Refund and Returns Policy

At VapeCityDXB, we value your trust and strive to deliver quality vape products with the best possible experience. Our cancellation, return, and refund policy is designed to ensure transparency, fairness, and customer satisfaction.

3-Day Replacement Guarantee

We offer a 3 Days Replacement Guarantee for physical products sold through vapecitydxb.com, excluding unsealed boxes or opened packages.

Replacement Conditions:

  • Replacement requests must be made within 24 hours of receiving the delivery.

  • Items must be unused and returned in original condition with packaging intact.

  • Replacement is subject to product availability.

REQUIREMENTS FOR A VALID RETURN:

To initiate a return request, the following conditions must be met:

  • Valid proof of purchase (Order number, Invoice, etc.)

  • Reason for return must be valid (See below for valid reasons).

  • If any item is missing, broken, or incorrect, you must immediately report it to the delivery agent and refuse the package. Claims made after accepting the package will not be accepted.

VALID REASONS FOR RETURN:

  • Wrong product delivered

  • Damaged or defective item received

  • Missing parts or accessories

  • Misleading or incorrect product information on the website

PRODUCTS THAT CANNOT BE RETURNED:

To ensure hygiene and compliance, we do not accept returns for the following:

  • Used vape devices or coils

  • Opened or used e-liquids

  • Personal care items (e.g., mouthpieces, hygiene kits)

  • Items damaged by the customer after delivery

  • Any product missing original packaging or accessories

INSTALLATION OR SETUP TERMS (IF APPLICABLE):

If any product requires installation or setup support, we will provide service within s3 working days from the date of delivery. Once delivered and installed, returns will not be accepted.

CANCELLATION POLICY:

Orders can be canceled under the following conditions:

  • Product unavailability at warehouse or supplier.

  • Order canceled within 12 hours of placement (before dispatch).

Refunds for canceled orders:

  • If the product is unavailable, a full refund will be issued within 3-10 working days.

  • If an online payment was made and the customer cancels after confirmation, a payment gateway fee may be deducted.

  • Orders requiring advance payment may be canceled if payment is not made within the expected time.

RETURN / REFUND MAY NOT APPLY IN THESE CASES:

  • Damage due to misuse or negligence by the customer

  • Consumables that have been used or tampered

  • Products with missing serial/UPC numbers

  • Return without all original components, packaging, or labels

  • Damage not covered by manufacturer warranty

NOTE

  • Replacement is subject to stock availability.

  • Refunds (if applicable) will be processed using the same payment method used during the purchase.

  • Any abuse of the return policy may lead to account suspension.

We reserve the right to update this policy at any time. For any assistance, please contact our support team via email or WhatsApp.