Return & Refund Policy

Faulty, damaged or wrong items

If a product is faulty, arrives damaged, or you received the wrong item or the wrong quantity, you can choose a refund or a replacement.

1. Send photos first. Message us on WhatsApp within 12 hours of receiving your order, with your order number and clear photos of the problem. Claims sent after 12 hours, or without photos, may not be accepted.
2. We check the photos and confirm the next step. If we need the item back, we arrange it and cover the cost.
3. Once approved, we send a replacement or refund you, whichever you prefer.

Please keep all packaging until the issue is sorted.

Unboxing video for delivery damage

Please record a video while you open your parcel, from the sealed package to the products inside. If something was damaged during delivery, we need this unboxing video to make a claim with the delivery company. Without it, we may not be able to accept a delivery-damage claim.

If the outer package looks damaged when it arrives, take a photo before you open it and tell the driver or message us straight away.

Change-of-mind returns

You can return a product you no longer want within 7 days of delivery, as long as:

• it is unused and unopened, with any seal or shrink-wrap intact;
• it is in its original packaging, in the same condition you received it;
• you have your order number or order confirmation.

For change-of-mind returns you pay the return delivery cost, and the original delivery fee isn’t refunded.

What can’t be returned

For health and hygiene reasons, the following can’t be returned unless they are faulty or we sent the wrong item:

• opened pods, cartridges and coils;
• opened TEREA packs or cartons, and any opened heated tobacco sticks;
• disposable vapes once the packaging is opened;
• opened e-liquids, nicotine pouches and shisha tobacco;
• items bought on sale or with a discount code, unless faulty.

How to start a return

Please don’t send anything back without contacting us first. Returns sent without approval, or to the manufacturer, can’t be processed.

1. Message us on WhatsApp or email [email protected] with your order number and the item you want to return.
2. We confirm whether the item is eligible and send you the return address or arrange a collection.
3. Pack the item securely in its original packaging. If you send it yourself, we recommend a trackable service.

Refunds

Once we receive and check the returned item, we’ll message you to confirm whether the refund is approved.

• Card or payment-link orders: refunded to the original card or account.
• Cash on delivery or bank transfer orders: refunded by bank transfer to an account in your name. We’ll ask you for the details.
• Approved refunds are processed straight away and usually reach you within 5–10 business days, depending on your bank.
• If the return is approved for a damaged, faulty or wrong item, we refund the full amount, including delivery.
• Card processing fees (5%) are refunded only if the return is due to our mistake or a faulty product.

If a returned item comes back used, damaged or incomplete through no fault of ours, we may offer a partial refund or return it to you.

Haven’t received your refund after 10 business days? Check with your bank first, then contact us and we’ll look into it.

Device problems later on

If a device develops a problem after the first 12 hours, message our WhatsApp support with your order number, photos or a short video. We’ll help you troubleshoot and, where the device is eligible, help with a repair or replacement. Damage from drops, water, misuse or unofficial chargers isn’t covered.

Exchanges

Want a different flavour or model? Return the unopened item under the change-of-mind rules above and place a new order, or ask us on WhatsApp and we’ll arrange a direct exchange where possible. Faulty or damaged items are exchanged free of charge.

Cancelling an order

You can cancel free of charge before your order leaves us. Message us on WhatsApp as soon as possible with your order number. Once the order is on its way, it is treated as a return.

Other issues and contact

For any other issue with your order, our WhatsApp support team is the fastest way to get help. Need help with a return? Message us on WhatsApp, call +971 52 703 9137 or email [email protected].

This policy does not affect your rights under UAE consumer protection law.