Refund policy

Please read this policy carefully before purchasing. Because we sell heated-tobacco sticks, e-liquids, disposable vapes, and related consumable products, most items are non-returnable once your order has shipped, for hygiene and regulatory reasons.

Damaged, defective, or incorrect items

If your order arrives damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery on WhatsApp +971 52 386 0506, with a photo of the item and your order number. Once verified, we'll arrange a free replacement or a full refund to your original payment method — whichever you prefer. You do not need to mail anything back to us for this process.

Non-returnable items

Opened or used consumable products (HEETS, TEREA, e-liquids, disposable vapes), hygiene-sensitive items (mouthpieces, pod systems, coils), and any item without its original sealed packaging cannot be returned or exchanged, in line with standard practice for vaping and heated-tobacco products across the UAE.

Order cancellations

You can cancel or change an order free of charge any time before it has shipped. Once an order has been dispatched for delivery, it can no longer be cancelled or amended.

Refund timing

Approved refunds are issued to your original payment method within 5–10 business days. Processing times after that depend on your bank or card provider.

Age restriction

All products on this site are restricted to customers 18 years and older. Orders may be refused at delivery if age cannot be verified.

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