Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and unopened, with any seals intact, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us first at admin@iqosheetsdubai.com or on WhatsApp at +971 54 375 9583. Do not send anything back before contacting us. Once we have accepted your return, we will confirm the return address and explain how to send the item back, or arrange collection by our delivery team where possible. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Including your order number and clear photos of the item helps us resolve it faster.

Exceptions and non-returnable items

For health and safety reasons, opened packs of HEETS or TEREA sticks and other opened consumable items cannot be returned, unless they are faulty. We also do not accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at admin@iqosheetsdubai.com.

For any return question, you can always reach us at admin@iqosheetsdubai.com or on WhatsApp at +971 54 375 9583, every day between 9am and 9pm.