Refund Policy
Last updated: August 2026
1. Overview
Go Terea supplies genuine, factory sealed heated tobacco products across Dubai and the UAE. This policy sets out when a refund, replacement or store credit may be approved, and what we need from you to process a claim.
2. When you can claim
We will consider a refund or replacement if:
- You received the wrong product
- The product arrived damaged
- The product was defective on delivery
- You cancelled before dispatch
Claims must be reported within 24 hours of delivery. Requests after that window may not be eligible for review.
3. Sealed products only
For health, hygiene and safety reasons we cannot accept refunds, returns or exchanges on any product that has been opened, used or tampered with.
This applies to Terea sticks in all editions, IQOS Iluma and Iluma i devices, Lambda devices, and any accessories or consumables.
Packs and cartons must be unopened, factory sealed and in original packaging to be considered.
One exception: if a device is faulty on arrival, section 6 applies even though you will have unsealed it to find out.
4. Checking your order at the door
Our delivery team will wait while you check what you have received. Resolving a problem at the door is faster for everyone than a claim afterwards.
Check the flavour and edition on each pack, the quantity, and that seals are intact. Imported editions arrive with Kazakh, Japanese, Indonesian or Armenian packaging, which is expected on those ranges and is not a fault.
If anything is wrong, tell the driver and we will replace or refund it on the spot.
5. Order cancellations
Before dispatch. Cancel before the order leaves us and you receive a full refund.
After dispatch. Once an order is on its way, delivery charges and any applicable processing fees may be deducted from the refund.
Because we deliver within an hour across Dubai, the window before dispatch is short. To cancel, use WhatsApp rather than email. It reaches us faster.
6. Damaged, incorrect or faulty items
Contact us within 24 hours of delivery with your order number and clear photos or video showing the problem. For a device fault, a short video showing the behaviour and any error lights resolves things far quicker than photos alone.
Some common device issues have straightforward explanations, and these are worth checking first:
- A device that will not heat may simply need charging
- A device flashing outside its normal pattern is often outside its 0 to 40°C operating range, which happens easily in a parked car in Dubai in summer. Let it cool and try again
- A Terea stick will not heat in a blade device. Terea requires an induction device such as Iluma, Iluma i or Lambda
If none of these applies, we will investigate and provide a replacement, store credit or refund.
7. Devices and manufacturer warranty
Devices carry their own manufacturer warranty separate from this policy.
IQOS devices come with a Philip Morris warranty, commonly 12 months from date of purchase, and registering the device usually activates full cover. For faults appearing after the delivery window that warranty is normally the faster route, and we will help you start the process.
Lambda is a third party manufacturer with no Philip Morris warranty. Any cover on those devices comes from us as the retailer, so contact us directly.
8. How refunds are paid
Once a claim is approved and any returned product inspected:
- Card payments are refunded to the original payment method
- Cash on delivery orders are refunded by bank transfer or store credit, whichever you prefer
Processing times vary depending on your bank or payment provider.
9. Approval
All refund requests are subject to verification and approval. We reserve the right to decline any refund, return or exchange falling outside this policy.
10. Contact us
Go Terea Dubai Marina, Dubai, United Arab Emirates Call / WhatsApp: +971 52 725 7683 Email: Contact@goterea.ae Website: https://goterea.ae
WhatsApp is fastest for a time sensitive claim.