Last Updated: February 4, 2026

1. Our Commitment At IQOSHEETS-UAE.AE, we ensure that all products sold are 100% authentic and sealed. Due to the nature of our products (tobacco consumables and personal electronics), we adhere to a strict hygiene and safety policy compliant with UAE consumer protection standards.

2. Return Window You must report any issues, damages, or discrepancies with your order within 48 hours (2 Days) of delivery. Claims made after this period will not be accepted.

3. Policy by Product Category

A. Tobacco Consumables (TEREA, HEETS, etc.)

• Non-Returnable: Due to health and hygiene regulations, we cannot accept returns or exchanges on any tobacco sticks once the outer packaging/seal has been opened or tampered with.

• Wrong Flavor Received: If you received a flavor different from what you ordered, please do not open the box. Contact us immediately, and we will arrange a free exchange.

B. Electronic Devices (IQOS ILUMA, LAMBDA, etc.)

• Dead on Arrival (DOA): If your device does not power on or function upon first use, we will replace it immediately free of charge.

• Manufacturing Defects: Devices are covered by a 2-Day Replacement Warranty for internal technical faults.

• Exclusions: This warranty does not cover physical damage, water damage, scratches, or issues caused by using non-compatible accessories.

4. Change of Mind

• If you wish to return a product simply because you changed your mind, it must be unopened, factory-sealed, and in re-sellable condition.

• In such cases, the customer is responsible for the return shipping fee (AED 20 - AED 30).

• The original shipping fee is non-refundable.

5. Refund Process Once your return is received and inspected by our team:

• Approved: We will notify you via email/WhatsApp.

• Credit Card Orders: Refunds will be processed to the original card within 5–7 business days (depending on your bank).

• Cash on Delivery (COD) Orders: Refunds will be issued via Bank Transfer or as Store Credit for your next purchase. We cannot refund cash via courier.

6. Order Cancellations

• Before Dispatch: Full refund (No charges).

• After Dispatch / Refused Delivery: If the courier has already picked up your order, or if you refuse delivery at the doorstep without a valid reason, the shipping fee will be deducted from your refund.

7. How to Initiate a Return To start a return, please contact our support team with your Order Number and a Photo/Video of the issue:

• WhatsApp: +971 56 670 5647

• Email: info@iqosheets-uae.ae