Refund and Returns Policy

1. Who we are

Vapor Fantasy is an online vape store based in Bur Dubai, Dubai, United Arab Emirates, trading online at vaporfantasy.ae. This policy explains when you can return an item, how refunds are paid, and how warranty claims are handled for orders placed with us. It should be read together with our Terms and Conditions and our Privacy Policy.

2. Your rights under UAE law

Our products are consumer goods bought online, and you have rights under UAE consumer protection law. Nothing in this policy reduces or replaces those rights. Where any part of this policy is stricter than the law allows it to be, the law prevails.

3. Age restriction

All products we sell are for adults aged 18 and over. We may ask for proof of age or identity at the point of delivery, and we can refuse to complete a delivery if we cannot confirm that you are 18 or over.

4. Return windows at a glance

Situation	When to contact us
Item arrived damaged in transit	Within 24 hours of delivery
You received the wrong item	Within 24 hours of delivery
Device is dead on arrival (does not work)	Within 24 hours of delivery
Unopened, unused item in original sealed packaging	Within 7 days of delivery
Opened or used nicotine product	Not returnable unless faulty
Change of mind on an opened item	Not accepted

Every return needs proof of purchase – your order number or the invoice we sent you.

5. How to start a return

1. Message us on WhatsApp at +971 55 517 1974, or use the contact form on our website.
2. Quote your order number and tell us what went wrong.
3. Send clear photographs, or a short video if a device does not work.
4. Keep the item, its packaging and all accessories until your claim is settled.

We aim to reply to every request within 24 hours. Once we have accepted a claim we will arrange a collection or a replacement and confirm the next step with you.

6. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or different from what you ordered, contact us within 24 hours of delivery. Once we have confirmed the issue we will put it right at no cost to you – a replacement, an exchange, or a full refund including the delivery charge you paid.

Please do not send anything back to us before contacting us, and please keep the packaging until your claim is settled, because we may need photographs of it.

7. Disposable vapes

Disposable vapes are single-use products. If one does not work at all straight out of the box, tell us within 24 hours and we will replace it free of charge.

• Before reporting a fault, please remove the protective sticker or film from the base or airflow, and fully charge rechargeable disposables. That solves the large majority of “not working” cases.
• Puff counts printed on packaging are the manufacturer’s estimate. A device running out sooner than you expected, given how much you vape, is not a fault.
• A flavour you do not enjoy is not a fault.

8. Device warranty

Rechargeable devices, kits, mods and pod systems carry the manufacturer’s warranty against manufacturing defects. In addition, we will assess a device that develops a functional fault within 7 days of delivery, and if it is a manufacturing defect we will repair it, replace it or offer store credit.

What is covered:

• A chipset or screen that fails during normal use
• A charging port that stops recognising power
• Auto-firing with no input from you
• A battery that fails to hold charge very early in its life

What is not covered:

• Physical damage from drops, crushing or impact
• Water damage, or e-liquid leaking into the device
• Damage caused by an unsuitable charger or cable
• Attempted repairs or modifications by anyone other than us
• Normal wear and tear, and consumable parts such as coils and pods

9. Items we cannot accept

For health, hygiene and regulatory reasons we cannot accept returns of the following, unless the item is faulty or was sent in error:

• E-liquids, pod salts or nicotine pouches with a broken seal
• Disposable vapes that have been opened, used or activated
• Pods, cartridges, coils and other consumables once opened or used
• Sale, clearance or bundle-discounted items
• Items returned without their original packaging or accessories

10. Refunds and processing times

We currently accept Cash on Delivery only, so we never collect or store your card details. Once a return has reached us and been inspected – usually within 24 hours – we will tell you the outcome and issue an approved refund in whichever form you prefer:

• A bank transfer to an account held in your name, or
• Store credit for a future order, which is applied immediately.

Bank transfers are normally completed within 5 business days of approval. If we introduce card payments in future, refunds for card orders will be returned to the original payment method through our payment provider.

11. Return delivery costs

If the return is our fault – a wrong item, a damaged item, or a fault covered by this policy – we pay the delivery costs, both ways.

If you are returning an unopened, unused item simply because you have changed your mind, our standard delivery charge of AED 30 applies to the return leg. We will confirm the amount with you before anything is collected, and it is deducted from your refund.

12. Cancelling an order

You can cancel an order free of charge at any time before it is dispatched. Contact us as soon as you can on WhatsApp or by phone. Once an order has left us and is out for delivery it can no longer be cancelled, but you can still use the return process above after it arrives.

13. Exchanges

We are happy to exchange an item that is wrong or faulty, subject to stock. If the replacement you want is unavailable we will offer a refund or store credit instead. Exchanges for a different flavour, strength or model are not possible once an item has been opened.

14. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in UAE law. The current version is always published on this page, with the date it was last updated.

15. Frequently asked questions

Can I return an opened disposable vape because I do not like the flavour?

No. Opened or used nicotine products cannot be returned for a change of mind, for health and hygiene reasons. Please check the flavour and strength carefully before ordering – we are always happy to advise you before you buy.

How long does a refund take?

Once the return has been inspected, an approved refund is issued immediately as store credit, or by bank transfer, which normally reaches you within 5 business days.

My device stopped working after two weeks. What now?

Message us with your order number and a short video showing the fault. If it is a manufacturing defect we will arrange a repair, a replacement or store credit under the device warranty.

My parcel arrived damaged. What should I do?

Photograph the item and the packaging and contact us within 24 hours of delivery. We will arrange a free replacement or a refund, and we cover the delivery costs.

16. Contact us

For any return, refund or warranty question, contact us and we will help:

• WhatsApp or phone: +971 55 517 1974
• Email: vaporfantasyae@gmail.com
• Website: vaporfantasy.ae
• Address: Bur Dubai, Dubai, United Arab Emirates