At Vape.markets, we want customers to be satisfied with their purchases. Return, refund and warranty requests are reviewed individually according to the conditions below.

Returns

Eligible unopened products may be returned within 7 calendar days of delivery for a refund of the product’s retail purchase price.

To qualify for a return:

  • The product must be unused, unopened and in its original sealed packaging.
  • The product must show no signs of use, damage or tampering.
  • The return request must be submitted within seven days of receiving the order.
  • The customer must provide the order number and proof of purchase.
  • Vape.markets must approve the return before the product is sent or brought back.

Products returned with signs of use will not be refunded, exchanged or credited. They may be returned to the customer at the customer’s expense.

To request a return, contact us by email or WhatsApp. Once approved, the item must be returned to our shop at the customer’s cost. Please do not return an item before receiving instructions from our team.

Original delivery charges are non-refundable. If a replacement is approved, the customer is responsible for the cost of delivering the replacement. Alternatively, an approved amount may be issued as store credit for a future order.

Non-Returnable Products

For hygiene, safety and product-integrity reasons, the following products cannot be returned:

  • E-liquids
  • Replacement coils
  • Pods and prefilled pods
  • Disposable vapes
  • Opened or used products

These restrictions do not limit any rights that cannot legally be excluded under applicable UAE consumer-protection laws.

Refunds

To request a refund, contact Vape.markets customer support by email or WhatsApp and provide:

  • Your order number
  • Your full name
  • Your delivery address
  • Your phone number
  • The reason for the request
  • Clear photographs or videos showing the issue, where applicable

If the request is approved, we will provide instructions for returning the product. Refunds and replacements are processed only after the returned item has physically arrived at our shop and has been inspected.

The approved refund will be calculated from the eligible product value. Original and return delivery charges, along with any applicable bank or transaction fees, will be excluded or deducted from the refund.

Approved refunds will be transferred to the customer’s account or issued through another method agreed upon by Vape.markets. Processing times may vary depending on the bank or payment provider.

Refused and Undeliverable Orders

Orders refused by the customer after dispatch are not eligible for a refund. This includes orders returned because the customer declined to receive the package from the courier.

If delivery cannot be completed because the customer is unavailable, provides an incorrect address or cannot be contacted, additional delivery or return charges may apply.

Seven-Day Limited Warranty

Eligible devices include a seven-day limited warranty, beginning on the date of delivery.

The customer is responsible for the cost of returning the item to Vape.markets for inspection. If the item is confirmed to have an eligible manufacturing defect, Vape.markets will cover the cost of sending the approved replacement back to the customer.

Submitting a warranty claim does not automatically guarantee a replacement, refund or store credit. The product must first be inspected to determine whether the reported problem qualifies under this policy.

What the Warranty Does Not Cover

The limited warranty does not cover:

  • E-liquids, atomizers, tanks, rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or other accessories
  • Disposable vapes, pods or other consumable products
  • Damage or failure caused by improper use
  • Damage caused by unauthorized repairs or modifications
  • Damage caused by dropping, crushing, impact or excessive force
  • Use outside the manufacturer’s recommended operating instructions
  • Water damage, e-liquid spillage, fire damage or other improper handling
  • Leaking tanks
  • Loss, theft or missing parts
  • Stripped or damaged threads
  • Bent or crooked 510 connections, including an atomizer that does not sit flush
  • Cosmetic damage, surface wear, scratches or damage to the finish
  • Rattling or sticky buttons
  • Normal wear and tear or the natural ageing of a product
  • LED screen issues on vape kits
  • Charging-port problems
  • Battery problems, including a device turning off while firing
  • Auto-firing issues
  • Chip malfunctions
  • Minor cosmetic or manufacturing variations that do not affect the product’s operation

Modifying a product in any way automatically voids its warranty.

Defective Products

We may accept a return or exchange when an eligible item is confirmed to have a manufacturing defect and the claim meets all conditions of this policy.

When reporting a suspected defect:

  1. Stop using the product immediately.
  2. Keep the product and its original packaging.
  3. Contact us within the applicable seven-day period.
  4. Provide your order information and clear photos or videos showing the problem.
  5. Follow the return instructions supplied by our support team.

Do not continue using a device that is overheating, damaged, leaking, auto-firing or showing other signs of unsafe operation.

Contact Us

If your purchase is still within the applicable return or warranty period, contact Vape.markets by email or WhatsApp. Include your order number and as much information as possible so our team can assess the request promptly.

This policy does not affect any mandatory rights available to customers under applicable UAE law.