Most problems with a vape show up in the first few days. This page sets out what we cover, for how long, and exactly how to claim.
Coverage by product type
| Product | Cover period | What is covered |
|---|---|---|
| Reusable devices (pod kits, mods, IQOS and ILUMA devices) | 30 days from delivery | Manufacturing faults: will not switch on, battery will not charge, charging port fault, firing problems |
| Disposable vapes | 48 hours from delivery | Dead on arrival, does not fire, leaks from a sealed unit |
| Pods, coils and e-liquid | 48 hours from delivery | Wrong item, damaged or leaking in the sealed pack, short fill |
| TEREA, HEETS and nicotine pouches | 48 hours from delivery | Wrong item, damaged or opened pack on arrival |
What is not covered
- Drops, cracks, crushed casing or water and liquid damage
- Devices that were opened, repaired or changed by someone else
- Damage from a wrong or non-certified charger
- Normal wear on coils, pods and batteries, which are consumables
- Opened e-liquid, opened pouches and used sticks that have no fault
- A flavour or nicotine hit that is simply not to your liking
How to make a claim
- Message us on WhatsApp or email smartvapesdubai@gmail.com with your order number.
- Send a short video showing the fault, and a photo of the product and its packaging.
- We reply within one working day and may ask you to try a quick fix, such as a different cable or a coil prime.
- If the fault is confirmed, we arrange a pickup from your UAE address at no cost to you.
- We send a replacement of the same item, or a similar one if it is out of stock, or refund you. Refunds are processed within 24 hours of approval.
Tips that stop most faults
- Charge a new device fully before the first use, with the cable that came in the box.
- Prime new pods and coils for a few minutes before the first puff.
- Keep devices upright and out of a hot car. Heat kills batteries and makes liquid leak.
- Do not chain draw a disposable. Long gaps between puffs keep the wick wet.
Related pages
See the refund policy for returns of unopened items and the authenticity guarantee if you think a product is not genuine.
