Refund and Returns Policy

Last Updated: June 12, 2026

This Refund and Returns Policy applies to all purchases made through https://vaporhouse.ae/ (the "Website"), operated by Vapor House ("we," "us," "our," or "Company"), located at Dubai Mall, Downtown, Dubai, United Arab Emirates. This policy explains your rights and the conditions under which returns, exchanges, and refunds are processed. By placing an order on our Website, you agree to the terms outlined in this policy.

1. Return Window

1.1 Standard Returns: For products eligible for return (see Section 3), customers have 7 days from the date of delivery to request a return or exchange.

1.2 Dead on Arrival (DOA) / Damaged Items: If a device or product is found to be defective, non-functional, damaged, or "Dead on Arrival" at the time of opening, the customer must report the issue within 24 hours of delivery in accordance with Section 5 below. Claims made after this window may not be eligible for replacement or refund, as we will be unable to determine whether the issue arose during transit, due to manufacturing, or due to customer handling after delivery.

1.3 All return and refund requests must be initiated by contacting us through the contact details provided in Section 8, along with your order number and a description of the issue.

2. General Conditions for Return

2.1 To be eligible for a return (where applicable under Section 3), the product must meet all of the following conditions:

• The product must be unused, unopened, and uninstalled, with all original seals fully intact.
• The product must be returned in its original packaging, including all accessories, manuals, warranty cards, charging cables, and any other items that were included in the original shipment.
• The product must show no signs of use, damage, tampering, or wear caused by the customer.
• A valid proof of purchase (order number, invoice, or order confirmation) must be provided.

2.2 If a product has been opened, used, activated, or had its seal broken by the customer, it is considered used and will not be eligible for return or refund, except where the product is found to be defective or Dead on Arrival as outlined in Section 5.

2.3 We reserve the right to inspect all returned products upon receipt. If, upon inspection, a returned product does not meet the conditions outlined above, we reserve the right to refuse the return, refuse the refund, and send the product back to the customer at the customer's expense.

3. Non-Returnable Items

3.1 Due to health, safety, and hygiene regulations applicable to nicotine and vaping-related products, the following items are strictly non-returnable and non-refundable once the packaging or seal has been opened, used, or broken, except in cases of manufacturing defect or Dead on Arrival as covered under Section 5:

• E-Liquids / Vape Juices / Nicotine Salts: Once the bottle seal is broken or opened, e-liquids cannot be returned or refunded under any circumstances, for health and hygiene reasons.
• Coils, Pods, and Cartridges: Once a coil, pod, or cartridge package has been opened or the item has been used or installed, it is non-returnable and non-refundable.
• Disposable Vapes: Disposable vape devices generally do not carry any warranty or return eligibility once activated or used. However, if a disposable vape is found to be defective, damaged, or non-functional at the time of delivery (Dead on Arrival), it may be eligible for replacement or refund under Section 5, provided it is reported within 24 hours.
• Mouthpieces and Drip Tips: Once unsealed or used, these items are non-returnable for hygiene reasons.
• Any item explicitly marked as "Final Sale," "Clearance," or "Non-Returnable" at the time of purchase.

3.2 The above non-returnable categories apply regardless of reason for return, including change of mind, unless the item is verified by us to be defective, damaged, or Dead on Arrival upon delivery.

4. Change of Mind Returns

4.1 If you wish to return a product simply because you changed your mind (and the product is otherwise eligible under Sections 2 and 3 — i.e., unopened, unused, and in original packaging with seals intact), you may request a return within 7 days of delivery.

4.2 For change-of-mind returns, the cost of return shipping/courier will be borne by the customer. We recommend using a trackable delivery method when sending items back, as we are not responsible for items lost or damaged during return transit.

4.3 Once we receive and inspect the returned item and confirm it meets the eligibility conditions in Section 2, we will process your refund or store credit in accordance with Section 6.

5. Dead on Arrival (DOA), Damaged, or Defective Products

5.1 We strongly encourage all customers to record an unboxing video and/or take clear photographs of the sealed package, the outer packaging, and the product itself at the time of opening. This evidence is required to support any DOA, damage, or defect claims and helps us process your request quickly and fairly.

5.2 If your product is found to be:

• Dead on Arrival (does not power on or function as intended);
• Visibly damaged, cracked, or broken upon opening;
• Defective due to a manufacturing fault;

you must contact us within 24 hours of delivery, providing:

• Your order number;
• Clear photographs and/or unboxing video showing the sealed package, outer packaging, and the product/defect;
• A description of the issue.

5.3 Claims for DOA, damaged, or defective products reported after 24 hours from delivery may not be accepted, as we cannot verify whether the issue occurred during shipping, was present at the time of delivery, or resulted from use or handling after delivery.

5.4 Once a DOA/damage/defect claim is verified by our team, we will, at our discretion, offer one of the following resolutions:

• A replacement of the same item (subject to stock availability);
• A full refund, including any delivery charges paid for that order; or
• Store credit/coupon equal to the value of the item.

