RETURN & REFUND POLICY

 

Welcome to Smoke Souq, operated by WAHAT ALDUKHAN PORTAL EST. We are dedicated to offering a seamless experience on our online multivendor vape marketplace in Dubai and the UAE. This Return & Refund Policy outlines our processes for returns and refunds, encompassing eligibility criteria and procedures.

By utilizing our platform and services, you agree to adhere to the terms of this policy.

Eligibility for Refund

Refunds will be considered under the following conditions:

1. Damaged or Faulty Products: If you receive a product that is damaged or faulty, you may be eligible for a refund.

Product-Specific Return Windows

Please note that the eligibility and return windows for returns and refunds may vary based on the type of product. Some products may have a return window of 3 days from the shipping date, while others may have a different timeframe. The specific return window for each product will be clearly indicated on the product's page.

Initiating a Refund Request

To initiate a refund request, follow these steps:

1. Contact Smoke Souq Support: If you receive a damaged or faulty product and wish to request a refund, please contact Smoke Souq Support as soon as possible with proof of the damaged goods. You can reach our support team through the contact page on our website.

2. Verification: Smoke Souq will verify whether the product was damaged or faulty due to issues on the vendor's side or during the shipping process. We may request additional information or evidence to facilitate the verification process.

Refund Process

If your refund request is approved:

1. Refund Amount: You will receive a refund for the product's purchase price, excluding delivery charges. Smoke Souq will not refund delivery charges as shipping services are provided by third-party partners.

2. Product Collection: The vendor responsible for the faulty product will arrange for the collection of the item from your designated address.

3. Refund Timeline: Please allow up to 14 days for the refund to be processed and transferred back to your original payment method. The processing time may vary depending on your payment provider.

Exclusions

This policy does not cover the following:

1. Change of Mind: We do not offer refunds for products due to a change of mind or for reasons unrelated to product damage or faults.

2. Disposable Vapes: Smoke Souq has a strict no-refund policy on disposable vapes.

3. Refund Variations: Refunds for other products may vary upon the approval of Smoke Souq and the seller after investigating the refund request is genuine. Smoke Souq may refund full or partial amounts depending on the refund case.

4. Shipping Charges: Smoke Souq does not refund shipping charges.

5. Warranties or Claims: Smoke Souq will assist you in redirecting to the seller for warranties or claims.

Contact Us

If you have any questions or need assistance regarding our Return & Refund Policy, please contact us at:

WAHAT ALDUKHAN PORTAL EST (SMOKE SOUQ) Contact Us

We are committed to ensuring your satisfaction and providing a smooth shopping experience on Smoke Souq. Your feedback is important to us, and we are dedicated to promptly and fairly addressing any issues related to damaged or faulty products.