At Aemirate Shop, your satisfaction is our top priority. We understand that sometimes products may not meet your expectations, and we are here to help. This Return Policy provides information about our return and refund process for purchases made through our website or at our store in Dubai.
Please read this policy carefully and contact our customer support team if you have any questions or concerns.
To be eligible for a return, your item must meet the following conditions:
- The item must be unused and in the same condition that you received it.
- The item must be in the original packaging.
- You must provide a receipt or proof of purchase.
Please note that certain types of products cannot be returned due to health and safety concerns:
- Disposable Vapes: Due to the nature of these products, we cannot accept returns on opened or used disposable vapes.
- IQOS Devices and HEETS Cigarettes: Due to health and safety regulations, we cannot accept returns on opened or used IQOS devices or HEETS cigarettes.
- Personalized or Customized Items: We cannot accept returns on items that have been personalized or customized to your specifications.
If you wish to return an eligible item, please follow these steps:
- Contact our customer support team by email or phone within 3 days of receiving your order. Provide your order number, a description of the issue, and any relevant photos or documentation.
- Our customer support team will review your request and provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the item.
- Package the item securely, including the original packaging, receipt or proof of purchase, and RMA number.
- Ship the item to the address provided by our customer support team. You will be responsible for the cost of return shipping.
- Once we receive the item and verify its condition, we will process your refund or exchange.
Please note that we reserve the right to refuse a return or charge a restocking fee if the item does not meet the conditions outlined in this policy.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days, depending on your card issuer’s policies.
If you haven’t received a refund after a reasonable amount of time, please contact your credit card company or bank. If you still have not received your refund, please contact our customer support team.
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact our customer support team, who will provide you with instructions on how to proceed.
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
Please consider using a trackable shipping service or purchasing shipping insurance when returning items, as we cannot be responsible for items lost or damaged during return shipping.
If you have any questions or concerns about our Return Policy or need assistance with a return, please contact our customer support team:
Aemirate Shop, Dubai, UAE