Support Policy

Last Updated: August 31, 2026

Welcome to DubaiVapeHouse.

Our Support Policy explains how customers can contact us for assistance with orders, products, deliveries, payments, returns, refunds, account-related matters, and other website-related questions.

We aim to provide helpful, professional, and timely customer support while ensuring that all orders and services comply with applicable laws and regulations in the United Arab Emirates.

1. Our Customer Support

DubaiVapeHouse is committed to assisting eligible adult customers before, during, and after their purchases.

Our support team can assist with matters including:

• Product and order information.
• Order status and tracking.
• Delivery-related questions.
• Incorrect or damaged products.
• Return and refund requests.
• Product availability.
• Payment-related questions.
• Account and login issues.
• General website assistance.
• Questions regarding our policies and procedures.

2. How to Contact Us

Customers can contact DubaiVapeHouse using the following details:

DubaiVapeHouse

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

Phone: +971 55 981 0402

Email: dubaivapehouse2026@gmail.com

When contacting us regarding an order, please provide your order number whenever possible so that our team can locate your order and assist you more efficiently.

3. Support Hours

Our support availability may vary depending on operational requirements, public holidays, and other circumstances.

We aim to respond to customer enquiries as promptly as reasonably possible.

Messages received outside normal support availability may be answered on the next available business period.

Response times are estimates and are not guaranteed.

4. Order Support

If you need assistance with an order, please provide:

• Order number.
• Customer name.
• Contact information associated with the order.
• Product name or details.
• Description of the issue.

Our team may request additional information where necessary to verify the order and determine the appropriate solution.

5. Order Status and Tracking

Customers may contact our support team to request information regarding the status of an order.

Delivery times may vary depending on:

• Customer location.
• Product availability.
• Order verification.
• Courier availability.
• Traffic and weather conditions.
• Public holidays.
• Other operational circumstances.

Any estimated delivery time provided by DubaiVapeHouse or a delivery partner is an estimate unless expressly stated otherwise.

6. Delivery Assistance

If your order has not arrived within the expected delivery period, please contact our support team.

We may request:

• Your order number.
• Delivery address.
• Contact telephone number.
• Tracking information, where available.
• Any delivery messages received from the courier.

We will review the available information and assist with the next appropriate steps.

7. Age Verification Support

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

Customers may be required to provide valid identification or other age-verification information during order processing or delivery.

Our support team cannot bypass or override mandatory age-verification requirements.

If an order cannot be completed because the required age verification is unavailable or unsuccessful, DubaiVapeHouse may cancel or refuse the order in accordance with applicable law and company policy.

8. Product Assistance

Customers may contact our support team with general questions about products listed on our website.

Where appropriate, we may provide information based on:

• Manufacturer-provided product information.
• Product specifications.
• Product descriptions published on our website.
• Available product documentation.

Customers should always read and follow the manufacturer's instructions and safety information before using a product.

DubaiVapeHouse does not provide medical advice or diagnosis.

9. Product Safety

Nicotine is an addictive substance, and vaping and nicotine products are not risk-free.

Customers should use products responsibly and according to manufacturer instructions and applicable UAE laws and regulations.

Keep vaping and nicotine products away from children and individuals who are not legally permitted to use them.

If you have health-related concerns regarding nicotine or vaping, please seek advice from an appropriately qualified healthcare professional.

10. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact our support team promptly.

To help us investigate the issue, please provide:

• Order number.
• Clear photographs of the product.
• Photographs of the packaging, where applicable.
• Photographs of the shipping package if it was damaged.
• A description of the issue.

Our team will review the information and provide guidance in accordance with our Return & Refund Policy and applicable law.

11. Returns and Refund Support

If you would like to request a return or refund, please contact our support team before sending any product back.

Our team may ask for information or photographs to determine whether the product is eligible.

Returns and refunds are subject to the Return & Refund Policy.

Certain products may not be eligible for return once they have been opened, activated, used, filled, modified, or otherwise handled due to hygiene, safety, and product-integrity considerations.

12. Payment Support

If you experience an issue during checkout or payment, please contact our support team.

Please provide:

• Order number, if an order was created.
• Payment method used.
• Description of the payment issue.
• Any relevant payment confirmation or transaction information.

