Refund Policy
At Al Fakher 24h, we attach great importance to providing our customers with a smooth and satisfactory experience when purchasing Al Fakher disposable e-cigarettes. Our refund policy is designed to provide clarity and ensure a fair resolution in the event of returns or problems with your order. Please read the following terms and conditions carefully to better understand our refund processes.
1. Order cancellation and refund claim
We understand that circumstances may change after an order is placed. If you wish to cancel your order, please notify us within 24 hours of purchase. During this period, if your order has not yet been processed or shipped, we will refund the full purchase amount. Orders already in processing or shipping are subject to the conditions below.
2. Refunds after 24 hours
After the first 24 hours, most orders are already in the processing or shipping phase. In such cases, refunds may be considered under certain conditions:
- Partial refunds of up to 50 % are possible in special cases where the order has not yet been dispatched but processing costs have been incurred.
- Once the order has been dispatched, no refunds can be made.
3. Refunds after shipping
Once an order has been shipped and a tracking number has been created, the order is ineligible for refund. We recommend that you check your order details carefully before purchasing to avoid later problems after shipping.
4. Defective or damaged products
At Al Fakher 24h, we value quality and only sell products from trusted brands like Al Fakher. However, if a product arrives defective or damaged, we will offer you a replacement or refund under the following conditions:
- Complaints about defects must be reported within 7 days of receipt of the product.
- For quality assurance purposes, we may ask you to send us photographic evidence of the damage.
5. Customs and insurance protection
All orders shipped to European countries are insured during transport. If your order is detained or seized by customs and is not released after a reasonable period of time, we will offer a full refund of the purchase price. Please note that while we do our best to help with customs issues, delays caused by customs authorities are beyond our control.
6. Incorrect shipping information
It is the customer's responsibility to provide accurate shipping information. If an order is returned to us due to incorrect information (such as incomplete or incorrect addresses), the customer will be responsible for additional shipping costs to reship the order.
7. Refunds for bulk and bulk orders
Slightly different refund policies apply to customers ordering disposable e-cigarettes in bulk or through our wholesale service:
- Bulk orders are generally non-refundable once shipped as they are larger orders.
- In cases where there are disputes about product quality or incorrectly delivered items, partial refunds or replacements may be offered after thorough investigation of the claim.
- Please note that bulk orders undergo strict quality control before shipping to ensure products meet the highest standards.
8. How to request a refund
To request a refund, please follow these steps:
- Contact our customer service by email [email protected] within the specified time frame.
- Include your order number and a brief description of the problem.
- We will review your request and provide feedback within 3-5 working days.
Our goal at Al Fakher 24h is to offer you the best disposable e-cigarettes with fast, insured shipping and the highest quality. We value your trust and strive to resolve any issues quickly and fairly.
If you have any further questions or concerns, please do not hesitate to contact our support team. We will be happy to help you.
By purchasing from Al Fakher 24h, you agree to the terms and conditions described in this refund policy.