If a vape arrives faulty, damaged or wrong, contact us within 12 hours with a photo and we will replace it or refund you in full — including the delivery charge. You pay nothing to return it when the fault is ours.
What follows is the honest version: what counts as a fault, what does not, what the hygiene rules mean for opened products, and how cash on delivery affects a refund.
On this page
- Fault or normal end of life?
- Dead on arrival
- Why opened products cannot be returned
- What to photograph before you contact us
- How refunds work with cash on delivery
- Frequently asked questions
Fault or normal end of life?
This is the distinction that decides everything, so it is worth being straight about it.
Usually a genuine fault
- A brand-new device does nothing out of the packet — no light, no draw
- It leaks into your mouth on the first few draws
- It tastes burnt from the very first puff
- The device gets hot to hold in normal use
- The battery casing is swollen or misshapen
- The item is not what you ordered, or arrived damaged in transit
Usually not a fault
- A disposable stops working near its rated puff count — it has run out
- A coil tastes burnt after two weeks of use — coils are consumables, see how long a coil should last
- Real-world puff count is lower than the box says — those are laboratory figures
- A device damaged by heat after being left in a car — see heat and storage
- You did not like the flavour
- A pod does not fit because it was the wrong model — check the coil finder before ordering
Before you conclude a device is faulty, it is worth running through why a disposable is not hitting. A good number of apparent failures are a sticker over the airflow hole.
Dead on arrival
A device that does nothing from the packet is the clearest case there is, and we do not argue about it. Contact us within 12 hours of delivery with your order number and a photo, and we will arrange a free replacement or a full refund including the delivery charge you paid.
The 12-hour window exists because it lets us distinguish a manufacturing fault from wear, and because it gives us a chance to raise it with the supplier. Message us as soon as you notice rather than at the end of the week.
Why opened products cannot be returned
This surprises people, so here is the reasoning rather than just the rule.
Nicotine products are consumed by inhalation. Once a seal is broken there is no way to verify what has happened to the item, and no responsible retailer can resell it. That is why the following cannot be returned once opened:
- Disposable vapes once the seal is broken or the device has been used
- E-liquid once opened or unsealed
- Pods, coils and cartridges once opened
This does not override a genuine fault. If an item is defective, the hygiene rule is irrelevant — we replace or refund it. The restriction applies to change-of-mind returns, not to broken products.
For unopened items, you can return them within 1 day of delivery provided the factory seal is intact, the original packaging is complete with any free items, and you have your order number.
What to photograph before you contact us
A clear photo settles most cases immediately and saves you a second exchange of messages. Send:
- The problem itself — the leak, the damage, the swollen casing, the wrong item
- The whole device or bottle, so we can identify exactly which product it is
- The packaging, including any batch or code printing
- The indicator light mid-blink if the device is doing something odd
Take these before you attempt any fixes. If a device is genuinely faulty, we would rather see it as it arrived.
How refunds work with cash on delivery
Cash on delivery is the most common way people order from us, and it changes the refund mechanics.
| You paid by | Refund goes to | We will need |
|---|---|---|
| Card online | Original payment method | Nothing extra |
| Cash on delivery | Bank transfer | Your account details |
Approved refunds are processed within 1 to 3 business days. How quickly the money then appears depends on your bank rather than on us.
Worth knowing if you are ordering for the first time: COD means you see the product before any money changes hands. If a parcel arrives visibly damaged, you can raise it at the door.
Who pays return shipping
- Our error — damaged, defective or wrong item: we cover all return shipping, and refund your original delivery charge too.
- Change of mind on an eligible unopened item: return shipping is yours, and the original delivery fee is not refunded.
A note on where you bought it
If a device came from an informal seller rather than a legitimate retailer, you may have no recourse at all, and there is a further problem: counterfeit and refilled products circulate widely in the region, particularly for closed-pod brands.
With a fake pod you do not know what you are inhaling, and counterfeit batteries are a genuine safety risk rather than a theoretical one. A price far below the market rate is usually the explanation.
Everything we sell comes through legitimate supply and is shipped exactly as the brand packages it.
Two things to stop using immediately
Most faults are an inconvenience. These two are not:
- A swollen or misshapen battery casing. Stop using it, do not charge it, and contact us.
- A device that is hot to hold at rest, not just warm during use. Same advice.
We will replace either without argument. Do not try to keep using them in the meantime.
Frequently asked questions
Can I return a vape in the UAE if I do not like it?
Only if it is unopened with the factory seal intact, within 1 day of delivery, in its original packaging. Opened nicotine products cannot be returned for hygiene reasons.
What if my vape arrives damaged or faulty?
Contact us within 12 hours of delivery with your order number and a photo. We arrange a free replacement or a full refund including the delivery charge, and we cover return shipping.
How long do refunds take?
Approved refunds are processed within 1 to 3 business days. Card refunds return to the original payment method; cash on delivery refunds are made by bank transfer.
Can I return an opened e-liquid?
No, not for change of mind — hygiene and safety rules apply once a seal is broken. If the product is defective, that is a different matter and we will replace it.
My disposable died early. Is that a fault?
It depends. Well short of the rated puff count with liquid still visible, quite possibly. Near the rated count, it has simply run out. Work through the troubleshooting checks first.
I ordered the wrong pod. Can I exchange it?
If it is unopened and sealed, within 1 day, yes. Once opened, no. Use the coil finder or message us your device model before ordering — we would rather confirm than process a return.
Do I get my delivery fee back?
Yes when the fault is ours. No on a change-of-mind return, where the original delivery fee is non-refundable.
How to raise it
Message us on WhatsApp at +971 56 389 8101 or through our contact page with your order number, the item, and a photo if something is damaged. We will confirm whether it qualifies and what happens next.
Full terms are in our returns and refund policy and shipping and delivery policy.
About the author
Ismail Hossain is the founder of Disposable AE. This guide reflects our actual returns policy rather than a generic template, including the parts that limit what can be returned. If you think we have got a decision wrong on your order, say so and we will look again.
For adults aged 18 and over. This guide explains our own returns process and is not legal advice on UAE consumer rights. Sold to adults aged 18 and over only.