Refund Returns & Warranty Policy
Refund, Returns & Warranty Policy
Our terms for returns, refunds, exchanges, and product warranty on orders placed with Vapor Club across Dubai and the United Arab Emirates.
1Introduction
Vapor Club ("we", "us", "our") wants every order placed on vaporclub.ae to arrive correct, working, and on time. This Refund, Returns & Warranty Policy explains when a return or refund is possible, how to request one, and how device warranties are handled for customers across Dubai, Abu Dhabi, Sharjah, and all seven emirates.
This Policy should be read together with our Privacy Policy and Terms & Conditions. By placing an order with us, you agree to the terms set out below.
2Return Eligibility
Because our products are regulated nicotine and vaping goods, returns are accepted only in limited circumstances, and strictly within the timeframes below.
| Situation | Return Window |
|---|---|
| Item damaged in transit | Report within 24 hours of delivery |
| Wrong item delivered | Report within 24 hours of delivery |
| Device found defective on arrival (DOA) | Report within 48 hours of delivery |
| Change of mind | Not accepted on nicotine-containing or opened products |
To qualify for a return, the item must be unused, in its original packaging, with all seals, labels, and accessories intact, and accompanied by proof of purchase (order number or invoice).
3Non-Returnable Items
For health, hygiene, and regulatory reasons, the following items cannot be returned or exchanged once delivered, unless they are damaged or defective on arrival:
- Disposable vapes that have been opened, used, or activated
- E-liquids and pods with a broken seal
- Terea Heets, tobacco sticks, and nicotine pouches
- Coils, cartridges, and other single-use consumables
- Any item without its original packaging or missing accessories
- Sale, clearance, or bundle-discounted items, unless faulty
4Damaged, Defective or Wrong Items
If your order arrives damaged, faulty, or different from what you ordered, we will make it right at no extra cost to you.
- Contact us within the applicable window in the table above
- Share your order number along with clear photos or a short video of the item and its packaging
- Our team will verify the issue and arrange a replacement, exchange, or refund
- Do not discard the original packaging until the claim is resolved
5How to Initiate a Return
- Message us on WhatsApp or call +971 50 590 1985 with your order number
- Describe the issue and attach photos or video evidence where applicable
- Our support team will confirm eligibility and share the next steps within 24 hours
- Approved returns are collected by our courier partner or exchanged on the next available delivery run
6Refund Process & Timelines
Once a return is received and inspected, or a claim is approved without a physical return (e.g. proven DOA device), we will notify you of the outcome.
- Card payments are refunded to the original payment method through our payment gateway, typically within 5–10 business days
- Cash on Delivery orders are refunded as store credit or via bank transfer, as agreed with our support team
- Delivery charges are refunded only where the return is due to our error (wrong or damaged item)
7Exchanges
Exchanges are available for wrong or defective items, subject to stock availability. If the requested replacement is unavailable, we will offer a refund or store credit instead. Exchanges for a different flavor or model due to personal preference are not accepted once an item has been opened.
8Device Warranty (IQOS & Hardware)
Reusable hardware devices, such as IQOS heating devices, are covered by the manufacturer's warranty against manufacturing defects under normal use.
| Coverage | Not Covered |
|---|---|
| Manufacturing defects under normal use | Physical damage, drops, or water damage |
| Charging or heating malfunction from the factory | Damage from unauthorized repair or modification |
| Battery not holding charge (early failure) | Normal wear and tear over time |
To make a warranty claim, contact us with your order number, a description of the fault, and photos or a short video. Verified warranty claims are resolved by repair, replacement, or store credit, in line with the manufacturer's terms.
9Cash on Delivery Refunds
Since no card data is collected on Cash on Delivery orders, approved refunds for COD purchases are issued as store credit for a future order, or via bank transfer to an account held in the customer's name, at our discretion.
10Order Cancellations
Orders can be cancelled free of charge before they are dispatched. Once an order has left our fulfilment center for delivery, it can no longer be cancelled and will instead follow the return process above upon delivery, where eligible.
12Changes to This Policy
We may update this Refund, Returns & Warranty Policy from time to time to reflect changes in our practices or UAE legal requirements. The updated version will be posted on this page with a revised "Last Updated" date.
13Frequently Asked Questions
14Contact Us
For any return, refund, or warranty request, reach out to us directly: