Our products are sealed and contain nicotine, so returns are limited for health and safety reasons. This page explains what is covered.
Damaged, faulty or wrong items
If your order arrives damaged, faulty or different from what you ordered, contact us within 24 hours of delivery with:
- your order number,
- a short description of the problem,
- clear photos of the product and its packaging.
Once we confirm the problem, we replace the item or refund you at no cost.
What we cannot take back
- Devices or boxes that have been opened or used, or whose seal is broken.
- Products damaged by misuse after delivery.
- Orders where the age check (18+) could not be completed.
How refunds work
- Paid by card at the door: the refund goes back to the same card.
- Paid in cash: we refund by a method we agree with you, such as a transfer to your UAE bank account.
Approved refunds are normally processed within 7 to 10 business days. Your bank may take longer to show the money.
Replacements and cancelled orders
If you prefer a replacement, we send it with the next available delivery. If we cancel an order, for example because an item is out of stock, anything you have already paid is refunded as described above.
How to ask for a return or refund
Message us on WhatsApp at +971 52 590 5493 with your order number and the details. This policy does not affect your rights under UAE consumer protection law.
Questions and answers
Can I return an opened vape?
No. For hygiene and safety we cannot take back a device that has been opened or used, unless it arrived faulty and you tell us within 24 hours of delivery.
What if my Al Fakher vape is faulty on arrival?
Contact us within 24 hours of delivery with your order number and photos. Once we confirm the fault, we replace it or refund you at no cost.
How long do refunds take?
Approved refunds are normally processed within 7 to 10 business days.