Last updated: 29 July 2026

At TereaVibe (tereavibe.ae), customer satisfaction is important to us, and we want every purchase you make to be a positive experience. This Refund & Returns Policy explains how returns, exchanges, and refunds work when you order IQOS Terea Iluma products from our website. Please read this policy carefully before making a purchase, as it forms part of the terms under which we sell our products.

By placing an order with TereaVibe, you agree to the terms outlined below.

1. Our Return Window

We offer a 7-day return and refund window, starting from the date you receive your order. If you are not satisfied with your purchase, or if there is an issue with the product you received, you must contact us within 7 days of delivery to be eligible for a return, exchange, or refund. Requests made after this 7-day period will not be accepted, except where required by UAE consumer protection law.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The request must be made within 7 days of the delivery date.
  • The product must be unused, unopened, and in its original, undamaged packaging, with all seals intact.
  • The product must be free from any signs of tampering, damage caused by the customer, or use.
  • You must provide proof of purchase, such as your order number, invoice, or order confirmation email.
  • The item must be one that was purchased directly through tereavibe.ae.

Because IQOS Terea Iluma sticks are a consumable, sealed tobacco-related product, we are only able to accept returns where the packaging is fully sealed and unopened. This policy exists for hygiene, safety, and regulatory reasons, and also protects you as a customer by ensuring you never receive a previously opened or tampered product from another return.

3. Non-Returnable Situations

We are unable to accept returns or issue refunds in the following situations:

  • The product packaging has been opened, unsealed, or shows any sign of use.
  • The request is made after 7 days from the delivery date.
  • The item was damaged due to misuse, improper storage, or mishandling after delivery by the customer.
  • The product was purchased from any third party or reseller other than tereavibe.ae directly.
  • Any promotional, discounted, or clearance items explicitly marked as “final sale” at the time of purchase (if applicable).

4. Damaged, Defective, or Incorrect Items

We take great care in packaging and checking every order before it is shipped. However, if you receive:

  • A damaged product (damaged in transit or otherwise),
  • A defective product,
  • The wrong item, or
  • An incomplete order (missing items),

please contact us within 7 days of delivery with your order number and, where possible, clear photos of the item and packaging received. This helps us investigate the issue quickly and resolve it fairly. In these cases, we will offer a replacement or a full refund, at your preference, and we will not require the product to be unopened, since the issue was not caused by you.

5. How to Request a Return or Refund

To start a return or refund request, please contact our support team through any of the following channels within 7 days of receiving your order:

📞 Phone / WhatsApp: +971 56 554 9089
✉️ Email: tereadubaishop@gmail.com
📍 Business Bay, Dubai, United Arab Emirates

When reaching out, please include:

  1. Your order number
  2. The reason for the return or refund
  3. Photos of the product and packaging (if the item is damaged, defective, or incorrect)

Our team will review your request and respond within 1–2 business days with the next steps, including whether the item needs to be returned to us and how the return process will work.

6. Return Shipping

  • If the return is due to our error (wrong item shipped, damaged in transit, or defective product), TereaVibe will cover the cost of return shipping.
  • If the return is due to a change of mind (and the product remains sealed, unopened, and eligible under Section 2), the customer may be responsible for the return shipping cost, unless otherwise agreed with our support team.
  • We recommend using a trackable delivery method when sending items back to us, as TereaVibe is not responsible for items lost in transit during the return process.

7. Refund Process

Once we receive and inspect the returned item (where applicable), we will notify you of the approval or rejection of your refund via email or WhatsApp.

  • If approved, your refund will be processed within 5–7 business days.
  • Refunds will be issued to the original payment method used at the time of purchase, wherever possible. If the original payment method cannot be used (for example, for cash-on-delivery orders), we will coordinate an alternative refund method with you directly, such as bank transfer.
  • Please note that depending on your bank or payment provider, it may take additional time for the refund to reflect in your account after it has been processed on our end.

8. Exchanges

If you would prefer an exchange instead of a refund (for example, a different flavor or variant), please mention this when you contact our support team. Exchanges are subject to the same 7-day window and eligibility conditions as returns, and are subject to product availability at the time of the request.

9. Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it. We are able to cancel orders free of charge only if the order has not yet been processed or shipped. Once an order has been dispatched, it will be treated under this Refund & Returns Policy rather than as a cancellation.

10. Age & Legal Compliance

IQOS Terea Iluma products are intended for adult users only, in line with UAE regulations regarding tobacco and tobacco-related products. By placing an order, you confirm that you are of legal age to purchase such products in the UAE. TereaVibe reserves the right to refuse, cancel, or refund any order where age or legal eligibility cannot be confirmed.

11. Changes to This Policy

TereaVibe may update this Refund & Returns Policy from time to time to reflect changes in our practices or for legal or regulatory reasons. Any changes will be posted on this page, and the “Last updated” date at the top will reflect the most recent revision. We encourage customers to review this policy periodically.

12. Contact Us

If you have any questions about this Refund & Returns Policy, or need help with an existing order, please don’t hesitate to reach out:

📍 Business Bay, Dubai, United Arab Emirates
📞 +971 56 554 9089
✉️ tereadubaishop@gmail.com

We’re a small, independent team, and we genuinely want to make things right if something goes wrong with your order. Thank you for shopping with TereaVibe.