Refund and Returns Policy

Last Updated: June 12, 2026

About This Policy

Vaporhouse Dubai ("we", "us", "our" or "Company"), based at The Dubai Mall, Financial Centre Road, Downtown Dubai, Dubai, United Arab Emirates, runs the online shop at https://vaporhousedubai.ae/ (the "Website"). The rules below govern every order placed through the Website and describe what you are entitled to, and on what terms we handle returns, exchanges and refunds. Placing an order with us confirms that you accept them.

1. Key Deadlines

• Standard returns and exchanges: if your item is returnable (see "Products We Cannot Take Back"), a request must reach us no later than 7 days from the date it was delivered.
• Faulty, damaged or Dead on Arrival (DOA) goods: if an item or device is defective, broken, not working or "Dead on Arrival" when you unpack it, you must let us know within 24 hours of delivery, using the steps under "Faulty, Damaged and Dead on Arrival Goods". We may not be able to replace or refund anything reported later than that, as we would have no means of telling whether the fault arose during transit, was present from the factory, or was caused by handling once the order had been received.

Whatever kind of return or refund you want, begin by contacting us through the details under "How to Make a Request", quoting your order number and describing what has gone wrong.

2. Condition Requirements for Returns

Where the exclusions below permit a return, the item will only be accepted if it meets all of the following:

• It is unused, unopened and uninstalled, with all factory seals still unbroken.
• It is sent back in the original packaging, together with all accessories, manuals, warranty cards, charging cables and anything else that came in the original delivery.
• It shows no wear, damage, tampering or signs of use caused by the customer.
• It is accompanied by valid proof of purchase, for example the order number, an invoice or the order confirmation.

We treat any item that a customer has opened, activated or used, or whose seal has been broken, as used. Such items are not eligible for return or refund, except where they turn out to be faulty or Dead on Arrival under "Faulty, Damaged and Dead on Arrival Goods".

Returned goods may be inspected on arrival. If an item does not satisfy these requirements, we may refuse the return and the refund, and send the item back to the customer at the customer's own expense.

3. Products We Cannot Take Back

Health, safety and hygiene rules apply to nicotine and vaping goods. For that reason, once the packaging or seal of any item listed here has been opened, broken or used, it is strictly non-returnable and non-refundable, apart from cases of a manufacturing defect or an item that is Dead on Arrival, as covered under "Faulty, Damaged and Dead on Arrival Goods":

• E-liquids, vape juices and nicotine salts: on health and hygiene grounds, no e-liquid can be returned or refunded after the seal on its bottle has been broken or opened.
• Coils, pods and cartridges: these cannot be returned or refunded after their pack has been opened or after they have been fitted or used.
• Disposable vapes: disposables generally carry no warranty and are not returnable after activation or use. However, a disposable that is faulty, damaged or not working when it is delivered (Dead on Arrival) may still be replaced or refunded under "Faulty, Damaged and Dead on Arrival Goods", provided you tell us within 24 hours.
• Mouthpieces and drip tips: for hygiene reasons, these are not returnable once the seal is removed or they have been used.
• Any item that was plainly marked "Final Sale", "Clearance" or "Non-Returnable" at the point of purchase.

These exclusions apply regardless of why you want to return the item, including if you have simply changed your mind, unless we confirm on delivery that it is faulty, damaged or Dead on Arrival.

4. Faulty, Damaged and Dead on Arrival Goods

Record your unboxing

We strongly advise every customer to record an unboxing video and/or take clear photographs showing the sealed parcel, the outer box and the product while it is being opened. Claims of damage, defects or DOA need this kind of evidence, and having it allows us to resolve your request promptly and fairly.

What to send us

Where your item:

• is Dead on Arrival, meaning it will not power on or does not work properly;
• arrives visibly broken, cracked or damaged when you open it; or
• has a fault resulting from a manufacturing defect,

please contact us within 24 hours of delivery with:

• your order number;
• clear photographs and/or an unboxing video showing the sealed parcel, the outer box and the product or the fault; and
• a description of what is wrong.

We may reject DOA, damage or fault claims raised later than 24 hours after delivery, because at that point we cannot verify whether the issue occurred in transit, was there when the item arrived, or came about through later handling or use.

What we will offer

Once our team has verified the claim, we will provide one of the following remedies, chosen at our discretion:

• a replacement of the same product (subject to stock);
• a full refund, which includes any delivery charges you paid on that order; or
• store credit or a coupon equal to the value of the item.

For items confirmed as DOA, damaged or faulty, we cover the cost of collection, as described under "Collections and Sending Items Back".

5. Changing Your Mind

If you no longer want an item, you may request a return within 7 days of delivery, as long as it still meets the condition requirements and is not excluded above. In practice this means it must be unopened, unused, in its original packaging and with its seals intact.

