Refund Policies
At Al Fakher 24h, we place great importance on providing our customers with a seamless 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 issues with your order. Please read the following conditions carefully to better understand our refund processes.
1. Cancellation of orders and right to refund
We understand that circumstances may change after an order has been placed. If you wish to cancel your order, please notify us within 24 hours of purchase. During this period, provided your order has not yet been processed or dispatched, we will refund the full purchase amount. Orders that are already being processed or are in transit are subject to the conditions below.
Refunds after 24 hours
After the first 24 hours have elapsed, most orders are already in the processing or shipping phase. In such cases, refunds can be reviewed under certain conditions:
- Partial refunds of up to 50% are possible in special cases if the order has not been dispatched yet, but processing costs have been incurred.
- Once the order has been dispatched, no refund can be made.
3. Refunds after dispatch
Once an order has been shipped and a tracking number has been created, the order is excluded from a refund. We recommend that you carefully review your order details before purchasing to avoid any problems after shipping.
4. Defective or damaged products
At Al Fakher 24h, we place great emphasis on quality and only sell products from trusted brands such as Al Fakher. If a product is nevertheless defective or damaged upon arrival, we offer you a replacement or refund under the following conditions:
- Complaints regarding defects must be reported within 7 days of receipt of the product.
- For quality assurance, 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 transit. If your order is detained or seized by customs and not released within a reasonable time, we offer a full refund of the purchase price. Please note that while we do our best to assist with customs issues, delays caused by customs authorities are beyond our control.
6. Incorrect shipping information
It is the customer's responsibility to provide correct shipping information. If an order is returned to us due to incorrect details (such as incomplete or incorrect addresses) the customer will be liable for the additional postage costs of re-shipping the order.
7. Refunds for large and collective orders
For customers ordering disposable e-cigarettes in larger quantities or through our wholesale service, slightly different refund policies apply:
- Large orders are usually not refundable after dispatch as they are substantial orders.
- In cases where there are disputes over product quality or incorrect items supplied, partial refunds or replacement deliveries may be offered following thorough examination of the claim.
- Please note that large orders are subject to a rigorous quality control check prior to shipping to ensure that the products meet the highest standards.
8. How to request a refund
To request a refund, please proceed as follows:
- Contact our customer service by email at [email protected] within the specified time frame.
- Please provide your order number and a brief description of the issue.
- We will review your request within 3-5 working days and provide feedback.
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 are committed to resolving 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 shopping at Al Fakher 24h, you agree to the conditions described in this refund policy.