Exchange and Return Policy

Thank you for choosing Al Qalaa Vape store to purchase your favorite products. We are happy to serve you. At Al Qalaa Vape, we will do our best to make the return or exchange process as simple and smooth as possible.

Time period policy for returns or exchanges

Returns are accepted within 3 business days from the date of receiving the order.

Replacement within 5 working days from the date of receiving the order.

Purchase return or exchange policy

This policy applies provided the product is in its original, unopened packaging and in the same condition as when purchased.

When returning a product, all accessories and gifts received with the product at the time of purchase must be returned in their original packaging.

Products that have been opened and have a manufacturing defect can be replaced with the same item, provided that the customer hands them over to one of the shipping company's representatives.

In case of return or exchange, the customer must hand over the device to any of the store's representatives.

We also note that upon receiving your order, please check the products you ordered. If the order arrives to you by mistake, you must keep it in its original condition. The store has the right to return the order and bear the return costs.

In the event of an error in product prices on the website or a problem with the system, the store has the right to cancel the order and return the amount paid to the customer.

Exceptions not covered by the return and exchange policy:

Malfunctions and damages resulting from misuse.

Cigars of all types and sizes

flavors

Coils and pods are excluded products for return or exchange.

Discounts and offers period

If the customer completes the order and requests cancellation before the shipping label is issued, the customer will receive a full refund. If the shipping label is issued but the order is not delivered to the shipping company, the shipping label fee will be deducted, and the value of the products will be refunded.

Q: Are there any return fees?

When a product is returned in good condition and undamaged, i.e. in its original condition, the customer bears the fees, which are the product shipping cost + the shipping cost for returning the product. These are amounts paid to the shipping company and deducted from the value of the returned product.

However, when returning a damaged product, Al Qalaa VIP will bear all the fees.