Effective Date: From January 2025

At Velo Nicotine, we are committed to providing high-quality products and ensuring a satisfying customer experience. If you are not fully satisfied with your purchase, we offer a refund and return policy under specific conditions outlined below. Please read our Refund and Return Policy carefully before initiating any returns or requesting a refund.

1. Eligibility for Returns and Refunds

1.1 General Conditions

  • Returns and refunds are only applicable to products purchased directly from the Velo Nicotine website or authorized retail outlets within the United Arab Emirates (UAE).
  • To be eligible for a return or refund, the product must be unused, in its original packaging, and in resellable condition.
  • You must contact us within 7 days of receiving your order to initiate a return or refund request.

1.2 Non-Returnable and Non-Refundable Items

The following products are not eligible for return or refund under any circumstances:

  • Opened or used products: Once a product has been opened or used, it is not eligible for return or refund due to health and safety concerns.
  • Discounted or clearance items: Products marked as “final sale” or purchased during promotions or clearance sales cannot be returned or refunded.
  • Gift cards or vouchers: These are non-returnable and non-refundable.

2. How to Initiate a Return or Refund Request

2.1 Contact Us

To begin the return or refund process, please contact our customer support team at:

Please provide the following details in your request:

  • Order number
  • Name and contact details
  • Reason for return or refund
  • Photos of the product (if applicable)

2.2 Return Authorization

Once we receive your request, our customer support team will assess your eligibility and provide you with a Return Authorization (RA) number. Please do not return the product until you have received the RA number, as unapproved returns may not be processed.

3. Return Shipping

3.1 Return Process

Once you have received the RA number, you will need to return the product to us within 7 days from the date you received the RA number. Please ensure that:

  • The product is securely packed in its original packaging.
  • The RA number is written clearly on the outside of the return package.
  • You use a reliable shipping carrier that provides tracking and insurance for the return shipment.

3.2 Return Shipping Costs

  • If the return is due to a defect or error on our part (e.g., damaged or incorrect product), we will cover the return shipping costs.
  • If the return is due to a change of mind or customer error, you will be responsible for the return shipping costs. These costs will not be refunded.

4. Refund Process

4.1 Refund Eligibility

Once we have received the returned product, we will inspect it to ensure it meets our return conditions (unused, unopened, resellable). If the product is eligible for a refund, we will process the refund within 7-10 business days.

4.2 Refund Method

Refunds will be processed using the same payment method you used for the original purchase. Depending on your payment provider, it may take additional time for the refund to be reflected in your account.

  • Credit/Debit Cards: Refunds will be credited back to your card.
  • Cash on Delivery (COD): Refunds will be issued via bank transfer or store credit, based on your preference.

4.3 Partial Refunds

If the returned product is damaged, used, or missing parts, we may offer a partial refund, or we may reject the return request altogether. This will be assessed on a case-by-case basis.

5. Exchanges

At this time, we do not offer direct exchanges for products. If you wish to exchange an item for a different size, color, or type, you must return the original product for a refund and then place a new order for the desired item.

6. Damaged or Defective Products

6.1 Reporting Damaged Products

If you receive a damaged or defective product, please contact us within 48 hours of receiving the order. We will arrange for the product to be returned and offer a replacement or full refund, depending on the situation.

Please include the following details when reporting a damaged or defective product:

  • Photos of the damaged product.
  • Order number and date of receipt.
  • Description of the damage or defect.

7. Order Cancellations

7.1 Cancellation Before Shipment

You may cancel your order within 24 hours of placing it, provided that the order has not yet been shipped. To cancel an order, contact our customer support team immediately with your order details.

7.2 Cancellation After Shipment

If your order has already been shipped, it cannot be canceled. You will need to return the product following the standard return process once it is received.

8. Limitations and Exclusions

  • Velo Nicotine reserves the right to refuse any return or refund requests that do not comply with our Return and Refund Policy.
  • We do not accept responsibility for any items lost or damaged in transit during the return process. Please ensure you use a reliable shipping service with tracking.

9. Customer Support

If you have any questions or need assistance with your return or refund, please contact our customer support team at:

By purchasing our products, you agree to the terms of this Refund and Return Policy.