Returns & Refunds Policy

Last Updated: November 12, 2025

At smokeshop.ae, your satisfaction is our top priority. This policy outlines the rules for returns and complaints regarding products purchased from us. Our policy covers two main areas:

  1. Returns for unopened products (Change of Mind).
  2. Claims for defective or incorrect products (Warranty).

1. Change-of-Mind Returns

We offer a 14-day return window for any items you wish to return, starting from the day you receive your product.

IMPORTANT: Exception for Hygienic Products

Due to health and hygiene regulations, disposable vapes are classified as hygienic products. This means we can only accept a “change-of-mind” return if the product is in its original, unopened, and factory-sealed packaging.

If you have opened the product packaging, it is no longer eligible for a return under this section.

Return Procedure (Unopened Items):

  • You must first inform us of your decision by sending an email to: [email protected]
  • Once confirmed, you may send the product back to us. The customer is responsible for all return shipping costs.
  • Once we receive and inspect the sealed item, a refund will be processed to your original payment method within 5-10 business days.

2. Complaints (Defective or Incorrect Products)

If you receive a product that is faulty, does not work, or is not the item you ordered, you have the right to file a claim.

What qualifies for a claim?

  • Dead on Arrival (DOA): The device does not work at all upon first removal from its packaging (e.G., it does not fire, the light blinks immediately).
  • Significant Leaking: The device is leaking noticeably at the time of receipt.
  • Wrong Item: You received a different flavor, brand, or product than what you ordered.

(Note: Not liking a flavor does not qualify as a defect.)

Claims Procedure:

  • You must contact us at [email protected] immediately (or within 48 hours of receiving your order) to be eligible for a claim.
  • In your email, please provide your order number, a clear description of the issue, and (mandatory) clear photos or a short video showing the defect.
    • For DOA claims, a video showing the device failing to fire is required.
    • For “Wrong Item” claims, a photo of the incorrect item you received is required.
  • Our team will review the claim. If approved, we will either send you a replacement product or issue a full refund.

3. Return Address

Please do not send any items back to us unless instructed to do so by our customer service team. We will provide the correct return address once your return or claim is approved.

4. Contact Us

For any questions about our Returns & Refunds Policy, please contact us at:

E-mail: [email protected]