1. Our Commitment

At IQOSTERA, we aim to provide genuine, sealed, and quality products to our customers. We carefully check orders before dispatch to ensure they are prepared correctly.

Due to the nature of certain products, some items may not be eligible for return once opened or used.

2. Return Window

If you receive a damaged, incorrect, or incomplete order, please contact us within 48 hours (2 days) of delivery.

Requests submitted after this period may not be accepted.

3. Product Returns

Tobacco & Consumable Products

  • Consumable products cannot be returned or exchanged once their original packaging or seal has been opened or damaged.

  • If you receive the wrong product or flavor, do not open the package.

  • Contact us within 48 hours so we can review the issue and arrange an appropriate solution.

Electronic Devices

If an electronic device arrives defective or does not function properly upon initial use, please contact us within 48 hours.

The issue may be reviewed for a replacement where the problem is confirmed to be a manufacturing or technical defect.

Returns or replacements may not be accepted for:

  • Physical damage

  • Water or liquid damage

  • Scratches or signs of misuse

  • Damage caused by improper use

  • Problems caused by incompatible accessories

4. Change of Mind

If you change your mind about your purchase, the product may only be considered for return if it is:

  • Unused

  • Unopened

  • Factory-sealed

  • In its original packaging

  • In a condition suitable for resale

Opened, used, or tampered products are not eligible for return.

5. Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

If your refund is approved, the refund will be processed using the applicable payment method.

The time required for the refund to appear in your account may depend on your payment provider or bank.

6. Order Cancellations

Orders may be canceled before dispatch, subject to the order status.

Once an order has been dispatched or handed over to the delivery partner, cancellation may no longer be possible.

If a delivery is refused without a valid reason, any applicable delivery-related charges may be deducted from the refund.

7. How to Request a Return

To request a return, replacement, or refund, please contact us with:

  • Order Number

  • Description of the issue

  • Clear photo or video of the product/package, where applicable

Our team will review your request and provide the next steps.

8. Contact Us

For return, replacement, or refund inquiries, please contact us:

IQOSTERA
Email: iqosterea.contact@gmail.com