RETURN & REFUND POLICY

Effective Date: April 10, 2025

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

1. NON-RETURNABLE ITEMS

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

Disposable vapes
E-liquids
Shisha molasses and flavors
Pre-filled pods or cartridges

These items are considered final sale once purchased.

2. ELIGIBLE RETURNS – DEVICES & ACCESSORIES

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

Rechargeable vape devices
Hookah sets
Chargers, tanks, or accessories

Return Conditions:

Request must be made within 7 days of delivery
Item must be unused, undamaged, and in original packaging
Proof of purchase and clear photo/video evidence of the issue is required

Returns will not be accepted for:

Change of mind
Items damaged due to misuse or negligence
Used, tampered, or altered products

3. HOW TO REQUEST A RETURN

To initiate a return:

Email us at [Your Support Email] within 3 days of delivery
Include your order number, product details, and evidence (photos/videos)
Wait for our team to verify and provide approval with return instructions

⚠️ Do not send items back without prior approval. Unauthorized returns will not be processed.

4. RETURN SHIPPING & DEDUCTIONS

If approved, we will arrange pickup of the product
A flat AED 20 return shipping fee will be deducted from your refund

5. REFUNDS

Once the returned product is inspected and approved:

Refunds will be processed to your original payment method or your provided bank account
Processing time: Up to 12 business days after approval
Shipping and delivery fees are non-refundable

6. WHATSAPP ORDERS

Orders placed via WhatsApp follow the same return and refund terms. Refunds will be issued to your original payment method or to your bank account details shared with us.