سياسة الاستبدال والإرجاع | Return & Exchange Policy

Return & Exchange Policy

Welcome to El-Mazaj.com! We always aim to provide the best experience for our customers. Please review the following important details to ensure your full satisfaction.

Return & Exchange Period

You can return or exchange any product within 14 days from the delivery date, provided it is in its original packaging and has not been opened or used.

Products that have been opened or used cannot be returned. Please make sure you received the correct product and specifications before unboxing.

General Conditions

• All products sold on our website are 100% original and sealed in their manufacturer’s packaging.
• We are not the manufacturer. Each product is produced by its original brand, which can be contacted for any technical inquiries.
• Product details and contents are listed on the manufacturer’s official website and printed on the product box — please review before purchasing.
• We are not responsible for misuse or incorrect product selection. Please review product instructions carefully before buying.

Manufacturing Defects

Replacement is available only for clear manufacturing defects reported within 24 hours of receiving the product.

Definition of Manufacturing Defects

The following do not count as defects: minor leakage, battery depletion rate, heat, flavor, or responsiveness — these are natural device characteristics.

A manufacturing defect refers to rare issues such as a non-working device, display lines, button malfunction, or physical body damage.

Product-Specific Policies

• Disposable devices: If the device doesn’t work upon delivery, we replace it free of charge. If it works initially but later stops, it’s considered a natural device behavior and cannot be replaced or returned.
• Vape devices: If a defect is reported within 24 hours, the device will be replaced with a new one, minus the cost of consumable parts.
• Tanks / Cartridges: Can be replaced only if a defect is reported within the first day of receipt.
• Coils / Replacement parts: If a coil is defective upon first use, it will be replaced after technical evaluation.
• Imported liquids: Cannot be returned or replaced unless expired and the bottle remains sealed.
• Local liquids: Can be exchanged or returned after contacting customer support.

How to Report a Defective Product

Record a short video clearly showing the issue and send it to our technical support team via our Contact Us page for evaluation and replacement if necessary.

General Vape Usage Tips

• Nicotine level: If you vape frequently without satisfaction, increase the level slightly. If you feel dizzy or get headaches, lower it.
• When to change the coil: No fixed time — change it when you notice a burnt or unpleasant taste.
• Cleaning the tank: Remove the coil, rinse the tank with water, dry it well, and reassemble. Never wash the coil itself.
• Changing flavors: Empty the tank completely, dry-burn gently on low wattage to remove residue, then add the new liquid.
• General hygiene: Clean your device regularly, wipe leakage around the tank or cartridge, and sanitize the mouthpiece often.

Thank you for choosing El-Mazaj. We wish you an enjoyable experience and products that truly match your mood!