Returns, Refund & Warranty Policy

Effective from 1st December 2020, our Returns, Refund & Warranty Policy is outlined below:

Returns:

We strive to ensure your satisfaction with your shopping experience at Vape Gate UAE. Returns and exchanges are handled on a case-by-case basis, with the aim of achieving customer satisfaction.

For Returns:

We accept returns for non-opened products for a full refund of the retail price only. Please note that products showing any signs of usage by the customer will not be refunded, exchanged, or credited, and will be returned to the customer.

To request a return, please contact us via email or WhatsApp, and return your items to our shop at your own expense.

Please be aware that original shipping costs will not be refunded. Replacement items will be shipped back to the customer at their own expense or credited to their account for future orders.

Returns are accepted within 7 days of receiving the order. However, consumable and perishable items such as e-liquid, replacement coils, pods, and disposables are non-returnable under any circumstances.

For Refunds:

To request a refund, please contact customer support via the provided link. Please provide as many details as possible, including the Order #, Name, Address, Phone Number, and reason for the return, along with photos if possible. Refunds or replacements will be issued once the shipment has been physically returned to our shop and processed.

For international orders, where the shipment may be delayed or stuck, the customer is responsible for following up with the relevant customs authorities and providing any necessary documents for clearance. Refunds for international orders are not applicable under any condition.

For orders returned due to the customer refusing to receive the shipment from the courier, no refund will be provided under any circumstances.

Warranty Coverage:

Our 14-day warranty begins on the day the items are delivered. The customer is responsible for shipping items back to Vape Gate UAE, and we cover the costs of shipping the item back to the customer after inspecting the faulty items to determine if they are covered under our warranty policy.

What is not covered by our warranty:

• E-liquids, atomizers, tanks, rebuildable products, batteries, chargers, mechanical mods, drip tips, coils, or any other accessories.
• Failure or damage caused by improper use or unauthorized repair.
• Damage caused by excessive force, such as dropping or abuse.
• Damage resulting from usage outside of recommended operating instructions.
• Damage caused by water, juice spillage, or fire.
• Leaky tanks.
• Loss or damage due to missing components.
• Cosmetic issues or scratches.
• Modifying the product voids the warranty.
• Defects due to normal wear and tear or aging.
• Disposable cigarettes.

What is covered by our Warranty:

• LED screen issues.
• Charging port issues.
• Battery issues.
• Unit auto-firing.
• Chip malfunctions.

Please note that some products may have minor flaws expected during manufacturing, and returns or exchanges are accepted only if the item is defective.

If you are still covered under warranty, please contact us through the provided link. Click Here.