Return Policy

At IQOS Terea UAE Store, we strive to provide you with the best products and shopping experience. We understand that sometimes a return or exchange may be necessary, and we’re here to make the process as smooth as possible. Please read our return policy carefully to understand your rights and our procedures.

Our Commitment

We aim to ensure that every product you receive meets your expectations. If for any reason you are not satisfied with your purchase, we offer a hassle-free return and exchange process under the conditions outlined below.

Return Eligibility

To be eligible for a return or exchange, please ensure the following:

  • Timeframe: Returns must be initiated within 7 days of receiving your order.
  • Condition: Products must be unused, unopened, and in their original packaging with all tags, seals, and accessories intact.
  • Proof of Purchase: A copy of your order confirmation or receipt is required for all returns.
  • Non-Returnable Items: Due to hygiene and safety regulations, opened or used vaping products, e-liquids, or consumables (such as pods or cartridges) are not eligible for return unless defective.

Return Process

  1. Contact Us: To initiate a return, please email us at contact@iqostereauaestore.ae or call us at +971 54 383 5677 within 7 days of receiving your order. Provide your order number, the reason for the return, and whether you’d like a refund or exchange.
  2. Approval: Once your request is received, our team will review it and provide you with a Return Authorization Number (RAN) if approved. Returns without an RAN will not be accepted.
  3. Ship the Product: Securely package the item in its original packaging and ship it back to the address provided by our team. We recommend using a trackable shipping service, as we are not responsible for lost or damaged returns during transit.
  4. Inspection: Upon receiving your return, we will inspect the product to ensure it meets our eligibility criteria.
  5. Refund or Exchange: Once approved, your refund will be processed within 5-7 business days, or your exchange item will be shipped to you based on availability.

Refunds

  • Refunds will be issued to your original payment method (e.g., credit/debit card, bank transfer, or cash on delivery refund via bank transfer).
  • Shipping costs (both original and return shipping) are non-refundable unless the return is due to a defective product or an error on our part.
  • Please allow 5-10 business days for the refund to reflect in your account, depending on your bank or payment provider.

Defective or Damaged Products

If you receive a defective, damaged, or incorrect item, please notify us within 24 hours of delivery by contacting [insert email address] with your order number and photos of the issue. We will:

  • Replace the item at no additional cost, subject to availability, or
  • Issue a full refund, including shipping costs, if a replacement is not possible.

Exchanges

Exchanges are subject to product availability. If the item you want is out of stock, we will offer you a refund or store credit at your discretion. Please note that shipping fees for exchanges are the responsibility of the customer unless the original item was defective or incorrect.

Non-Returnable Circumstances

We reserve the right to deny returns or exchanges if:

  • The product has been used, opened, or damaged after delivery.
  • The return request is made after the 7-day period.
  • The product is returned without prior authorization or proper documentation.

Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped) or a defective product.
  • For approved defective returns, we will reimburse reasonable shipping costs upon receipt of the returned item.

Contact Us

If you have any questions about our Return Policy or need assistance with a return, feel free to reach out to us:

We value your trust in IQOS Terea UAE Store and are committed to ensuring your satisfaction with every purchase.