Authenticity & Genuine Products
Buying IQOS devices, HEETS or TEREA in Dubai? Product names, packaging and origin information can differ by market. Here is a practical way to check a listing before ordering and document a problem if the item delivered does not match.
Check the exact listing first
Compare the product name, flavour, pack quantity, device compatibility, images and any market or origin details shown on the product page. Do not assume two products with similar names have the same contents or work with the same device. If a detail matters to your purchase but is not clear in the listing, ask us before checkout.
Does imported packaging mean a product is counterfeit?
Not by itself. Packaging and labelling may vary between markets and production runs. Equally, a familiar-looking box alone is not proof of authenticity. Compare the item received with the listing, including its name, quantity, packaging condition and any batch or lot information visible on the pack. Keep your order details if you need to raise a concern.
What to inspect on arrival
- Compare the product name, flavour, model and pack count with your order.
- Look for signs that packaging has been opened, damaged or tampered with.
- Check visible labels and batch or lot information where provided; do not rely on a single visual detail as conclusive proof.
- For a device, compare the model and included accessories with the listing and inspect its condition before use.
- Do not use a product that arrives open, leaking, damaged or visibly different from what you ordered.
HEETS versus TEREA: check your device
HEETS and TEREA are different stick formats and are not interchangeable. TEREA is intended for compatible IQOS ILUMA devices; HEETS are intended for compatible older IQOS systems. Confirm your exact device model and the product listing before ordering, and follow the manufacturer's instructions rather than forcing a stick into a device.
If something does not match
Before using the product, photograph the outer packaging, labels, item and any visible damage. Keep your order number and contact us through our Contact page or WhatsApp at +971 52 386 0506. Explain what differs from the listing so we can review it against your order and our refund policy. For delivery terms, see our shipping policy.
Common questions
Can I verify authenticity from a photo of the box?
A photo may help identify obvious discrepancies, but it cannot establish authenticity on its own. Check the full listing and the physical product, and contact us if you see a mismatch.
What if the packaging language differs from what I expected?
Market-specific packaging can vary. Compare any market information stated on the listing with the item received, and contact us before use if it does not match.
What if my pack arrives open or damaged?
Do not use it. Take clear photos of the item and packaging and contact us with your order number. The applicable policy explains how order issues are assessed.
These products are intended for adults. Follow applicable UAE laws and product instructions, and keep nicotine products away from children and pets.