Returns & refunds

1. Your rights come first

This policy covers products purchased from Shishazone. It does not limit mandatory UAE consumer rights or an express warranty or return offer made with your purchase. A request for help is not a waiver of your right to a remedy or compensation.

2. Faulty, damaged, incorrect or incomplete goods

If your item is defective, damaged on arrival, missing parts, different from its agreed description, or you received the wrong item, contact us. Depending on the circumstances and applicable law, the remedy may be repair, replacement, return and refund, or another legally required remedy, without charge for a valid claim.

You may also have return or refund rights where the transaction breaches applicable law, delivery does not meet the agreed terms, or a delay makes the goods unusable for their intended purpose. We will explain the remedy and arrangements applicable to your case.

3. How to request help

1. Call or visit the store with your order number, receipt or other proof of purchase, the affected item and a description of the issue.
2. Keep packaging and photographs where available. Stop using an item that may be unsafe. An unboxing video is not required to make a claim.
3. We will explain how the item can be inspected, collected or returned. Contact us before posting an item so it reaches the correct location.

Report a problem as soon as reasonably possible to help us investigate. This is not a 24-hour or 48-hour deadline that extinguishes a statutory right. Original packaging and prior return instructions help handling; they do not, by themselves, determine whether a statutory claim is valid.

4. Change-of-mind requests

A voluntary return for an item without a fault is separate from your statutory rights. Contact us before purchase to confirm any additional return option. Unless a return offer is stated with your purchase, change-of-mind requests are considered by agreement; this page does not promise a general 14-day or 30-day return window.

If we agree to a voluntary return, we will confirm the deadline, item condition, refund method and any return transport cost before you send it. Keep goods unused and complete while seeking that agreement. Opened hygiene-contact items, used goods, unsealed consumables and personalised goods may be unsuitable for a voluntary return. These considerations do not automatically exclude a claim for a defect or misdescription.

5. Cancellation before delivery

Contact us promptly if you want to cancel. If fulfilment can be stopped, we will confirm cancellation and any refund due. If the order has already been dispatched, we will explain the available return arrangements. This does not restrict cancellation or refund rights arising from our failure to perform the contract.

6. Return costs and refunds

For a valid claim involving faulty, damaged, incorrect or incomplete goods supplied by us, we will arrange the necessary return or collection without charging you for the remedy. We will explain which amounts are being refunded, including any delivery charges due under applicable law.

Refunds are returned to the original payment method where possible. If that is not possible, we will agree an appropriate alternative with you. We will not substitute store credit for a legally due money refund without your agreement. Refund processing and bank posting are separate steps; we will confirm when the refund is submitted and provide available reference details if it is delayed.

7. Warranties and inspection

Any specific manufacturer warranty is described with the product or its warranty documents. We can help with a claim and may need to inspect the item. Ordinary wear, accidental breakage after delivery and damage caused by misuse are different from a manufacturing or supply defect; the cause and applicable rights must be assessed in the circumstances. A manufacturer warranty does not replace Shishazone’s obligations as seller.

8. Contact and complaints

SHISHAZONE Tobacco Trade and Smoking Supplies L.L.C.
Shop No. 6, Platinum Building
Al Mina Street, Dubai
United Arab Emirates

Call +971 55 755 7282
Open daily · 10:00 AM–12:00 AM (Dubai time, UTC+4).

Store information & directions

Contact us with your order reference, a description of the issue and the outcome you are seeking. If we cannot resolve it, you may contact Dubai Department of Economy and Tourism Consumer Protection or the competent UAE authority. The UAE Government consumer protection page lists official complaint channels. You do not have to give up any legal right to use our support process.