Refund & Return Policy
Last updated 27 October 2026
Returns within 7 days
You can return sealed, unopened products within 7 days of delivery. Products must be in their original packaging with seals intact.
Damaged or wrong items
If an item arrives damaged or you receive the wrong product, message us within 48 hours with a photo and we'll replace it free of charge.
Items we can't accept
For hygiene and safety reasons we can't accept opened TEREA packs, used devices or used pods, unless they arrived faulty.
Faulty devices
If an IQOS ILUMA device doesn't work on arrival, contact us within 48 hours and we'll arrange an exchange after checking it.
Refunds
Approved refunds are paid by bank transfer or cash, normally within 7 working days of us receiving the returned item.
How to start a return
WhatsApp +971 54 301 9680 with your name, order details and the reason for the return, and we'll arrange collection.