Refund and Returns Policy
We want you to be happy with your order. Because TEREA is a tobacco product, there are some limits on what we can take back.
TEREA sticks
- We cannot accept returns of opened TEREA packs or cartons.
- Unopened, sealed packs can be returned within 3 days of delivery if you ordered the wrong flavor. Contact us first on WhatsApp.
IQOS ILUMA i devices
- Unused devices in their original, sealed box can be returned within 7 days of delivery.
- If a device is faulty when it arrives, contact us within 7 days and we will check it and replace it if the fault is confirmed.
Damaged, wrong or missing items
If your order arrives damaged, or you received the wrong product or not everything you ordered, contact us within 24 hours of delivery with a photo. We will replace the item or refund it at no extra cost.
How refunds work
Because all orders are paid with Cash on Delivery, approved refunds are paid in cash when we collect the item, or by bank transfer within 7 working days. Delivery charges are refunded only if the mistake was ours.
How to start a return
Message us on WhatsApp +971 54 508 7640 or email [email protected] with your order number and the reason for the return.