Last updated: 23 September 2026

We want every Vapor AE order to arrive correct and working. This policy explains what we can take back, how to report a problem and how refunds work. For hygiene and safety reasons, vape products have stricter return rules than most goods, so please read it before ordering.

What We Will Put Right

Contact us and we will arrange a replacement, exchange or refund if your order:

  • Arrives damaged
  • Is faulty or does not work when first used
  • Contains the wrong item, flavour or nicotine strength
  • Is missing an item you paid for
  • Is confirmed counterfeit — replaced free of charge under our Authenticity Guarantee

What We Cannot Take Back

For hygiene and safety reasons, we cannot accept returns of opened or used disposable vapes, pods, coils or e-liquids unless they are faulty. Change-of-mind requests on unopened, sealed items are reviewed case by case — please contact us before sending anything back.

How to Report a Problem

  1. Contact us as soon as possible after delivery — on WhatsApp at +971 50 827 1328 or by email at vaporae.com@gmail.com.
  2. Give your order number and a short description of the problem.
  3. Send a photo or short video showing the damage, fault or wrong item, and keep the packaging and security label.

We will reply with the next step, which is usually a replacement delivered or a collection arranged. Please do not send items back without contacting us first.

Refunds

Once a refund is approved, we will confirm how it will be paid — normally back to your original payment method. Banks and card providers can take several business days to show a refund on your account. If you paid cash on delivery, we will arrange the refund with you directly.

Delivery Costs on Returns

If the problem is our mistake (damaged, faulty, wrong or missing item), we cover the cost of the replacement delivery or collection.

Faults After Use

If a rechargeable device develops a fault after you have been using it, contact us. We will help you check the problem and, where the manufacturer offers warranty support, help you make a claim.

Need Help?

See our FAQs or contact us — we are available from 10:00 AM to 11:00 PM.