We accept returns on unopened, sealed items within 3 days of delivery. Opened nicotine products cannot be returned for hygiene and safety reasons. If we sent the wrong item, or the item is faulty, we fix it at our cost.

Returns and Refunds

Returns and Refunds

Returns and Refunds

You can return an item if all of the following are true.

  • It is still sealed, with the original packaging intact
  • It has not been opened, used, or tampered with
  • You are within 3 days of the delivery date
  • You have the order number
 

What You Can Return

Some items cannot come back to us once they leave. This is standard across nicotine retail, and it is about hygiene and safety rather than convenience.

Opened cigarette packs and cartons cannot be returned. The same applies to opened IQOS Terea and Heets packs. Opened e-liquid bottles, used disposable vapes, used pods, and used coils also cannot be returned.

If the seal is broken, we cannot resell it. So we cannot take it back.

What You Cannot Return

This is different, and we treat it differently.

If we sent the wrong product, we collect it and send the right one. You pay nothing.

If a device arrives faulty or damaged, contact us within +971509677031 hours of delivery. Send a photo with your order number. We will either replace it or refund it, and we cover the collection cost.

If you believe a product is not genuine, tell us. We source only from authorised UAE distributors, so we want to know if something looks wrong.

 

Wrong or Faulty Items

Email support@smokdubai.com or WhatsApp +971509677031. Include three things:

Your order number. A photo of the item, still sealed. A short line explaining the problem.

We reply within+971509677031 hours and arrange collection if the return qualifies.

 
 

How to Start a Return

Once we receive the item and check it, we process the refund.

Card payments go back to the same card within +971509677031 working days. Cash-on-delivery orders are refunded by [ refund method for COD — e.g. bank transfer]. We will ask for the details we need.
We refund the item price. Delivery fees are refunded only when the return is our fault.

 
 
 

How Refunds Work

If our driver cannot verify that the recipient is 18 or over, the order returns to us. We refund the item price. The delivery fee is not refunded in this case, because the delivery was attempted.

Orders Refused at the Door

Returns FAQ

Can I return an opened pack of cigarettes?

No. Once a nicotine product is opened, we cannot accept it back for hygiene and safety reasons.

3 days from the delivery date

 

Contact us within +971509677031  hours with a photo. We replace or refund it, and we cover collection.

 

Card refunds take [INSERT number] working days after we receive and check the item.

Not if the fault is ours. If you changed your mind, a collection fee may apply.