Refund and Returns Policy

At Vape City Dubai (vapcity.ae), we want you to be completely satisfied with your purchase. We understand that sometimes products may not meet your expectations, which is why we offer a fair and transparent returns policy.

30-Day Return Policy

We accept returns on all vape products within 30 days of purchase, provided they meet our return conditions.

Return Conditions

To be eligible for a refund or return, your item must meet the following requirements:

✅ Unused and unopened – Products must be in their original, unused condition
✅ Factory sealed – All packaging and seals must remain intact and unbroken
✅ Original packaging – Items must be returned in original packaging with all accessories
✅ Proof of purchase – Valid receipt or order confirmation required
✅ Within 30 days – Return request must be initiated within 30 days of purchase date

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

❌ Opened or used vape products
❌ Broken seals or tampered packaging
❌ E-liquids or pods with damaged packaging
❌ Items without original packaging
❌ Products purchased from unauthorized sellers

How to Request a Return

Step 1: Contact Us

Email us at info@vapcity.ae within 30 days of purchase with:

  • Order number
  • Product name and quantity
  • Reason for return
  • Photos of the sealed, unopened product

Step 2: Get Return Authorization

Our team will review your request and respond within 2-3 business days with:

  • Return authorization (if approved)
  • Return shipping instructions
  • Return address details

Step 3: Ship Your Return

  • Pack items securely in original packaging
  • Include copy of receipt/order confirmation
  • Ship to provided return address
  • Keep tracking information for your records

Step 4: Receive Your Refund

Once we receive and inspect your return:

  • Refund processed within 5-7 business days
  • Refund issued to original payment method
  • Email confirmation sent when refund is processed

Refund Processing

Refund Timeline

  • Inspection: 1-2 business days after we receive your return
  • Processing: 5-7 business days for refund to be issued
  • Bank processing: 3-10 business days (varies by bank/payment method)

Refund Method

Refunds are issued to the original payment method used for purchase:

  • Credit/debit card refunds: 5-10 business days
  • Bank transfer refunds: 3-7 business days
  • Digital wallet refunds: 3-5 business days

Refund Amount

  • Full product price refunded for eligible returns
  • Original shipping costs are non-refundable
  • Return shipping costs are customer’s responsibility

Damaged or Defective Products

If you receive a damaged or defective product:

Report Within 48 Hours

Contact us at info@vapcity.ae within 48 hours of delivery with:

  • Order number
  • Clear photos of the damage/defect
  • Description of the issue

We’ll Handle It

For confirmed damaged or defective items, we will:

✅ Provide free return shipping label
✅ Process full refund including original shipping
✅ Or send replacement product at no charge

Exchange Policy

We currently do not offer direct exchanges. If you’d like a different product:

  1. Return the original item following our return policy
  2. Place a new order for the desired product
  3. Once your return is processed, you’ll receive a refund

Important Notes

  • Seal integrity is critical: Any sign of tampering, opening, or use will void return eligibility
  • Health and safety: Due to the nature of vaping products, we cannot accept returns on opened items
  • Inspection required: All returns are inspected upon arrival to verify condition
  • Refusal of non-compliant returns: Items that don’t meet return conditions will be refused or returned to sender
  • Return shipping responsibility: Customer pays return shipping unless item is defective or damaged

Contact Information

For return inquiries, damaged products, or questions about our policy:

📧 Email: info@vapcity.ae
📞 Response Time: 2-3 business days

Please include “RETURN REQUEST” in your email subject line for faster processing.

Customer Satisfaction

Your satisfaction is our priority. If you have concerns about a product before opening it, or questions about whether it meets your needs, contact us before breaking the seal. Our team is happy to provide detailed product information to help you make the right choice.

Last Updated: January 2026