Refunds and Returns
If something is wrong with your order, tell us and we will fix it. This page sets out how.
Damaged, faulty or wrong items
Contact us within 24 hours of delivery at [email protected] or, and include your order number and a photo of the item. If it arrived damaged, expired, leaked, empty or is simply not what you ordered, we will replace it or refund you — your choice — with no forms to fill in.
Change of mind
For hygiene and safety reasons we cannot accept returns of opened or used tobacco sticks, devices or accessories. Unopened items in their original, sealed packaging may be returned within 7 days of delivery, provided they are unused and in resaleable condition. Return delivery costs are the customer’s responsibility unless the item was faulty or we sent the wrong thing.
How refunds are issued
Refunds go back to the original payment method. Cash on delivery orders are refunded by bank transfer or store credit — tell us which you prefer. Refunds are processed within 3 business days of approval; your bank may take longer to show it.
What we cannot refund
- Opened or used consumable or hygiene items (tobacco sticks, devices, accessories).
- Gift cards and promotional credits.
- Items damaged after delivery through misuse or incorrect storage.
- Orders cancelled because age could not be verified at delivery.
Missing or undelivered orders
If a delivery is marked complete but you have not received it, contact us within 48 hours. We will track it with the rider and either redeliver or refund you in full.
How to start a return
Email [email protected] with your order number, or message us with our team. Open daily 9:00 AM – 1:00 AM.
Order with confidence
Clear returns, real stock, same-day delivery across the Emirates.
How to request a return or refund
Email [email protected] with your order number and the issue, or raise it with the rider at handover — if a carton’s seal is broken on arrival, refuse the parcel there and then. Because these are nicotine products with an 18+ requirement, returns are accepted when the carton seal is intact and the request reaches us within 7 days of delivery.
How the refund is paid
Once the returned item is received and checked, the refund goes back the way the order was paid — card refunds to the same card, and cash-on-delivery orders refunded by bank transfer. Faulty devices are handled separately under the manufacturer’s warranty rather than as a return; contact the support desk and the case is opened for you.
Where to send correspondence
IQOS TEREA Dubai, Al Barsha 1, Dubai, UAE. The support desk is staffed daily from 9:00 AM to 1:00 AM, and the delivery page has the full emirate-by-emirate windows.