Refund & Returns Policy

1. Overview

TEREA Dubai is committed to providing 100% authentic and high-quality products. If you experience an issue with your order, we are here to assist you in accordance with the terms outlined below and applicable UAE regulations.

Due to the nature of tobacco-related products, certain return restrictions apply.

2. Eligibility for Returns

To be eligible for a return:

  • The item must have returning issues
  • The item must be unused and unopened
  • The product must remain in its original sealed packaging
  • The return request must be made within 48 hours of delivery
  • Proof of purchase (order number or receipt) must be provided

For hygiene, safety, and regulatory reasons, we cannot accept returns of opened or used tobacco-related products.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used tobacco products
  • Damaged items caused by misuse or improper handling
  • Products returned without original packaging
  • Clearance or promotional sale items (if applicable)

4. Damaged or Incorrect Items

If you receive:

  • A damaged item
  • An incorrect product
  • A missing item

Please contact us within 24 hours of delivery with clear photos and your order number. After verification, we will arrange a replacement or refund where applicable.

5. Refund Process

Once your return is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds will be processed to your original payment method
  • Refund processing time may vary depending on your payment provider

Shipping fees (if applicable) are non-refundable unless the return is due to our error.

6. Return Shipping

Customers may be responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item supplied by us.

We recommend using a trackable shipping service for returns.

7. Order Cancellations

Orders may only be cancelled before dispatch. Once an order has been processed or shipped, cancellation may not be possible.

8. Age Compliance

All products sold on this website are intended strictly for adults aged 18 years and above in accordance with UAE regulations.

9. Contact Us

For all return and refund inquiries, please contact our customer support team with your order number and relevant details. We aim to respond promptly and resolve issues efficiently.