Return & Refund Policy

Strictly governed under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection

Welcome to Terea Zone. We maintain strict product quality standards and comply with UAE consumer protection regulations. Due to the nature of electronic smoking devices and consumable products, this policy is strictly enforced to ensure hygiene, safety, and authenticity.

1. Return Window (Non-Negotiable)

All return requests must be submitted within 3 days (72 hours) from confirmed delivery time. Requests received after this period will be automatically rejected without exception.

2. Eligible Return Cases

• Item received is damaged during delivery.
• Product is manufacturing defective (non-functional upon first use).
• You received a wrong or mismatched product.

3. Non-Returnable & Restricted Items

• Opened, used, or activated devices.
• Consumables (TEREA, HEETS, pods, cartridges).
• Items without original seal or packaging.
• Products damaged due to user mishandling, liquid exposure, or modification.
• Personal preference returns (taste, satisfaction, or change of mind).
• Orders marked as delivered for more than 3 days.

Note: Due to hygiene and UAE regulatory restrictions, consumables cannot be returned once sold.

4. Mandatory Return Approval Process

1. Contact us via WhatsApp or Email within 3 days.
2. Provide:
   • Order ID
   • Unboxing video (mandatory for damage claims)
   • Clear product images
3. Our team will review and respond within 24–48 hours.

Important: Any return sent without approval will be refused and returned to sender.

5. Return Shipping Terms

• Verified defective/wrong items → Free return pickup.
• Other approved cases → Customer pays shipping.
• Shipping delays caused by courier partners are not our liability.

6. Refund Policy

• Inspection required before refund approval.
• Processing time: 5–7 business days.
• Refund issued to original payment method only.
• Cash on Delivery refunds processed via bank transfer.
• Shipping, service, and transaction fees are non-refundable.

7. Exchange Policy

Exchanges are only applicable for defective or incorrect items. Replacement will be issued based on stock availability. No exchange allowed for personal preference or opened consumables.

8. UAE Legal Compliance

This policy is governed by UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and its executive regulations. Under UAE law:

• Returns are only valid for defective or non-compliant goods.
• Hygiene-sensitive products are non-returnable once opened.
• Retailers have the right to refuse returns that violate policy conditions.
• Fraudulent claims may result in permanent account restriction.

9. Limitation of Liability

Terea Zone is not responsible for indirect damages, improper usage, or compatibility issues after purchase. All products must be used according to manufacturer guidelines.

10. Contact Information

📞 Phone / WhatsApp: +971557384717

📧 Email: [email protected]

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