Published: November 15, 2022

What these terms of sale (“Terms”) cover. These are the Terms under which we supply our Products to you, whether these are goods, services or digital content.

Why you should read them. Please read these Terms carefully before you purchase our Products. These Terms tell you who we are, how we will provide Products to you, how you and we may change or end the contract between you and us, what to do if there is a problem and other important information. We recommend that you keep a copy of these Terms for your future reference. By placing an order with us online via this Website, you agree to be bound by these Terms. If you do not agree to be bound by these Terms, do not purchase our Products.

If you need to contact us about these Terms. Before you place an order, if you have any questions relating to these Terms please contact our IQOS Customer Care team by using the online chat tool on our Website, or by telephone on 800 MYIQOS (694 767)   – we’re available 7 days a week, 9am - 7pm. All calls to IQOS Customer Care can be made free of charge from the United Arab Emirates landlines and mobiles. Inbound and outbound calls may be recorded for quality monitoring and training purposes.

Definitions. The following terms shall have the meaning assigned to them below:

"Terms" means these terms and conditions together with any terms and conditions in the Product Description.

“Product(s)" means any of our products displayed for sale on this Website.

“Product Description” means that part of the Website where certain terms and conditions in respect of the individual Product are provided.

“Users” means the users of this Website collectively.

“Personal Information” means the details provided by you to us, when you register or place an order.

 “We”, “us” and “our” means Rashideen RRP Tobacco Trading L.L.C, a limited liability company incorporated in the United Arab Emirates, with commercial license number 936793, having our registered address at P.O Box- 61544, Dubai, United Arab Emirates.

“Website/s” means this Website located at ae.iqos.com and any subsequent URL which may replace it at any time.

“Cookies” means small text files which our Websites place on your computer’s hard drive to store information about you and to identify your computer.

“You” means an individual customer or user of this Website.



We offer our Products for sale as alternatives to smoking. Our Products are not risk-free and contain nicotine which is a highly addictive substance. Nicotine-containing Products should not be used by pregnant or breastfeeding women or persons in ill health. Only users of tobacco products aged 18 years and over and residing in the United Arab Emirates may purchase Products on the Website. By registering on and using the Website, each user must confirm that he or she is at least 18 years of age and is already a tobacco user. When you order Products, you are responsible for ensuring that Products are not used by minors. We reserve the right to modify offerings for Products at any time and to permanently discontinue certain Products. Whilst we ensure our Products are made to high standards, you acknowledge and accept that you use our Products at your own risk.



There may be additional Terms you need to be aware of. Each Product purchased is sold subject to its Product Description which may set out additional Terms related to that Product.

What you need to know about Product Descriptions on this Website. We will take all reasonable care to ensure that all descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered into the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our order acceptance policy. We reserve the right to cancel an order up to the point of dispatch if we have made an error in pricing. If this happens, we’ll refund you any amounts paid.





How you can place an order. To order Products, registration and opening a password protected customer account are required. You should be a tobacco user and you must have reached at least 18 years of age to do so. You are required to enter your personal information truthfully and to keep your password strictly confidential to ensure it does not fall into the hands of any third party. Any disclosure to third parties of your password or any other access information for the Website is prohibited. You are obligated to accept these Terms before placing any order. You can place an order via the Website. In order to comply with the law, we are required to verify that you are of the legal age of 18 or over before we can deliver an order. 

Additionally, you can also place an order by contacting IQOS Customer Care team, in which case you will be also subject to these Terms upon your acceptance.

How we will accept your order. When you place an order for Products, the Website will send you a confirmation e-mail with the details of your order and confirmation that we accept your offer. From that moment, you have entered into the contract of sale. You are responsible for updating your address before placing any order. If these Terms are not met when using the Website, we reserve the right to cancel your order and bar your access to the Website by terminating your user account without notice.

Where we may not accept your order. We reserve the right to refuse or cancel your order at any time for any reason.

Maximum Quantity of Products per Order. Unless otherwise mentioned on the Website, each customer residing in the United Arab Emirates may order a maximum of five IQOS devices per transaction. Other Products available for placing an order via the Website are not subject to a maximum order limit. We may modify the maximum number of Products specified above at any time at our discretion.

Maximum Order Value. Unless otherwise mentioned on the Website, each customer residing in the United Arab Emirates may place an order for Products, total value of which do not exceed AED 5000 per one order. We may modify the maximum order value specified above at any time at our discretion.

