At Vape Market UAE, we stand behind the products we sell. If a device you purchased from us develops a fault through no fault of your own, we want to make it right. This Warranty Policy explains which products are covered, for how long, what voids a warranty claim, and exactly how to go about making one. We have kept it straightforward because dealing with a faulty product is already frustrating enough.

Which Products Are Covered

Our warranty applies to hardware devices purchased directly from Vape Market UAE. This includes vape kits, IQOS devices, IQOS ILUMA devices, pod systems, vape mods, and similar rechargeable or reusable hardware products.

The warranty does not apply to consumable or disposable products. This means disposable vapes, TEREA sticks, HEETS, ZYN nicotine pouches, e-liquids, coils, pods, and cartridges are excluded from warranty coverage by nature — these are single-use or short-life consumables and are not designed for long-term use.

What the Warranty Covers

Our warranty covers defects in manufacturing and materials that arise during normal and intended use of the device. If your device stops working, fails to charge properly, has a button or component that malfunctions, or develops any fault that is clearly the result of how it was made — not how it was used — that is exactly what this warranty exists for.

A valid warranty claim results in either a replacement of the faulty unit or a refund, depending on stock availability and the nature of the fault. We assess each claim individually and aim to resolve it as quickly as possible.

What the Warranty Does Not Cover

Not every fault qualifies for a warranty claim. The following situations are not covered under this policy:

Physical damage caused by dropping, crushing, or any form of impact — accidental damage is outside the scope of this warranty.

Water or liquid damage, including damage caused by cleaning the device improperly or exposing it to moisture.

Damage resulting from using the device with incompatible chargers, accessories, or e-liquids not recommended by the manufacturer.

Normal wear and tear — batteries degrade over time, and this is expected behaviour for any rechargeable device.

Damage caused by attempting to repair, open, or modify the device yourself or through an unauthorised third party.

Any device where the original purchase cannot be verified as being from Vape Market UAE.

Dead on Arrival (DOA) Products

If your device does not work at all straight out of the box — meaning it was defective before you even had a chance to use it — this is treated as a Dead on Arrival (DOA) case and is handled with priority.

You must report a DOA device within 24 hours of receiving your order. Please do not attempt to charge or use the device extensively before reporting it. Send us a short video or photo showing the issue and we will arrange an immediate replacement or refund.

How to Make a Warranty Claim

Making a warranty claim with us is a simple process. You do not need to return the item first or wait weeks for a decision. Here is how it works:

Manufacturer Warranty vs Vape Market UAE Warranty

Some devices sold on our website — particularly IQOS and ILUMA products — also carry a separate manufacturer warranty from Philip Morris International. Where a manufacturer warranty exists, we will always guide you on the best route to take, whether that is through us directly or through the manufacturer's own support process.

Our warranty is an additional layer of assurance we provide as your seller. It does not replace or diminish any rights you may have under the manufacturer's own warranty terms.

Warranty Claims for All UAE Emirates

We handle warranty claims for customers across the entire UAE — Dubai, Sharjah, Abu Dhabi, Ras Al Khaimah, Umm Al Quwain, Ajman, and Fujairah. Collection and replacement delivery is arranged through our courier network at no additional charge to you, regardless of your emirate.

You do not need to visit a physical location or travel anywhere to process a warranty claim. Everything is handled remotely through our support team.

Contact Us for Warranty Support

If you believe your device qualifies for a warranty claim or you have any questions about coverage, reach out to us directly. Our team responds quickly and will guide you through the process from start to finish.

This Warranty Policy was last reviewed in April 2025. Vape Market UAE reserves the right to update warranty terms at any time. All claims are assessed individually and in good faith. Warranty coverage applies only to products purchased directly from vapemarketuae.org.