1. Overview
TEREA Dubai supplies genuine, factory-sealed heated tobacco products across Dubai and the UAE. This policy sets out when refunds, replacements, or store credit may be approved, and what we need from you to process a claim.
2. When you can claim
We will consider a refund or replacement in the following situations:
- You received the wrong product
- The product arrived damaged
- The product was defective on delivery
- You cancelled the order before dispatch
Claims must be reported within 24 hours of delivery. Requests received after that window may not be eligible for review.
3. Sealed products only
For health, hygiene, and safety reasons, we cannot accept refunds, returns, or exchanges on any product that has been opened, used, or tampered with.
This applies to:
- TEREA sticks, in all editions
- TEREA tobacco sticks
- IQOS ILUMA and ILUMA i devices
- Lambda devices
- Device accessories and consumables
Packs and cartons must be unopened, factory-sealed, and in their original packaging to be considered.
One exception: if a device is faulty on arrival, section 6 applies even though you will have unsealed it to find out.
4. Checking your order at the door
Our delivery team will wait while you check what you have received. We would rather resolve a problem at the door than through a claim afterwards.
Please check three things before the driver leaves: the flavour and edition on each pack, the quantity, and that seals are intact. Imported editions arrive with Kazakh, Japanese, Indonesian, or Armenian packaging, which is normal and expected on those ranges rather than a fault.
If anything is wrong, tell the driver and we will replace or refund it there and then.
5. Order cancellations
Before dispatch. Cancel before your order leaves us and you receive a full refund.
After dispatch. Once an order is on its way, delivery charges and any applicable processing fees may be deducted from the refund.
Because we deliver within an hour across Dubai, the window before dispatch is short. If you need to cancel, contact us on WhatsApp rather than by email, as it reaches us faster.
6. Damaged, incorrect, or faulty items
Contact us within 24 hours of delivery with your order number and clear photos or video showing the problem. For a device fault, a short video showing the behaviour and any error lights helps us resolve it far more quickly than photos alone.
Common device issues have straightforward explanations, and it is worth checking these first:
- A device that will not heat may simply need charging
- An IQOS device flashing outside its normal pattern is often outside its 0 to 40°C operating range, which happens easily in a Dubai car in summer. Let it cool and try again
- A TEREA stick will not heat in a blade device, and HEETS will not heat in an induction device. Our device compatibility guide lists every pairing
If none of these applies, we will investigate and provide a replacement, store credit, or refund.
7. Devices and manufacturer warranty
Devices carry their own manufacturer warranty separate from this policy.
IQOS devices come with a Philip Morris warranty, commonly 12 months from the date of purchase, and registering the device usually activates full cover. For faults appearing after the delivery window, that warranty is normally the faster route, and we will help you start the process.
Lambda is a third-party manufacturer with no Philip Morris warranty. Any cover on those devices comes from us as the retailer, so contact us directly.
8. How refunds are paid
Once a claim is approved and any returned product has been inspected:
- Card payments are refunded to the original payment method
- Cash on delivery orders are refunded by bank transfer or store credit, whichever you prefer
- Processing times vary depending on your bank or payment provider
9. Approval
All refund requests are subject to verification and approval. We reserve the right to decline any refund, return, or exchange that falls outside this policy.
10. Contact us
For anything refund-related, reach us here:
TEREA Dubai Address: Downtown Views 2, Tower 3, Office 3504, Dubai, UAE Call / WhatsApp: +971 52 778 5396 Email: order@terea-dubai.ae Website: https://terea-dubai.ae
WhatsApp is the fastest way to reach us for a time-sensitive claim.