product you received does not pass the manufacturer's official authenticity verification, contact us immediately with photos of the packaging and the verification result. If we cannot confirm authenticity, we issue a full refund with no return required and investigate with our supplier.

Contact Us

  • WhatsApp: +971 566 242 201
  • Email: support@emiratesvapor.ae
  • Hours: 9 AM – 11 PM daily, including weekends and public holidays (UAE time)

Always include your order number in your first message for the fastest resolution.