Refund and Returns Policy

Vape Arrival wants every one of our customers to get their order right. This is the Refund and Return policy that will guide our cancellations, faulty products, replacements, and any other related procedures.

1. Order Cancellation

In case of cancellations of orders, we request that you contact Vape Arrival immediately.

Cancellations of orders are contingent on the status of the order at the time of request. Once your order has been shipped or has been handed over to the courier service, then cancellation might not be possible.

In case your order is eligible for a cancellation, then a refund will be processed through the same payment mode as the order was placed.

2. Damaged or Defective Products

If your order arrives damaged or you believe a product is defective, contact us as soon as possible after delivery.

Please provide:

  • Your order number
  • Your name and contact details
  • A description of the issue
  • Clear photos or videos showing the problem
  • Photos of the product packaging where relevant

Our team will review the issue and determine whether a replacement, refund, or another appropriate solution is available.

3. Incorrect or Missing Items

In case you have received an item that is not the same as you ordered or you haven't got all items from the order, then please get in touch with us as soon as possible.

We may request pictures of the products delivered, packaging and order details to help us investigate the matter.

Upon confirmation of the problem, Vape Arrival will help you to find a suitable replacement or solution.

4. Returns

Since vaping devices and related products are vulnerable to issues related to hygiene, safety, and other regulations, all products cannot be returned unconditionally.

Customers need to reach out to Vape Arrival prior to sending the product back.

Items can only be sent back upon receiving return instructions from us.

Opened items, items that have been used, modified, damaged, or are not suitable for resale cannot be returned.

5. Unopened Products

Where a return is permitted, the product may need to be:

  • Unopened
  • Unused
  • In its original packaging
  • In resalable condition
  • Accompanied by the relevant order information

Eligibility for a return will depend on the product, condition, reason for return, and applicable requirements.

6. Refunds

In case of approval, the refund will be processed by Vape Arrival for the eligible refund based on the payment mode and our refund policy.

The time taken to process the refund may vary based on the payment service provider or financial institution.

The refund is not automatically applicable just because an order is no longer needed once delivered.

7. Delivery Charges

Our current delivery charges are:

  • Standard Delivery: AED 30 across the UAE
  • Free Delivery: Orders of AED 300 or more
  • Express Delivery: AED 40 within Dubai, with delivery targeted within 1–2 hours
  • Friday Delivery: Available in Dubai

These delivery options and charges are published on Vape Arrival product and delivery information pages.

Delivery charges may be treated separately from the product price when a refund or cancellation is considered, depending on the circumstances of the order.

8. Delivery Delays

The delivery times may be affected due to various reasons, including traffic, weather conditions, couriers’ availability, public holidays, address problems, etc.

Vape Arrival will use its best endeavors to help customers with delivery problems.

9. Refused or Undeliverable Orders

In case the product cannot be delivered due to the client providing wrong information or refusing delivery, additional conditions for delivery and/or refund will be valid.

In case there is a problem with your delivery, please get in touch with our customer service team.

10. Age-Restricted Products

Age-Restricted Products are sold at Vape Arrival.

The customers need to be above the legal age for the purchase of these products. When age verification is necessary or proper, Vape Arrival will seek proof of age.

An order may be canceled or declined when age verification cannot be done.

Customers should not buy age-restricted products for any minor.

11. Product Compatibility

With products like replacement pods, coils, tanks, cartridges, and accessories, customers are advised to ensure compatibility before making the purchase.

There can be no return or refund of such a product in case it is not compatible with your device due to the wrong order.

In case of any queries regarding compatibility, feel free to contact us.

12. How to Request a Return, Replacement, or Refund

Before returning any product, contact Vape Arrival with:

  • Order number
  • Customer name
  • Phone number or email
  • Product name
  • Reason for the request
  • Photos or videos where relevant

Our team will review your request and provide the appropriate next steps.

13.Product Exchange Policy

If you wish to exchange a product on receipt of your order, you can make an exchange request by paying the relevant delivery charges in AED 30.

It is important to keep in mind that the product for which an exchange is requested should remain completely sealed, unused, and in the original packaging.

Once the package is opened, no exchange or return will be made for the product, except in the case where there has been a manufacturing defect in the product or the item is damaged.

It is recommended that you should double-check the product's name, model, flavor, intensity, and compatibility before opening the package.

In order to request an exchange, you can contact Vape Arrival.

14. Contact Us

If you have questions about this Refund and Returns Policy, an order, delivery, replacement, or refund, please contact Vape Arrival.

Business Name: Vape Arrival
Email: [email protected]
Location: United Arab Emirates

15. Policy Updates

Vape Arrival may update this Refund and Returns Policy when our business practices, services, or applicable requirements change.

Any updates will be published on this page with a revised Last Updated date.