We want you to be happy with every order from Al Fakher Dubai. Our products are sealed items that contain nicotine, so returns are limited for health, hygiene and safety reasons. This policy explains what is and is not covered.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or not what you ordered, contact us within 24 hours of delivery with:
- Your order number.
- A short description of the problem.
- Clear photos of the product and packaging.
Once we confirm the problem, we will arrange a replacement or refund at no cost to you.
Items we cannot accept back
- Devices or pods that have been opened, used or had their seal broken (for hygiene and safety).
- Products damaged through misuse after delivery.
- Orders where an age check (18+) could not be completed.
How refunds work
Card on delivery payments
Approved refunds for orders paid by card, Apple Pay or Google Pay on our POS machine go back to the original payment method.
Cash on delivery and bank transfer
For orders paid in cash or by bank transfer, we refund by an agreed method, such as a transfer to your UAE bank account.
Timing
Refunds are normally processed within 7 to 10 business days of approval. Your bank may take extra time to show the money in your account.
Replacements
If you prefer a replacement, we will send it with the next available delivery.
Canceled orders
If we cancel an order (for example, because an item is out of stock or an age check could not be completed), any payment you have already made will be refunded as described above.
How to request a return or refund
Contact us with your order number and details and our team will guide you:
- Phone: +971 52 703 9137
- WhatsApp: +971 52 703 9137
- Email: [email protected]
- Location: Dubai, United Arab Emirates
You can also use our Contact page. This policy does not affect any rights you have under UAE consumer protection law. See also our Terms & Conditions and Delivery Information.
