We want you to be happy with every order. This policy explains when items can be returned, how refunds work, and how to start a return for your IQOS, TEREA, HEETS and ILUMA products.
1. Returns
Eligibility: returns are accepted within 7 days of delivery, provided the item is unused, unopened and in its original packaging. For devices, the seal must be intact.
Non-returnable items: for health and safety reasons, opened or used consumables — including HEETS and TEREA sticks — cannot be returned.
Return process: contact our support team with your order number and the item you wish to return. We will confirm whether it qualifies and guide you through the next steps.
Return shipping: unless the item is faulty or incorrect, you are responsible for return shipping. We recommend a trackable service.
2. Refunds
Inspection: once we receive and inspect your return, we will let you know whether your refund is approved.
Timing: approved refunds are issued to your original payment method within 7–10 business days. For cash-on-delivery orders we will arrange a bank transfer or store credit.
Partial refunds: may apply if an item is returned not in its original condition, is damaged, or is missing parts for reasons not caused by us.
3. Exchanges
If you receive a faulty or incorrect item, contact us within 7 days of delivery and we will arrange a replacement as quickly as possible at no extra cost.
4. Damaged or wrong items on delivery
Please check your order when it arrives. If anything is damaged, incorrect or missing, tell the driver and contact us the same day so we can put it right straight away.
5. Ownership disclaimer
AllHeets Dubai sells genuine branded products as an independent reseller and does not own the intellectual property of those brands. See our Intellectual Property Disclaimer for details.
Explore HEETS, IQOS, TEREA, Iluma, and Lmbada in the UAE with fast 1 to 2 hour delivery across Dubai, Ajman, and Sharjah. Simple, quick, and hassle-free.
