Returns
Return & Refund Policy
Our returns process, what qualifies, and how refunds are handled — clearly and fairly.
Overview
We want you to be happy with your purchase. You may request a return within 14 days of receiving your order, subject to the conditions below.
Eligibility
To be eligible for a return, an item must be:
- Unused and in its original, unopened, sealed packaging.
- In the same condition you received it, with all accessories and inserts.
- Accompanied by proof of purchase (order number or receipt).
Items that cannot be returned
For health, safety and hygiene reasons, the following are non-returnable once opened or used:
- TEREA sticks and any heated-tobacco consumables that have been opened or had their seal broken.
- Items marked as final sale or clearance.
Faulty or defective devices
IQOS ILUMA devices are covered by the manufacturer’s warranty. If a device is faulty, contact us and we will help with a warranty repair, replacement or refund in line with the warranty terms.
How to start a return
- Contact us using the details below with your order number and reason.
- Our team will confirm whether the item qualifies and share return instructions.
- Send the item back (or arrange collection where offered) in its original packaging.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method, typically within 7–14 business days, depending on your bank or provider. Original delivery charges are non-refundable unless the return is due to our error.
Exchanges
Prefer a different item? Contact us and, where the original qualifies for return, we will help arrange an exchange.
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