Refund and Returns Policy

We deliver in person and you pay only after you have inspected your order, so almost every problem is solved at the door before any money changes hands. This page sets out what happens at the door and what happens if something is wrong after delivery.

At the door — inspect before you pay

Our driver waits while you check the order. Look at the seal, the print quality, the batch code and the production date on every carton.

• You may refuse any individual carton, or the entire order, at the door.
• You pay nothing for anything you refuse.
• If you refuse the whole order, you pay no delivery fee either.
• Cash on delivery is available in all seven emirates. Card on delivery and bank transfer are also accepted.

After delivery — if a carton is not original

If a carton you accepted turns out not to be original, send us photographs on WhatsApp and we will refund it in full. Contact us as soon as you notice so we can trace the batch.

Wrong, missing or damaged items

If we send the wrong variant, miss an item, or a carton arrives crushed or already open, tell us on WhatsApp and we will replace it or refund it. Send a photo where you can — it makes the fix immediate.

What we cannot take back

For hygiene and safety reasons we cannot accept the return of cartons or packs that have been opened or partly used, or items damaged after delivery. These are consumable nicotine products, and this does not affect your rights where an item was not original, not what you ordered, or faulty on arrival.

ILUMA devices

Every ILUMA device includes a 12-month warranty — for any device fault, message us on WhatsApp and we’ll arrange the solution.

Late delivery

We aim for 1–2 hours in Dubai, Sharjah and Ajman, and 12–24 hours to the other emirates, for orders placed between 6 AM and midnight. If a delivery runs late, message us on WhatsApp and we will make it right.

Cancellations

You can cancel free of charge any time before the order leaves us. Message us on WhatsApp and we will confirm. Once the driver is on the way you can still simply refuse the order at the door.

How refunds are paid

Refunds are returned by the same method you paid by wherever possible. Cash-on-delivery orders are refunded by bank transfer to an account in your name, and we confirm the timeline with you when the claim is approved.

Delivery charges

Delivery is free on orders over 299 AED. Below 299 AED a flat 30 AED applies and is always shown before you confirm. Delivery fees are refunded whenever the fault was ours.

How to make a claim

Message us on WhatsApp at +971 52 590 5493 with the name and phone number on the order and photographs of the item. We reply in under five minutes during our hours, 6 AM to midnight daily.

This site is for adult nicotine users aged 21 and over in the UAE. Products sold on this site contain nicotine, which is addictive, and are not risk-free. Independent retailer, not affiliated with Philip Morris International.