For these returns, the return postage or courier cost is the customer's responsibility. We recommend a tracked service when sending anything back, as we are not liable for items that go missing or are damaged before they reach us.

When the item has arrived, been inspected and been found to meet the condition requirements, we will pay your refund or issue store credit as set out under "Receiving Your Refund".

6. Swapping an Item

We treat an exchange (for example, to a different flavour, nicotine strength, colour or model) as a return followed by a new order. The same condition requirements and exclusions described above apply, so the original item must be unused, unopened and still sealed in its original packaging.

You must ask for an exchange within 7 days of delivery. Any difference in price between the original product and the replacement will be charged to you or refunded to you, as appropriate.

7. Our Delivery Guarantee and Manufacturer Warranties

Manufacturer's warranty: many devices come with warranty information printed or labelled by the manufacturer on the product or its packaging. Any official manufacturer warranty has to be claimed according to the terms the manufacturer states on the device or packaging.

Vaporhouse Dubai store guarantee: we do not provide our own separate store warranty on devices. What we do promise is this: if a device is broken, damaged, or counterfeit/fake (not genuine) at the time it is delivered, we will either:

• replace it with a genuine, working unit; or
• refund you for that item.

This guarantee only applies to problems identified and reported on delivery, or within the deadlines given under "Faulty, Damaged and Dead on Arrival Goods" (24 hours for DOA and damage claims). It is separate from any warranty the manufacturer offers directly and does not replace it.

If a manufacturing defect shows up after the initial 24-hour/7-day periods have passed, customers should refer to the warranty information on the device and, where appropriate, approach the manufacturer directly. We are happy to offer help and guidance with this wherever possible.

8. Collections and Sending Items Back

Faulty, damaged or DOA items: where the return is due to a confirmed defect, damage or Dead on Arrival issue, we will pick the item up at no charge. Simply phone or email us using the details under "How to Make a Request" and our team will arrange collection from your location.

Change-of-mind returns: here, the cost of getting the item back to us falls on the customer. You may either ask us to arrange a collection (which may carry a fee) or bring the item to our store in person.

To organise a return or collection, contact us by phone or email. We will agree a convenient pickup time at your address or tell you how to return the item.

Return address: Vaporhouse Dubai, The Dubai Mall, Financial Centre Road, Downtown Dubai, Dubai, United Arab Emirates. Please speak to us before posting anything back, so that we can arrange collection or confirm the right procedure.

9. Receiving Your Refund

When we have received your returned item and inspected it against the condition requirements, the exclusions and the rules on faulty goods, we will let you know if the refund is approved or refused.

Ways we refund: approved refunds are paid using one of these options, as chosen by the customer (where available):

• a cash refund, either by bank transfer or, for orders originally paid by Cash on Delivery, in cash; or
• a coupon or store credit to spend on a future order on our Website.

Approved refunds are processed within a reasonable period. For cash or bank transfer refunds, please allow several business days for the funds to appear, since timing depends on your bank's processing. Coupons and store credit are usually issued straight after approval.

If you choose a cash refund by bank transfer, we may need your bank details (account holder's name, IBAN and bank name) in order to send the payment.

10. How to Make a Request

You can ask for a return, refund or exchange, or report a DOA or damaged item, through either of these channels:

• Phone: +971 54 134 1884 or +971 54 134 1884
• Email: [email protected]

Please include in your request:

• the order number;
• the delivery date;
• why you are requesting the return or refund; and
• photographs and/or an unboxing video (for DOA or damage claims).

After receiving your request, our team will review it, confirm whether it is eligible and arrange the next steps, which may include collecting the item (where required) and processing your refund, exchange or replacement.

11. Age Requirement

As stated in our Terms and Conditions, purchases on this Website are restricted to customers aged 18 years of age or older. Every return, refund and exchange remains subject to the age-verification requirements in those Terms and Conditions, available at https://vaporhousedubai.ae/terms-conditions/.

12. Changes to This Policy

We may revise, amend or update this Refund and Returns Policy at any time and without giving prior notice. Any revision will be published on this page with a new "Last Updated" date. If you keep using the Website or placing orders after a revision, you are accepting the updated policy.

13. Get in Touch

If you have a question about a refund, return, exchange or warranty claim, contact us:

Vaporhouse Dubai
The Dubai Mall, Financial Centre Road, Downtown Dubai, Dubai, United Arab Emirates

Telephone:
+971 54 134 1884
+971 54 134 1884

Email: [email protected]

Website: https://vaporhousedubai.ae/

Related policies:

• Terms and Conditions: https://vaporhousedubai.ae/terms-conditions/
• Refund and Returns Policy: https://vaporhousedubai.ae/refund_returns/