5.5 For verified DOA, damaged, or defective items, we will cover the cost of arranging collection of the faulty item, as outlined in Section 7.

6. Refund Process and Methods

6.1 Once a returned item is received by us and has passed inspection in accordance with Sections 2, 3, and 5, we will notify you of the approval or rejection of your refund.

6.2 Refund Methods: Approved refunds will be issued via one of the following methods, at the customer's preference (subject to availability):

• Cash refund (via bank transfer, or in cash for orders originally paid via Cash on Delivery); or
• Coupon / Store Credit, redeemable on a future purchase through our Website.

6.3 Refunds will be processed within a reasonable timeframe following approval. For cash/bank transfer refunds, please allow a number of business days for the amount to reflect in your account, depending on your bank's processing times. Store credit/coupons are typically issued immediately upon approval.

6.4 If you choose a cash refund via bank transfer, you may be required to provide your bank account details (account holder name, IBAN, and bank name) to facilitate the transfer.

7. Return Shipping and Collection

7.1 Defective, Damaged, or DOA Items: If your return is due to a verified defect, damage, or Dead on Arrival issue (Section 5), we will arrange for collection of the item at no cost to you. Simply contact us via phone or email (Section 8), and our team will arrange to come and collect the item from your location.

7.2 Change of Mind Returns: For returns based on change of mind (Section 4), the customer is responsible for the cost of returning the item to us. Customers may contact us to arrange collection (a collection fee may apply) or arrange their own delivery of the item to our store location.

7.3 To arrange a return or collection, simply contact us via phone or email using the details in Section 8, and our team will coordinate a convenient time for collection from your address, or guide you on how to send the item back to us.

7.4 Return Address: Vapor House, Dubai Mall, Downtown, Dubai, United Arab Emirates. (Please contact us before sending any item back, so we can arrange collection or confirm the correct process.)

8. Warranty and Guarantee Information

8.1 Manufacturer's Warranty: Many devices come with warranty information printed or labeled directly on the device or its packaging by the manufacturer. Any official manufacturer's warranty must be claimed in accordance with the terms specified by the manufacturer on the device/packaging.

8.2 Vapor House Store Guarantee: While Vapor House does not provide its own separate store warranty on devices, we do provide the following guarantee at the time of delivery: if a device is found to be broken, damaged, or counterfeit/fake (non-genuine) at the time of delivery, we guarantee that we will either:

• Replace the item with a genuine, working unit; or
• Issue a refund for the item.

8.3 This guarantee applies only to issues identified and reported at the time of delivery or within the timeframes specified in Section 5 (24 hours for DOA/damage claims) and is separate from, and does not replace, any warranty offered directly by the product manufacturer.

8.4 For any warranty claims relating to manufacturer defects arising after the initial 24-hour/7-day windows, customers should refer to the warranty information provided on the device itself and contact the manufacturer directly, where applicable. We are happy to assist and guide customers in this process where possible.

9. Exchanges

9.1 Exchanges (e.g., for a different flavor, nicotine strength, or color/model) are treated as a return followed by a new order and are subject to the same eligibility conditions outlined in Sections 2 and 3 (i.e., the original item must be unopened, unused, and in its original sealed packaging).

9.2 Exchange requests must be made within 7 days of delivery, and any price difference between the original and new item will be charged or refunded accordingly.

10. Age Verification Reminder

10.1 As outlined in our Terms and Conditions, all customers must be 18 years of age or older to purchase products from this Website. Returns, refunds, and exchanges remain subject to the age verification requirements outlined in our Terms and Conditions, available at https://vaporhouse.ae/terms-conditions/.

11. How to Request a Return or Refund

11.1 To request a return, refund, exchange, or to report a DOA/damaged item, please contact us through any of the following methods:

• Call us: +971 55 466 2721 or +971 52 362 7956
• Email us: vaporhouse694@gmail.com

11.2 Please include the following information in your request:

• Order number;
• Date of delivery;
• Reason for return/refund;
• Photographs and/or unboxing video (for damage/DOA claims).

11.3 Upon receiving your request, our team will review the details, confirm eligibility, and arrange the next steps, including collection of the item (where applicable) and processing of your refund, replacement, or exchange.

12. Changes to This Policy

12.1 We reserve the right to update, amend, or modify this Refund and Returns Policy at any time without prior notice. Any changes will be posted on this page with a revised "Last Updated" date. Continued use of our Website and placement of orders after such changes constitutes your acceptance of the updated policy.

13. Contact Us

For any questions regarding returns, refunds, exchanges, or warranty claims, please contact us:

Vapor House
Dubai Mall, Downtown, Dubai, United Arab Emirates

Phone:
+971 55 466 2721
+971 52 362 7956

Email: vaporhouse694@gmail.com

Website: https://vaporhouse.ae/

Related Policies:

• Terms and Conditions: https://vaporhouse.ae/terms-conditions/
• Refund and Returns Policy: https://vaporhouse.ae/refund_returns/