Maximum Number of Orders per Day. Unless otherwise mentioned on the Website, each customer residing in the United Arab Emirates may place an order for Products, total number of which will not exceed 5 orders per day from the same credit/debit card or IP address. We may modify the maximum order value specified above at any time at our discretion

Product availability. We make every effort to provide the best availability of Products offered on the Website. However, if a Product is no longer available once an order is placed, you will receive a message from IQOS Customer Care team informing you that your order will be delayed or canceled in part or in full. If delayed, you have the option to cancel your order by contacting our IQOS Customer Care team via the channels listed on the contact page. Nevertheless, we reserve the right to replace an item that is no longer available with another item of the same type (e.g. a different color). In this case, you will still have the option to cancel your order if you do not want this change.

Resale.  Resale of Products purchased on the Website is strictly prohibited.

Pricing. All prices displayed on the Website include VAT at the rate in effect. Prices displayed at the time the order is placed are valid.

Payment. You may pay by credit card or debit card (Visa or MasterCard). Your account will be debited as soon as the order is confirmed. Upon confirmation of the order, you may not be reimbursed unless you meet the conditions of the "Your right to cancel" clause below.

For orders placed via the IQOS Customer Care team, you will receive a payment link valid for four hours for you to complete the payment securely.

We reserve the right not to offer certain payment methods and to refer to other available payment methods. In this case, we are not required to specify the reasons for our decision.

We use Secure Socket Layer (SSL) encryption and other certified encryption technologies and systems to ensure the security of users' personal data.

Invoice: A physical copy of your invoice will be provided to you by a courier at the time of the delivery



Your right to cancel if you change your mind. You are entitled to cancel your order placed online or via the IQOS Customer Care team within 15 minutes from the moment of order placement by contacting the IQOS Customer Care team.

Your right to exchange. Exchange of Products is not available for the Products purchased online or via the IQOS Customer Care. You may return such Products, subject to the rules of return provided below, and place a new order.

Your right to return. You are entitled to return your order placed online or via the IQOS Customer Care team within 14 days from the date when your order is delivered. You must return the Products in the original packaging. Returns of individual products purchased as part of a bundle are not permitted. Consumable Products such as but not limited to HEETS and TEREA, which are not suitable for return for reasons of hygiene, are not subject to returns or refunds. For faulty Products, please see our Warranty section below or contact IQOS Customer Care.

Don’t use the products if you intend to return them. If you wish to exercise your right to return, you are obliged to retain possession of the Products and take reasonable care of them. Do not use the Products if you have decided to return them. The clear wrapper or the stickers on the Products should not be tampered with if you wish to exercise your return right.

How you can return. To exercise the right to return, please use the Website or contact the IQOS Customer Care team. You might need to provide your order details, including your name, address, and, where applicable, your telephone number and email address.

Subject to fulfillment of the conditions stated above for the return, we will arrange for a collection of the items you wish to return. You must ensure that you provide the correct items and in the correct quantity and suitable condition, in accordance with your order and these Terms. Once your items have been collected via the courier, the items will be inspected by us or a third party designated by us. The inspection might take a few days. When and if the inspection results in eligibility for a refund, you will receive an email confirmation. Should any discrepancies exist, such as provision of incorrect items, incorrect quantity, tampered packaging or items, used or damaged items, etc., the return will not be accepted in full or in part. Accordingly, your payment will not be refunded in full or in part.


We will attempt to reimburse you using the same payment method that you used to pay for the items as soon as possible The time period for reimbursement depends on transactions of the payment service providers and banks and it may differ from one provider to another. Another payment method may be used to reimburse you on receiving your consent for a bank transfer. If you used any vouchers during the order placement, and those vouchers were redeemed, they will be reinstated if it is within the validity period and subject to the terms of the said vouchers, if any exist. In any case, you will not incur additional charges.

We guarantee reimbursement for any item returned in accordance with this "Order cancelation or return” section. Delivery fee is not subject to refund.


Shipping methods

When you place an order via the Website, depending on the time of order placement and your shipment location, you will have delivery options for the shipment of your order. 

Delivery terms:

Delivery duration. The delivery lead time is determined by the Emirate you are located in, whether you are within or outside the city limits and the time your order was placed.


