Refund and Returns Policy for RX Pod Store

Effective Date: May 2025  |  Al Barsha 1, Dubai, UAE

1. Overview

At RxPods Dubai, we are committed to providing our customers with high-quality vaping products and a seamless shopping experience. We understand that there may be occasions when a return or refund is necessary, and we have established this policy to ensure a fair and transparent process for all parties.

Please read this Return & Refund Policy carefully before making a purchase. By completing a transaction with RxPods Dubai, you agree to the terms outlined below. This policy applies to all purchases made through our website and physical store located in Al Barsha 1, Dubai, United Arab Emirates.

2. Return Period

Customers may request a return within 14 calendar days of receiving their order. After this period, we are unable to accept return requests unless the item is covered under our warranty policy (see Section 6).

To initiate a return, customers must contact us within the 14-day window using one of the contact methods listed in Section 9 of this policy. Late return requests will not be processed.

3. Return Eligibility & Product Condition

To be eligible for a return, all of the following conditions must be met:

  • Original Packaging: The item must be returned in its original, sealed packaging with all labels, tags, and accessories intact.
  • Unused & Unopened: The product must be completely unused and unopened. Any sign of use or tampering will disqualify the item from return eligibility.
  • Proof of Purchase: A valid receipt, invoice, or order confirmation must be provided at the time of the return request.
  • Product Integrity: The item must be free from physical damage caused after delivery, including scratches, dents, or other signs of mishandling.

Returned items that do not meet all of the above conditions will be declined and sent back to the customer at their expense.

4. Non-Returnable Items

Due to hygiene, safety, and regulatory requirements, the following product categories are strictly non-returnable once opened or used:

  • E-Liquids & Vape Juices: Once opened, e-liquids cannot be returned under any circumstances due to hygiene and safety standards.
  • Coils & Pods: These consumable components are non-returnable once removed from their original packaging.
  • Disposable Vapes: Disposable vape devices are non-returnable once used or if the seal has been broken.
  • Clearance or Final Sale Items: Products purchased during clearance sales or marked as final sale are not eligible for returns.

We strongly encourage customers to carefully review product specifications, flavors, and compatibility information before making a purchase to avoid any inconvenience.

5. Defective or Damaged Items (Dead on Arrival – DOA)

If you receive a product that is faulty, damaged, or not functioning upon arrival, you must report the issue within 4 to 48 hours of delivery. Failure to report within this window may result in the claim being declined.

To report a Dead on Arrival (DOA) item, please contact our support team with the following information:

  • Order Number: Your invoice or order confirmation number.
  • Description of Defect: A clear explanation of the fault or damage observed.
  • Visual Evidence: Photographs or a short video clearly showing the defect or damage.

Upon verification of the DOA claim, the customer will be offered one of the following resolutions at our discretion:

  • Replacement: A replacement unit of the same product will be dispatched.
  • Refund: A full refund will be issued to the original payment method.
  • Store Credit: Store credit equivalent to the purchase value, at the customer’s preference.

6. Warranty Coverage

Vape devices and mods sold by RxPods Dubai are covered under a 3-month limited warranty from the date of purchase. This warranty covers manufacturing defects and hardware malfunctions under normal usage conditions.

The following are NOT covered under our warranty:

  • Physical Damage: Damage resulting from drops, impacts, water exposure, or misuse.
  • Consumable Parts: Coils, pods, and e-liquids are consumable items and are excluded from warranty coverage.
  • Unauthorized Modifications: Any device that has been tampered with, modified, or repaired by a third party voids the warranty.
  • Normal Wear & Tear: Gradual performance degradation from regular use is not covered.

To make a warranty claim, customers must present proof of purchase and contact us within the warranty period. Warranty claims are subject to inspection and verification.

7. Refund Process & Timeline

Once a return is received and inspected, our team will notify the customer of the approval or rejection of the refund via email or phone. If approved, refunds will be processed according to the following timeline:

Refund MethodProcessing TimeNotes
Original Payment Method5–7 Business DaysAfter product inspection approval
Store Credit1–2 Business DaysIssued as account credit
Replacement (DOA/Warranty)3–5 Business DaysSubject to stock availability

Please note that original shipping fees are non-refundable unless the return is a result of our error or a confirmed defective product.

8. How to Initiate a Return

Follow these steps to initiate a return or refund request:

  • Step 1 – Contact Us: Reach out to our customer support team via phone, email, or through our website within the applicable return window.
  • Step 2 – Provide Details: Share your order number, proof of purchase, and a description of the issue (including photos if applicable).
  • Step 3 – Await Approval: Our team will review your request and respond within 1–2 business days with instructions.
  • Step 4 – Return the Item: Once approved, ship the item back securely in its original packaging. Customers are responsible for return shipping costs unless the return is due to a defective product.
  • Step 5 – Receive Resolution: Upon receipt and inspection of the returned item, your refund, replacement, or store credit will be processed.

9. Contact Us

For all return and refund enquiries, please reach out to our customer support team using the details below:

Websitehttps://rxpodsdubai.ae/
Phone+971 55 194 5449
Emailinfo@rxpodsdubai.ae
AddressAl Barsha 1, Dubai, United Arab Emirates
Business HoursMonday – Saturday: 10:00 AM – 11:00 PM (GST)

RxPods Dubai reserves the right to amend this Return & Refund Policy at any time without prior notice. Continued use of our services constitutes acceptance of the updated policy.

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