Return and Refund policy
Refund & Returns Policy
Last Updated: September 2026
At MyCig, we aim to provide our customers with a smooth and reliable shopping experience. Every order is carefully checked and packed before dispatch. If you receive an incorrect, damaged, or defective item, please contact our customer support team as soon as possible.
Return Eligibility
Due to the nature of tobacco and related products, returns and exchanges are subject to specific conditions.
A return may be considered when:
You received the wrong product.
The product was damaged during delivery.
The product has a verified manufacturing defect.
The item does not match the product ordered.
To be eligible for a return or replacement, the product must be unused, unopened, and in its original packaging. You may also be required to provide your order number, receipt, or other proof of purchase.
Non-Returnable Products
For safety, hygiene, and regulatory reasons, we generally do not accept returns of products that have been:
Opened or used
Removed from their original packaging
Damaged after delivery due to customer handling
Modified or tampered with
Purchased incorrectly because of customer selection
Opened tobacco products, cigarettes, heated tobacco products, vape products, pods, and other consumable items are generally not eligible for return or exchange.
Damaged or Incorrect Orders
If your order arrives damaged or you receive a different product from the one you ordered, please contact us promptly.
Please provide:
Your order number
A clear description of the issue
Photos or videos showing the product and packaging
Any relevant delivery information
Our team will review the issue and determine whether a replacement, refund, or another suitable solution is available.
Refunds
Once we receive and review the returned product, we will notify you whether your refund request has been approved or declined.
If your refund is approved, the amount will be returned to your original payment method, subject to your bank’s or payment provider’s processing time.
Refund processing times may vary depending on the payment method and financial institution.
Partial or No Refund
A full refund may not be available if:
The product has been opened or used.
The item is returned without its original packaging.
The product was damaged upon delivery due to improper handling.
The return does not meet the eligibility requirements.
The return request is submitted outside the applicable return period.
Sale and Promotional Products
Products purchased during special promotions, discounts, or clearance offers may be subject to additional return restrictions.
If a promotional product is eligible for a refund, the refund will normally be based on the actual amount paid for the product rather than its original listed price.
Exchanges
We may provide a replacement when an item arrives damaged, defective, or incorrect.
Exchanges are subject to product availability. If the same product is unavailable, MyCig may offer an alternative solution, including a refund where applicable.
Return Shipping
If a return is approved, our customer support team will provide the appropriate return instructions.
Where the return is due to an incorrect or damaged order caused by MyCig or the delivery process, we will review the shipping arrangements with you.
For returns resulting from customer preference or incorrect product selection, return shipping costs may be the customer’s responsibility.
Please do not send any product back without contacting our support team first. Unauthorized returns may not be accepted.
Refunds for Missing or Delayed Orders
If your order has not arrived within the expected delivery timeframe, please contact us with your order number.
We will check the delivery status and work with the relevant delivery service where necessary. A refund or replacement will be considered after the order status has been reviewed.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.
If the order has already been shipped, you may need to follow the applicable return procedure.
How to Request a Return or Refund
To request a return, replacement, or refund, please contact the MyCig support team and provide:
Your order number
The name of the product
A description of the issue
Photos or videos where applicable
Our team will review your request and provide the next steps.
Important Notice
MyCig sells tobacco and related products in accordance with applicable UAE requirements. Customers are responsible for ensuring that they are legally permitted to purchase and receive the products they order.
All refund, return, and exchange requests are reviewed individually and remain subject to applicable UAE laws, regulations, and product restrictions.
Need Help?
If you have questions about a refund, return, replacement, or order issue, please contact our customer support team.
WhatsApp: +971 56 240 8398
Email: info@mycig.ae
We are happy to assist you with your order and help resolve any eligible issue as quickly as possible.