Return & Refund Policy

At VAP DXB, we focus on providing a dependable shopping experience for customers across Dubai and the UAE. Every order is carefully processed, checked, and packed before delivery. However, in rare situations, issues such as damage during shipping or incorrect items may occur.

When that happens, we are here to resolve the issue quickly and clearly. We always aim to provide practical solutions that minimize inconvenience and help you get the correct product without unnecessary delays.

Returns

Defective or Damaged Products

If your product arrives damaged, faulty, or not functioning as expected, please contact us within 10 hours of receiving your order.

To help us resolve the issue faster, we recommend that you:

• Check your order immediately upon delivery

• Take clear photos of any visible damage
• Avoid using the product if it appears defective.

Once you contact us, our support team will review your request. If the issue is confirmed, we will guide you through the return process step by step. After verification, we will offer either a replacement product or a refund, depending on availability and your preference.

We aim to make this process as smooth as possible so you can continue your experience without disruption.

Incorrect Orders

If you receive a product that does not match your order, please notify us within 10 hours of delivery.

Mistakes are rare, but if they happen, we take full responsibility for correcting them. Once we confirm the issue, we will:

• Arrange for the correct item to be shipped
• Provide instructions for returning the incorrect product (if required)

Our goal is to fix the issue quickly, so you receive exactly what you ordered.

Return Conditions

To ensure fairness and product safety, all returns must meet the following conditions:

• The item must be in its original packaging

• All accessories, manuals, and included components must be returned
• The product must be unused, unopened, and unaltered
• The item must remain in the same condition as when delivered

Because vape products are personal-use items, we must follow strict guidelines to ensure customer safety.

If you are unsure whether your product qualifies for return, we recommend contacting our support team before sending it back.

How to Request a Return

We have designed a simple step-by-step process to help you request a return without confusion.

Step 1: Contact Our Support Team

Email us at support@vapdxb.ae with the following details:

• Your order number
• A clear explanation of the issue
• Photos or videos (if the item is damaged or incorrect)

Providing complete information helps us process your request faster.

Step 2: Request Review & Approval

Once we receive your request, our team will review it carefully. If your return is approved, we will issue a Return Authorization (RA) number.

This number is required to process your return, so please do not send any items back without approval.

Step 3: Return Shipping

After approval, you will receive instructions on how to return the product.

Customers are responsible for return shipping costs. We recommend using a reliable and trackable shipping service to ensure safe delivery. This helps avoid delays or lost packages.

Step 4: Product Inspection

Once we receive the returned item, our team will inspect it to ensure it meets the return conditions.

If everything is in order, we will proceed with your refund or replacement.

Refunds

Processing Time

Refunds are processed within 1 business day after the returned product has been received and approved.

We understand that timely refunds are important, so we aim to complete this step as quickly as possible.

Refund Method

All refunds are issued to the original payment method used during checkout. Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

Replacements

In many cases, customers prefer a replacement instead of a refund. If the product is available, we will arrange a replacement as soon as possible after approval. We always aim to minimize waiting time so you can continue using your product without long delays.

Important Timeframe Policy

To ensure fair processing, all issues must be reported within 10 hours of delivery. Requests submitted after this timeframe may not be accepted. This policy helps us:

• Verify product condition accurately
• Prevent misuse of return requests
• Maintain fair service for all customers

We recommend checking your order immediately after delivery to avoid missing this window.

Order Responsibility

Once your order is delivered successfully, it becomes the customer’s responsibility to:

• Inspect the product
• Store it properly
• Use it according to instructions

We are unable to accept returns for issues caused after delivery, such as accidental damage or misuse.

Our Approach to Customer Support

We believe that good support is just as important as good products. That is why we focus on:

• Clear communication
• Fast response times
• Practical solutions
• Fair decision-making

We always try to resolve issues in a way that feels reasonable and helpful to both sides.