RETURN & Refund Policy

We want you to be happy with every order. Because most of our products are sealed consumables and electronic devices, returns are accepted only within the timeframes and conditions set out below. To be eligible, items must be reported and returned within the stated windows, and the issue must be supported by the evidence we request.

All return and replacement requests are reviewed by our team before approval. Acting quickly and keeping your packaging helps us resolve your request faster.

We offer a 7-day return window on eligible devices, counted from the date you receive your order. To qualify, the device must be returned in its original condition and packaging, with all accessories, manuals, and free items included.

For all other products, if you receive an item with a genuine manufacturer defect, you must report it within 7 days of receiving your order. To process your claim, we require clear evidence:

• A clear photo of the defective product and its packaging
• A full, unedited unboxing video showing the sealed package being opened
• Your order number and a short description of the issue

For hygiene, safety, and quality reasons, the following cannot be returned or refunded unless they are faulty or were sent in error:

• Opened, used, or unsealed consumables (heat sticks, pods, refills)
• Products with broken or tampered safety seals
• Items reported after the applicable 7-day window
• Free gifts, promotional items, and clearance or final-sale products
• Damage caused by misuse, accident, or failure to follow instructions

Once your returned item is received and inspected, we will notify you of the outcome. If approved, your refund is processed to the original payment method used at checkout.

Card refunds are typically completed within 7–14 business days, depending on your bank or payment provider. For Cash on Delivery orders, refunds are issued by bank transfer or store credit, as agreed with you. Original shipping charges are non-refundable unless the return is due to our error or a defective product.

Where a product is confirmed faulty or incorrect, we will offer a replacement of the same item wherever possible. If the item is out of stock, we will offer an alternative, store credit, or a refund. Replacements are dispatched once your claim is approved and, where required, the original item is returned.

If you receive the wrong item or your order arrives damaged in transit, please contact us within 7 days with photos, the unboxing video, and your order number. Once verified, we will arrange a replacement or refund at no extra cost to you, including any return shipping where applicable.

We offer free delivery on all orders over AED 400 across the UAE. Orders below this amount may be subject to a standard delivery charge shown at checkout.

Where a return is approved because of a defect, a wrong item, or our error, we cover the return shipping. For any other approved return, the cost of return shipping may be the customer’s responsibility. Please keep your original packaging until your request is resolved.

You may request to cancel an order before it has been dispatched by contacting us as soon as possible. Once an order has been shipped, it can no longer be cancelled, but it may qualify for a return or replacement under the conditions described above.