Return & Refund Policy

Effective Date: April 10, 2025 | Last Updated: 2026

Thank you for shopping with Puff DXB. We are committed to delivering premium vape and shisha-related products while ensuring full compliance with UAE regulations. Please read our return and refund policy carefully before making a purchase.

1. Non-Returnable Items

For hygiene, public health, and safety reasons, the following consumable products are strictly non-returnable and non-refundable under any circumstances:

Disposable vapes
E-liquids, freebase liquids, and nicotine salts
Shisha molasses and flavours
Pre-filled pods, cartridges, and replacement coils
Cigars, cigarillos, cigarettes, and pipe/rolling tobacco

These items are considered final sale once purchased.

2. Eligible Returns – Devices & Accessories

Only non-consumable hardware products are eligible for return if found defective or non-functional upon delivery:

Rechargeable vape devices and starter kits
Hookah sets and shisha hardware
Chargers, tanks, or related hardware accessories

Return Conditions:

Request must be submitted within 7 days of delivery receipt.
Item must be unused, undamaged, and kept in its complete original retail packaging with all manuals and charging cables.
Valid proof of purchase (order confirmation) and clear photo/video evidence of the defect is required.

Returns will NOT be accepted for:

Change of mind or preference of taste/flavor
Items damaged due to user misuse, improper charging, or drops
Used, tampered, or altered products

3. How to Request a Return

To initiate an evaluation and return request:

Contact our support team via email at puffdxb77@gmail.com (WhatsApp +971 52 747 8098) within 3 days of delivery.
Include your Order Number, product details, and clear photo or video evidence illustrating the fault.
Wait for our support team to verify the defect and issue official return approval along with pickup instructions.

Note: Do not send items back without prior written approval. Unauthorized return packages will not be received or processed.

4. Return Shipping & Deductions

If your return claim is verified and approved, our logistics team will schedule a courier pickup for the product.
A flat AED 20 return shipping fee will be deducted from your final refund amount, unless the item delivered was completely incorrect or arrived damaged due to courier mishandling.
Original shipping fees paid at checkout (e.g., standard AED 25 or AED 40 delivery charges) are non-refundable.

5. Refund Processing

Inspection & Approval: Once the returned hardware item is received at our facility and inspected by our technical team, you will receive an email or WhatsApp notification confirming whether the refund has been approved.

Refund Method:

Online Card Payments: Approved refunds will be reversed to the original debit/credit card used during checkout. Please allow 7 to 14 business days for your card-issuing bank to reflect the funds.
Cash / POS on Delivery: Refunds for orders paid via Cash or Card on Delivery will be issued as Store Credit / Digital Voucher, or via bank transfer upon providing valid UAE bank account details.

Any transaction handling or banking merchant fees incurred are non-refundable.

6. Damaged, Incorrect, or Missing Items Upon Delivery

Customers must inspect their package immediately upon handover by the courier.

If a package arrives noticeably opened, damaged, or with missing items, notify our support team within 24 to 48 hours with clear photos of the courier slip and outer packaging.
Claims made after this window cannot be verified with the courier service and may be denied.