Last updated: 6 November 2026

Smoke Free Mart sells sealed tobacco and nicotine products to adults in the UAE. Once a pack is opened it can’t be sold again, so our return rules are tighter than in a clothes or phone shop. This page explains what we take back, what we don’t, and what to do if an order arrives wrong.

Check the order before you pay

Every order is paid in cash when it arrives, so look at it before you hand over the money. If the outer wrap is torn, crushed or wet, or the item is not what you ordered, refuse it at the door. You pay nothing, and we send the right item at no extra charge. Message us on WhatsApp at +971 58 181 8089 so we can arrange it.

You can also refuse an order that is correct and undamaged. There is no charge for this, but if it happens more than once we may ask you to confirm by phone before we send another cash on delivery order.

A problem you find after delivery

Tell us within 24 hours of delivery. Send these on WhatsApp:

  • your order number
  • photos or a short video of the carton or box, with the seal in view
  • a line or two on what is wrong

Keep the packs inside the carton closed and keep the outer cellophane until we reply.

When we replace or refund

  • We sent a different flavour, edition or item from the one you ordered.
  • The carton or box was damaged on the way to you.
  • Something you paid for is missing from the order.
  • A device does not switch on or charge when you first use it.

In these cases the fix costs you nothing. We send the right item or, if it is out of stock, refund what you paid, including any delivery charge.

Unopened items you no longer want

Changed your mind? A sealed TEREA carton or an unopened device box can be swapped for another product within 3 days of delivery. The seal and outer wrap must be untouched. You pay the AED 20 delivery charge for the exchange. We do not give cash refunds for a change of mind.

Disposable vapes, e-liquids, pods and nicotine pouches cannot be exchanged for a change of mind, even when sealed, because once they leave us we have no way to show they were not tampered with.

How refunds are paid

Because you paid in cash, approved refunds are sent by bank transfer to a UAE bank account in your name, within 5 working days of approving the claim. Your bank may take a little longer to show the money.

What we cannot take back

  • Packs, cartons or boxes with a broken seal, unless the item was wrong or faulty.
  • A flavour you tried and did not like.
  • Damage, wrong-item or missing-item claims sent more than 24 hours after delivery.
  • Items damaged after delivery, for example by heat in a parked car.

Cancelling an order

You can cancel free of charge until the order leaves us. Send your order number on WhatsApp or by email. Once the driver has the order, you can still refuse it at the door as described above.

Contact us

WhatsApp or phone: +971 58 181 8089
Email: smokefreemart@gmail.com
Smoke Free Mart, Dubai, United Arab Emirates

Delivery areas, charges and times are in our Shipping Policy. Age, payment and order rules are in our Terms and Conditions.