Returns Policy

Return & Refund Policy

Last Updated: 18 August 2026

Welcome to Terea.ae.

We are committed to providing authentic products and maintaining appropriate standards for product quality, safety, and customer service. This Return & Refund Policy explains the conditions and procedures applicable to purchases made through Terea.ae.

This policy is intended to comply with applicable UAE consumer protection requirements, including Federal Law No. 15 of 2020 on Consumer Protection, as amended by Federal Decree-Law No. 5 of 2023, and applicable executive regulations.

1. Return Request Period

All return requests should be submitted within 3 days (72 hours) from the confirmed delivery date.

Requests submitted after this period may not be accepted, except where a different remedy or period is required under applicable UAE law.

2. Eligible Return Cases

A return, replacement, or other appropriate remedy may be considered in the following circumstances:

  • The product was damaged during delivery.
  • The product has a manufacturing defect and is non-functional upon first use.
  • The customer received a wrong or mismatched product.
  • The product does not correspond to the product ordered or the information provided at the time of purchase.
  • The product is otherwise defective or non-compliant where applicable law provides a consumer remedy.

All claims are subject to verification.

3. Non-Returnable and Restricted Items

Due to hygiene, safety, product integrity, and the nature of consumable products, the following items are generally not eligible for return once opened, used, or activated:

  • Opened, used, or activated electronic devices.
  • TEREA and HEETS tobacco sticks.
  • Pods and cartridges.
  • Products with broken, removed, or damaged original seals or packaging.
  • Products damaged because of misuse, liquid exposure, modification, or improper handling.
  • Returns based solely on personal preference, taste, satisfaction, or change of mind.
  • Orders for which a return request is submitted more than 3 days after confirmed delivery.

Where applicable UAE law provides a consumer right or remedy, nothing in this section is intended to exclude or restrict that right.

4. Return Approval Process

To request a return, customers must contact Terea.ae through WhatsApp or email within the applicable return period.

Please provide:

  • Order ID
  • Clear photographs of the product and packaging
  • A clear description of the issue
  • An unboxing video, where requested for delivery-damage claims

Our team will normally review the request and respond within 24–48 hours.

Do not send a product back without receiving return approval and return instructions from Terea.ae.

Unauthorized returns may be refused or returned to the sender.

5. Return Shipping

For verified defective or incorrectly supplied products, Terea.ae may arrange free return pickup, subject to verification.

For other approved returns where the customer is responsible for return shipping, the applicable return shipping cost may be charged to the customer where permitted.

Shipping delays caused by third-party courier partners do not automatically constitute a product defect.

6. Refund Policy

Where a refund is approved:

  • The product may be inspected before the refund is finalized.
  • Approved refunds are normally processed within 5–7 business days after approval and completion of any required inspection.
  • Refunds are generally issued to the original payment method.
  • Cash-on-delivery refunds may be processed through bank transfer after valid bank details are provided.
  • Original shipping, service, or transaction fees may be non-refundable where permitted by applicable law and depending on the reason for the return.

The final refund amount will be confirmed after the return has been reviewed.

7. Exchange and Replacement Policy

Exchanges or replacements may be provided for:

  • Verified manufacturing defects.
  • Incorrect products supplied by Terea.ae.
  • Products damaged during delivery, subject to verification.

Replacement is subject to product availability.

Opened or used consumable products are generally not eligible for exchange or replacement unless required by applicable law or where the product is confirmed to be defective or otherwise non-compliant.

8. Product Inspection and Verification

Terea.ae may inspect returned products to determine whether the reported issue is consistent with:

  • A manufacturing defect
  • Delivery damage
  • Incorrect fulfillment
  • Customer misuse
  • Unauthorized modification
  • Liquid exposure
  • Other customer-caused damage

Claims involving customer-caused damage or improper use may be rejected where permitted by applicable law.

9. UAE Consumer Protection Compliance

Terea.ae aims to comply with applicable UAE consumer protection requirements.

UAE consumer protection rules provide consumers with rights concerning product quality, safety, accurate product information, and appropriate remedies for defective or non-compliant goods.

Nothing in this Return & Refund Policy is intended to exclude, limit, or waive any consumer right that cannot legally be excluded or limited under applicable UAE law.

10. Limitation of Liability

Terea.ae is not responsible for damage resulting from:

  • Improper use of a product
  • Failure to follow manufacturer instructions
  • Unauthorized modification or alteration
  • Liquid exposure
  • Improper storage
  • Customer-caused physical damage
  • Use of a product contrary to its intended instructions

Customers are responsible for checking product compatibility where applicable before placing an order.

11. Contact Information

For return, replacement, or refund requests, please contact:

Terea.ae

Phone / WhatsApp: +971 56 240 8398

Email: Tereaauae@gmail.com

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

Please include your Order ID when contacting our support team.

12. Policy Updates

Terea.ae may update this Return & Refund Policy when necessary to reflect changes to our business procedures or applicable UAE requirements.

The latest version published on Terea.ae will apply to future orders, subject to applicable law.

By placing an order through Terea.ae, you acknowledge that you have read and understood this Return & Refund Policy and agree to the applicable terms, subject to your rights under UAE law.

Last Updated: 18 August 2026