Last updated: October 2026

Because our products are tobacco products and electronic devices, we can accept returns only in the situations below. Please check your order when it is delivered.

Wrong or Damaged Items

If you receive the wrong product, or a carton or device arrives damaged, contact us within [24 hours] of delivery on our whatsapp number with your order number and photos. We will replace the item or refund you once the issue is confirmed.

Tobacco Sticks (TEREA and HEETS)

• Sealed cartons: Unopened cartons in their original seal may be returned within [3 days] of delivery, if you have changed your mind.
• Opened products: For hygiene and safety reasons, opened cartons or packs cannot be returned or refunded.

IQOS Devices

• No warranty: Our IQOS devices are sold without a warranty.
• Check on delivery: Please check that your device switches on and works when it arrives, and report any fault within [24 hours].
• Used devices: Devices that have been used, damaged after delivery or are missing parts cannot be returned.

Order Cancellations

You can cancel your order free of charge before it leaves for delivery. Once the order is out for delivery, it can be refused only for the reasons above.

How Refunds Are Paid

• Cash payments: Refunded in cash or by bank transfer within [5 working days].
• Card payments: Refunded to the same card within [7 to 14 working days], depending on your bank.

Delivery charges and the 2.5% card processing fee are non-refundable unless the error was ours.