Return & Refund Policy

Last Updated: August 31, 2026

Welcome to DubaiVapeHouse.

This Return & Refund Policy explains the conditions under which customers may request a return, replacement, exchange, or refund for products purchased through the DubaiVapeHouse website.

By placing an order with DubaiVapeHouse, you acknowledge and agree to the terms outlined in this policy.

1. General Return Policy

DubaiVapeHouse aims to provide customers with genuine, accurately described, and properly packaged products.

Because many of our products are vaping, nicotine, electronic, consumable, and hygiene-sensitive items, returns are subject to specific eligibility requirements.

Not all products are eligible for return after delivery.

Customers should inspect their order promptly upon receipt and contact our support team as soon as possible if there is an issue.

2. Eligibility for Returns

A return request may be considered where:

• The wrong product was delivered.
• The product arrived visibly damaged.
• The product is defective upon arrival, subject to verification.
• The product received does not reasonably match the product ordered.
• DubaiVapeHouse specifically confirms that the item is eligible for return.

To be considered for a return, the product should generally be:

• Unused and unopened.
• In its original packaging.
• In a resalable condition.
• Accompanied by the relevant order information.
• Free from customer-caused damage, modification, or misuse.

Return eligibility may vary depending on the type of product and the circumstances of the request.

3. Non-Returnable Products

For hygiene, safety, health, and product-integrity reasons, certain products may not be eligible for return once they have been opened, activated, used, filled, damaged, or otherwise handled after delivery.

This may include, where applicable:

• Opened or used vaping devices.
• Activated disposable vape products.
• Opened e-liquids or nicotine-containing products.
• Used coils, pods, cartridges, or similar consumable components.
• Products with broken or removed safety seals.
• Products damaged after delivery due to misuse or improper handling.
• Products that cannot reasonably be resold for hygiene or safety reasons.

If you are unsure whether a product is eligible for return, please contact our support team before opening or using the product.

4. Incorrect Items

If you receive a product that is different from the product you ordered, please contact DubaiVapeHouse as soon as possible.

To help us investigate the issue, please provide:

• Your order number.
• A clear photograph of the item received.
• A photograph of the product packaging and shipping label, where applicable.
• Details explaining the difference between the item received and the item ordered.

After reviewing the information, DubaiVapeHouse may offer an appropriate resolution, which may include a replacement, exchange, or refund, subject to availability and applicable law.

5. Damaged Products

If your order arrives visibly damaged, please notify us promptly after delivery.

Where possible, please provide photographs showing:

• The damaged product.
• The product packaging.
• The outer delivery package.
• Any visible damage to the shipping box or packaging.
• Your order number.

DubaiVapeHouse will review the submitted information and determine the appropriate resolution.

Where the damage occurred during delivery or the product was received defective, we may, subject to verification, arrange a replacement, exchange, or applicable refund.

6. Defective Products

If a product appears to be defective, please contact our support team before attempting to repair, modify, disassemble, or otherwise alter the product.

The product may need to be inspected or additional information may be requested to determine whether the issue is a genuine manufacturing defect.

A product will not normally be considered defective where the issue results from:

• Incorrect use.
• Failure to follow manufacturer instructions.
• Physical damage after delivery.
• Unauthorized modification or repair.
• Normal wear and tear.
• Improper storage.
• Liquid leakage or damage caused by misuse.
• Use of a product for a purpose for which it was not designed.

Any warranty or manufacturer-specific coverage will be subject to the applicable manufacturer's terms.

7. Opened or Used Products

Due to hygiene, safety, and product-integrity considerations, DubaiVapeHouse generally cannot accept returns of products that have been opened, activated, used, filled, modified, or otherwise altered after delivery unless the return is specifically approved by DubaiVapeHouse or required by applicable law.

Customers should therefore inspect products and packaging before opening or activating them.

If you believe an unopened product has an issue, please contact us before using it.

8. Return Request Process

To request a return or report a product issue, please contact DubaiVapeHouse using the contact details provided below.

Please include:

• Full name.
• Order number.
• Date of purchase.
• Product name.
• Description of the issue.
• Clear photographs or videos where relevant.
• Any other information requested by our support team.

Our team will review the request and advise you whether the product is eligible for return and what steps should be followed.

Do not send products back without receiving return instructions from DubaiVapeHouse.

9. Return Shipping

Where a return is approved, responsibility for return delivery costs will depend on the reason for the return and the circumstances of the case.

Where permitted and appropriate, DubaiVapeHouse may cover or reimburse reasonable return delivery costs when the incorrect or defective product was supplied by us.

If the return is caused by customer preference, incorrect information supplied by the customer, or another customer-related reason, the customer may be responsible for applicable return or delivery costs.

Return shipping arrangements must be approved by DubaiVapeHouse before the product is sent back.

10. Refunds

Where a refund is approved, DubaiVapeHouse will process the applicable refund after the return has been reviewed and accepted, where a physical return is required.

The amount refunded may depend on:

• The reason for the return.
• The condition of the returned product.
• The original amount paid.
• Applicable delivery charges.
• Any applicable deductions permitted by law or agreed terms.

Refunds will generally be made using the original payment method where reasonably possible.

