Return and Refund Policy - Tereapoint

At TereaPoint, customer satisfaction and product authenticity are our priorities. Every product is carefully inspected before dispatch to ensure it reaches you in excellent condition.

As we supply tobacco products, heated tobacco devices, vape products, and related accessories, our return and refund policy follows UAE consumer protection regulations together with hygiene and safety requirements. Please review the following terms before requesting a return or refund.

Return Request Period

Return requests must be submitted within 72 hours of receiving your order.

Any request made after this period may not qualify for return, replacement, or refund unless required under applicable UAE consumer protection laws.

Products Eligible for Return

A return request may be accepted in the following situations:

  • The product arrives physically damaged during shipping.
  • You receive an incorrect product or wrong variation.
  • The item has a verified manufacturing defect before use.
  • The package is incomplete or essential accessories are missing.
  • The delivered item does not match the confirmed order.

All requests are subject to verification by the TereaPoint support team.

Items That Cannot Be Returned

For hygiene, health, and safety reasons, the following items cannot be returned:

  • Opened or used IQOS devices.
  • Opened TEREA, HEETS, nicotine pouches, vape pods, disposable vapes, or e-liquids.
  • Products with broken factory seals.
  • Items damaged due to misuse, accidental drops, water exposure, or unauthorized repairs.
  • Products returned without original packaging or accessories.
  • Returns requested because of flavor preference, taste, or personal choice.
  • Products reported more than 72 hours after delivery.

Important: Consumable tobacco and vaping products become non-returnable once opened or used.

Return Approval Procedure

To help us process your request quickly, please get in touch with our customer support team before returning any product.

Before submitting a return request, please provide:

  • Your Order Number.
  • A clear explanation of the issue.
  • Clear photos of the product and packaging.
  • An unboxing video (required for damaged or missing item claims).
  • Any additional information requested by our support team.

After reviewing your request, our team will normally respond within 24 to 48 business hours.

Please Note: Products returned without prior approval from TereaPoint may not be accepted.

Return Shipping Policy

Shipping responsibility depends on the reason for the return.

TereaPoint will cover return shipping if:

  • You received the wrong product.
  • The product has a confirmed manufacturing defect.
  • The item was damaged before delivery.

The customer will be responsible for return shipping if:

  • The return is approved for reasons not caused by TereaPoint.
  • The customer selects an alternative courier service.
  • The return does not meet the conditions for free return shipping.

Shipping delays caused by courier companies, weather conditions, customs inspections, or other circumstances beyond our control are not considered the responsibility of TereaPoint.

Refund Policy

Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund request.

If approved:

  • Refunds are generally processed within 5 to 7 business days.
  • Refunds will be sent using the original payment method whenever possible.
  • Cash on Delivery (COD) orders will be refunded through bank transfer or another approved payment method.
  • Shipping fees, payment gateway charges, and service fees are generally non-refundable unless TereaPoint caused the error.

Refund processing times may vary depending on your payment provider or financial institution.

Replacement Policy

If your product qualifies for replacement, we will arrange a replacement after completing our inspection process.

Replacement requests are accepted only when:

  • The incorrect item was delivered.
  • The product has a verified manufacturing defect.
  • The item arrived damaged during delivery.

Replacement products are subject to current stock availability. If the same item is unavailable, our support team will discuss suitable alternatives or refund options with you.

Compliance with UAE Consumer Protection Laws

TereaPoint operates in accordance with the applicable consumer protection regulations of the United Arab Emirates. Our return and refund practices are designed to ensure fairness while maintaining product quality, hygiene, and customer safety.

Under UAE regulations:

  • Returns may only be accepted for products that are defective, damaged upon delivery, or supplied incorrectly.
  • Hygiene-sensitive and consumable products cannot be returned once opened or used.
  • TereaPoint reserves the right to decline return requests that do not meet the conditions outlined in this policy.
  • Any false, misleading, or fraudulent return claims may result in cancellation of the request and restriction of future purchases.

Limitation of Liability

TereaPoint shall not be responsible for any loss, damage, or inconvenience resulting from improper handling, incorrect storage, misuse, unauthorized modification, or use of products contrary to the manufacturer’s instructions.

Customers are responsible for ensuring product compatibility before placing an order. Our liability is limited to the value of the purchased product as permitted under applicable UAE laws.

Contact Us

If you have any questions regarding returns, refunds, or replacements, our support team is here to help.

WhatsApp / Phone: +971 50 116 5730

Email: tereapoint@gmail.com

Support Hours: 10:00 AM – 10:00 PM (UAE Time)

Our customer support team aims to respond to all inquiries as quickly as possible during business hours.