In short

Damaged or wrong items are reviewed once you send photos with your order number.

Confirmed mistakes get a replacement or a refund.

Used or opened products are not taken back for a change of mind.

What We Will Put Right

A parcel that arrives damaged or not as ordered is covered by this policy. That means a different flavor, product, nicotine strength or pack size from what your order shows, or a unit that is broken when you open the box. Each case is reviewed on its own photos and order details.

What We Cannot Take Back

  • Products that have been opened or used, unless the problem was there from the start.
  • Orders placed by someone under 18. These are cancelled, and online payments are returned.
  • Orders cancelled because the courier could not reach the buyer after repeated attempts.
  • A change of mind about flavor or brand once the seal is broken.

How to Report a Problem

  1. Keep the product and all its packaging. Do not use it.
  2. Photograph the outer box, the label, the seal and the product itself.
  3. Send the photos with your order number through the Contact Us page or the WhatsApp button on the site, or email vaperoyalitystore@gmail.com.
  4. Wait for our reply. We review the report and tell you the next step.

What Happens After You Report

When we confirm a mismatch or damage, we offer a replacement or a refund. If the item has to come back to us, we tell you how and who arranges it. Until we confirm, please do not post anything. Reports without photos take longer, because we have nothing to compare against the order.

How Refunds Are Paid

An online payment goes back to the same route it came from. For a cash-on-delivery order, we agree a refund method with you in the chat. Banks and payment providers set their own timing once we release the money, so a refund can take a few days to show.

The Delivery Fee

Delivery costs a flat AED 30 per order. When the mistake is ours, the fee is returned together with the item price. A fee is not returned for a cancelled order that failed because the buyer could not be reached or the age check was not met.

Related Pages

The Authenticity Guarantee page shows how to check a pack, and the Shipping Policy page covers delivery terms. Questions about anything here can go through Customer Help.