Processing times may vary depending on the payment provider, bank, or financial institution.

11. Refunds for Cancelled Orders

If DubaiVapeHouse cancels an order after payment has been successfully received, any applicable refund will be processed in accordance with this Return & Refund Policy and applicable law.

Orders may be cancelled for reasons including:

• Age-verification failure.
• Product unavailability.
• Incorrect pricing or listing information.
• Compliance or legal requirements.
• Suspected fraudulent activity.
• Delivery restrictions.
• Other legitimate operational or compliance reasons.

12. Exchanges and Replacements

Where an incorrect, damaged, or verified defective product is supplied, DubaiVapeHouse may, depending on availability and circumstances, offer:

• A replacement of the same product.
• An alternative product of equivalent value where appropriate.
• An exchange.
• A refund.

The final resolution will depend on the nature of the issue, product availability, and applicable law.

13. Products Damaged After Delivery

DubaiVapeHouse is not generally responsible for damage caused to products after successful delivery where the damage results from:

• Improper handling.
• Accidental damage.
• Water or liquid damage.
• Incorrect storage.
• Unauthorized modification.
• Physical alteration.
• Failure to follow manufacturer instructions.
• Misuse or negligence.

Customers are responsible for using and storing products according to the manufacturer's instructions and applicable safety requirements.

14. Failed Delivery and Uncollected Orders

If an order cannot be delivered because of:

• An incorrect or incomplete delivery address.
• Customer unavailability.
• Refusal to accept the delivery.
• Failure to provide required age verification.
• Failure to provide requested identification.
• Other customer-related delivery issues.

additional delivery charges may apply where legally permitted.

Repeated failed delivery attempts may result in order cancellation.

Any refund applicable to a cancelled order will be assessed according to the circumstances of the cancellation and applicable law.

15. Age Verification

DubaiVapeHouse sells age-restricted products only to customers who are legally eligible to purchase them.

Customers may be required to provide valid identification during order processing or delivery.

If required age verification cannot be completed, DubaiVapeHouse reserves the right to cancel or refuse the order.

Where an order is cancelled because the required age verification cannot be completed, any applicable refund will be handled in accordance with this policy and applicable law.

16. Promotional and Sale Items

Products purchased during promotions, flash sales, discounts, or special offers may be subject to specific return conditions communicated at the time of purchase.

Nothing in this section is intended to remove any rights that cannot legally be excluded under applicable UAE law.

17. Product Packaging

Product packaging, labels, colours, designs, and manufacturer presentation may change from time to time.

Minor differences between website images and the packaging received do not necessarily constitute a valid reason for return where the correct product has been supplied.

If you believe the product itself is materially different from what was ordered, please contact our support team for review.

18. Customer Responsibility

Customers are responsible for checking their order promptly after delivery.

Before opening or using a product, customers should verify:

• The product name.
• Product type and specification.
• Quantity.
• Packaging condition.
• Any visible signs of damage.

Customers should not use or modify a product if they believe it may be incorrect or defective. Contact our support team first so the issue can be assessed.

19. Fraudulent or Abusive Return Requests

DubaiVapeHouse reserves the right to investigate suspicious, fraudulent, or abusive return and refund requests.

We may refuse a return, replacement, exchange, or refund where there is evidence of:

• Fraudulent activity.
• Product tampering.
• False claims.
• Customer-caused damage.
• Repeated abuse of the return process.
• Unauthorized use or modification of the product.

This does not affect any rights that customers may have under applicable UAE law.

20. Processing Time

We aim to review return and refund requests as promptly as reasonably possible.

The time required may depend on:

• The complexity of the issue.
• Whether photographs or additional information are required.
• Whether the product needs to be returned for inspection.
• Product availability.
• Payment-provider processing times.
• Courier or delivery circumstances.

Customers will be informed of the next steps after their request has been reviewed.

21. Consumer Rights

This Return & Refund Policy is intended to operate in accordance with applicable laws and regulations of the United Arab Emirates.

Nothing in this policy is intended to exclude, restrict, or replace any consumer rights that cannot legally be excluded or restricted under applicable UAE law.

Where applicable law provides a customer with rights that differ from this policy, the applicable legal requirements will prevail.

22. Changes to This Return Policy

DubaiVapeHouse reserves the right to update or modify this Return & Refund Policy from time to time.

Any changes will become effective when the updated policy is published on this page, unless otherwise stated.

Customers are encouraged to review this page periodically for the latest information.

23. Contact Us

If you have questions about a return, refund, replacement, exchange, damaged item, or defective product, please contact DubaiVapeHouse.

DubaiVapeHouse

Address: Sheikh Zayed Rd - Trade Centre - Trade Centre 1 - Dubai, UAE

Phone: +971 55 981 0402

Email: dubaivapehouse2026@gmail.com

Final Notice

Before opening, activating, or using a product, customers should inspect their order and confirm that the product received is correct and undamaged.

If you experience a problem with your order, please contact DubaiVapeHouse promptly with your order details and supporting photographs or information.

All returns, replacements, exchanges, and refunds are subject to this policy, the applicable product conditions, and the laws and regulations of the United Arab Emirates.