Vaping hardware and sealed nicotine products carry restrictions that ordinary retail goods do not. This page sets out plainly what we will and will not accept back, so there are no surprises after you order.
The short version
We replace or refund items that arrive damaged, faulty or incorrect. We do not accept change-of-mind returns on nicotine products, e-liquids or disposable vapes, because once these leave our custody we cannot verify that they have been stored or handled safely, and we will not resell them to another customer.
What we accept
- Items damaged in transit — a cracked device, a leaking pod, a crushed box.
- Dead on arrival hardware — a device that will not charge or fire out of the box.
- Wrong item sent — a different product, flavour, nicotine strength or colour from what you ordered.
- Missing items — something on your order that was not in the bag.
What we cannot accept
- Opened or used e-liquids, pods, cartridges or disposable vapes.
- Change of mind, wrong flavour chosen, or a device you decided you did not like after trying it.
- Devices damaged by misuse, drops, water, unauthorised charging equipment or third-party coils.
- Coils and pods that have expired through normal use — these are consumables.
- Items reported to us more than 24 hours after delivery.
How to report a problem
Check your order before the driver leaves. If something is wrong:
- Tell the driver immediately if you spot the problem at the door. The simplest outcome is that the item goes straight back with them.
- Message us on WhatsApp within 24 hours of delivery at +971 56 389 8101.
- Send photos or a short video of the item, the fault and the packaging. This is the fastest route to a resolution and we will usually not need the item back before approving it.
- Keep the item and its packaging until we have confirmed the outcome.
We aim to respond to every report on the same day, within our operating hours of 10:00 to 23:00.
Replacement, refund or credit
Once a report is approved you choose one of:
- Replacement — we send the same item on the next available delivery run, at no charge. This is usually the fastest option.
- Refund — we return the amount you paid for the affected item, including any delivery charge if the whole order was affected.
- Store credit — applied against your next order.
Because payment is taken on delivery rather than in advance, most refunds are settled in cash by the driver at the time of collection or on the next delivery. Where a refund is made by bank transfer, we process it within 3 working days of approving your report.
Cancelling an order
You can cancel free of charge at any point before the driver is dispatched — just reply on the WhatsApp thread we use to confirm your order. Once a driver has left with your order it can no longer be cancelled, but you are entitled to refuse it at the door and no charge will be made.
Your statutory rights
Nothing on this page limits your rights under UAE consumer protection law. Federal Law No. 15 of 2020 on Consumer Protection gives consumers in the UAE the right to a replacement, repair or refund for goods that are defective or do not match their description. You can read more about consumer rights in the UAE on the official UAE Government portal, or contact the Ministry of Economy consumer protection service directly.
Questions
WhatsApp +971 56 389 8101, 10:00 to 23:00 daily. See also our Shipping & Delivery Policy and FAQ.
Last reviewed: 14 August 2026.