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Refund Policy

Last updated September 24, 2026

Delivery time

Within 2 hours after your order is confirmed.

Delivery charge

Free on orders of AED 200 and above. AED 30 below that.

Payment

Cash on delivery, Card machine on delivery.

Age

For adults 18+ only. ID may be checked at the door.

Summary

  • No refunds or exchanges once an order has been delivered.
  • Faulty or damaged items are replaced if you report them within 12 hours of delivery.
  • Damage caused by misuse is not covered.

Before delivery

You can change or cancel your order at no cost before it leaves for delivery. Message us on WhatsApp with your order number. If you already paid online, we refund the full amount to the same payment method.

Faulty or damaged items

Check your order when it arrives. If a pack is damaged or a device does not work, contact us within 12 hours of delivery with your order number and a photo or short video of the problem. We will arrange a replacement.

What is not covered

  • Opened packs of tobacco sticks, unless they were faulty on arrival.
  • Devices damaged by misuse. For example, a broken heater inside an IQOS ILUMA holder or a device that has been dropped or exposed to water.
  • Faults reported more than 12 hours after delivery. After that, device faults fall under the manufacturer’s warranty where it applies, and we will help you with the claim where we can.
  • Using TEREA sticks in the wrong device, such as IQOS 3 or Lambda CC.

How to make a claim

WhatsApp +971 50 242 0254 or email [email protected] with your order number, the item and what went wrong.