TEREA Dubai Returns & Refund Policy
Clear support after delivery
We want every TEREA Dubai order to arrive correctly and in good condition. This policy explains what to do when an item is damaged, defective, incorrect or missing.
Report promptly
Contact us within 24 hours of delivery when an order is damaged, defective, incorrect or incomplete.
Keep it sealed
The product and retail packaging must remain unopened, unused and unactivated while we review the report.
Provide evidence
Send the order number, a clear explanation and photos of the item and its packaging.
Age restricted
All products are for adults aged 18 or over and may require valid ID at delivery.
How to report an issue
Three steps for a replacement review
Submitting complete information helps our team check the order and respond without unnecessary delay.
Contact us within 24 hours
Call or message as soon as you notice a damaged, defective, wrong or missing item. Reports after the 24-hour window cannot be accepted under this policy.
Keep everything unchanged
Do not open, use or activate the product. Keep the outer parcel, product packaging, labels and all supplied items.
Send clear details
Include your order number, a short description and clear photos showing the item, packaging and the reported problem.
We may need packaging, labels or additional photos to verify the claim. Sending complete evidence does not automatically guarantee approval; each eligible report is reviewed.
Eligibility
What can and cannot be accepted
Hygiene and safety restrictions apply because the store sells tobacco, nicotine and vape consumables.
Eligible for review
A replacement review may be available when all policy conditions are met.
- Wrong product supplied
- Item damaged on arrival
- Product appears defective before use
- Order is incomplete
- Reported within 24 hours with proof
- Product remains sealed and unopened
Not eligible
We cannot accept returns, exchanges or refunds in these situations.
- Product has been opened or used
- Device or consumable has been activated
- Flavour preference or change of mind
- Report submitted after 24 hours
- Missing proof of purchase
- Damage caused after delivery
Important conditions
Proof, replacements and age verification
Proof of purchase
Keep your order confirmation or receipt. We need it to confirm that the item was purchased from TEREA Dubai and to locate the order details.
If an eligible wrong, damaged or defective sealed item is approved, we will arrange the applicable replacement without an additional replacement charge.
Adults 18+ only
Every product on this website is restricted to adult customers aged 18 or over. A valid government-issued ID, such as an Emirates ID or passport, may be required at delivery.
Delivery cannot be completed when required age verification is unsuccessful.
Policy FAQ
Frequently asked questions
Quick answers about returns, replacements and order problems in Dubai and the UAE.
Can I return an opened TEREA or vape product?
No. Tobacco, nicotine and vape consumables cannot be returned or exchanged after they have been opened, used or activated for hygiene and safety reasons.
What should I do if the wrong item arrives?
Keep the item sealed and contact us within 24 hours. Send your order number, a description and clear photos of the item and packaging for review.
Do you offer refunds for a change of mind?
No. Change-of-mind, flavour-preference and opened-product returns are not accepted. Please review the product name, regional edition and compatibility before ordering.
What if part of my order is missing?
Report the missing item within 24 hours of delivery and include your order number, parcel photos and a list of what was received.
How long do I have to report damage?
You must contact us within 24 hours of delivery. Keep the product and all packaging unchanged while the report is reviewed.
How do I contact the support team?
Call or WhatsApp +971 54 703 5056, or email tereadubai@gmail.com. Include your order number and clear evidence when reporting an item issue.
Need to report an order problem?
Have your order number, photos and delivery details ready.