For security reasons, customers should never send passwords, PINs, full card numbers, CVV/security codes, or other sensitive payment credentials to our support team.

13. Account Support

If you experience problems with your DubaiVapeHouse account, such as login or registration issues, contact our support team for assistance.

Customers are responsible for keeping their account credentials secure.

Do not share your password with anyone.

DubaiVapeHouse will never require customers to disclose their account password through ordinary customer support communications.

14. Privacy and Personal Information

We take reasonable steps to protect customer information.

When contacting support, please provide only the information necessary for us to investigate and resolve your request.

Our handling of personal information is also governed by our Privacy Policy.

Customers should not send unnecessary sensitive personal information through email, messaging services, or other support channels.

15. Website Support

Customers may contact us if they experience technical or functional issues while using the DubaiVapeHouse website.

Examples include:

• Problems creating an account.
• Difficulty logging in.
• Checkout problems.
• Product-page issues.
• Broken links.
• Problems placing an order.
• Problems accessing order information.

When reporting a technical issue, screenshots and a description of the problem may help our team investigate it more efficiently.

16. Product Availability

Product availability can change without notice.

If a product becomes unavailable after an order is placed, DubaiVapeHouse may contact the customer regarding available options.

Depending on the circumstances, an order may be adjusted, cancelled, or refunded in accordance with our policies and applicable law.

17. Communication Standards

We aim to treat all customers with professionalism and respect.

We expect customers communicating with our support team to behave respectfully.

We do not tolerate:

• Threatening behaviour.
• Abusive or offensive language.
• Harassment.
• Fraudulent claims.
• Attempts to obtain products through deception.
• Repeated abusive contact.

Where necessary, DubaiVapeHouse may restrict or discontinue support communications involving abusive or unlawful behaviour, while continuing to comply with applicable legal obligations.

18. Support Limitations

Our support team can provide assistance regarding DubaiVapeHouse products, orders, website services, and policies.

However, our support team cannot:

• Provide medical diagnosis or treatment.
• Guarantee that a product is suitable for a particular medical condition.
• Override legal age-verification requirements.
• Guarantee courier delivery times.
• Guarantee product availability.
• Bypass payment-provider security procedures.
• Provide professional legal or medical advice.

For medical, legal, or other professional matters, customers should consult an appropriately qualified professional.

19. Manufacturer Support

Some products sold by DubaiVapeHouse are manufactured by third-party brands.

Where an issue is covered by a manufacturer's warranty or support program, DubaiVapeHouse may assist customers with the appropriate process where possible.

Manufacturer warranties may have separate terms, conditions, exclusions, and eligibility requirements.

20. Escalation of Support Requests

If a customer is not satisfied with the initial response to a support request, they may contact us again and provide additional information or clarification.

We will review the matter based on the available information and applicable policies.

Where appropriate, a support request may be escalated internally for further review.

21. Fraud and Security

DubaiVapeHouse may investigate activity that appears fraudulent, suspicious, unauthorized, or unlawful.

Customers should contact us immediately if they believe:

• Their account has been accessed without authorization.
• Their order information is incorrect.
• Someone has used their account without permission.
• They have received suspicious communications claiming to represent DubaiVapeHouse.

For your security, do not provide passwords, one-time authentication codes, payment card security codes, or other confidential credentials to anyone claiming to be a DubaiVapeHouse representative.

22. Policy Compliance

Our support team operates in accordance with DubaiVapeHouse policies, including:

• Terms & Conditions.
• Return & Refund Policy.
• Privacy Policy.
• Applicable UAE laws and regulations.

Where there is a conflict between an internal policy and a mandatory requirement of applicable UAE law, the applicable legal requirement will prevail.

23. Changes to This Support Policy

DubaiVapeHouse reserves the right to update or modify this Support 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.

24. Contact Us

For customer support, please contact:

DubaiVapeHouse

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

Phone: +971 55 981 0402

Email: dubaivapehouse2026@gmail.com

Final Notice

DubaiVapeHouse aims to provide reliable and professional support to eligible adult customers.

For the fastest assistance, please include your order number and a clear description of your request when contacting our support team.

We appreciate your cooperation and look forward to assisting you.