  • Orders placed before 10:30 am will be delivered by 5:00 pm.*
  • Orders placed before 1:30 pm will be delivered by 9:00 pm.*
  • Orders placed after 1:30 pm will be delivered by 5:00 pm the next day.

*Excluding Sundays. Orders placed after 1:30 pm on Saturday or on Sunday will be delivered the following Monday afternoon by 5 pm.

Abu Dhabi & other Emirates

1) Within city limits

  • Orders placed before 3:30 pm will be delivered the next day by 6:00 pm.
  • Orders placed after 3:30 pm will be delivered within 2 working days.

2)Outside city limits

  • Orders placed before 6:30 pm will be delivered within 2 working days.
  • Orders placed after 6:30 pm will be delivered within 2-3 working days.

Once you have placed your order and we have accepted your order, we will dispatch your item(s) and aim to deliver it/them within the delivery schedule.  You will receive an email confirmation once your order has been dispatched.

Delivery schedules and delivery times are not guaranteed and may vary. You will not be compensated for delivery delays. You may not choose a specific delivery time or demand delivery on a specific day. The delivery duration provided under these Terms applies to the first attempt of delivery only.

Delivery restrictions:

Orders can be delivered only to an adult person who is at least 18 years of age. ID check may be required to confirm your age, therefore please make sure that you can present an official ID at the time of delivery. Without this, we cannot complete the delivery and your order may be cancelled.

We will only attempt three times to deliver the Products to you. The order will be cancelled in case the delivery is not successful after three attempts. Our IQOS Customer Care team will contact you to create a new order if the delivery is unsuccessful.

Delivery timings may change. If your order is delayed, we’ll keep you updated with a new estimated time of arrival. If delivery is delayed by more than 15 days, you may contact us to cancel the order and we will provide you with a refund.

Delivery fee

We offer free delivery for orders worth AED 100 or more. For orders under AED 100, a delivery fee of AED 25 applies. We may change the values specified herein at any time.


We provide warranty for new electronic devices and items purchased on the Website. Term of warranty for such Products is 12 months from the date of purchase indicated in the receipt. Please ensure your electronic devices are linked to your account on the Website so your warranty details are always available. Otherwise, you will need to provide proof of purchase in order to claim your warranty.

What Products does the warranty not cover? The warranty does not cover non-electronic items sold on the Website, such as, but not limited to IQOS accessories, HEETS and TEREA.

How does the warranty work? The warranty provides cover against defective and/or malfunctioning electronic devices and items. During the warranty period, if your device or electronic item stops working properly or is faulty, we’ll arrange for this devices or electronic item to be repaired or replaced for free. If we provide you with a replacement Product, please note that the warranty period does not re-set and the remainder of your warranty period applies.

If you believe that your purchased Product, which is subject to warranty, is faulty and/or malfunctioning, please contact IQOS Customer Care. The IQOS Customer Care team will perform a diagnostic with you over the phone or in person to identify the fault and if necessary, will provide a replacement. If you are registered and your device is linked to your account, your warranty details will be available and no proof of purchase is required, if your details and or your device are not registered you will need to provide proof of purchase before a replacement can be considered.

For warranty cases we reserve the right to replace the electronic device and/or item with same or similar one only. In cases where the same color is not available at the time of the replacement, you’ll be offered to choose a different color of the same version of the electronic device and/or item. In cases where the same version is not available at the time of the replacement, you’ll be offered a different version of the same electronic device or item for a replacement.

What’s excluded from the warranty? There are some specific exclusions from the warranty that you need to be aware of before you contact us. The warranty does not apply to the following:

  • Damage caused by abuse or misuse, power surge, improper handling, liquid contact or fire;
  • Cosmetic damage or damage caused by normal wear and tear and/ or usage of the item;
  • Malfunction due to use with non-compatible Product;
  • Damage or malfunction caused by attempt to open, modify and repair the item;
  • Damage or malfunction caused by failure to use as described in the associated item’s user guide;
  • Accidental damage, for example if your Product has been dropped; and
  • Deliberate damage or neglect of the Product.

Please note that our warranty only applies to Products purchased in the United Arab Emirates. The rights conveyed under this warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws of the United Arab Emirates.



How we look after your information. When you place an order on the Website or by contacting the IQOS Customer Care team over the phone, we may ask to collect certain personal information from you such as your name, e-mail address, billing address, delivery address, telephone number and Product selections (“Personal Information”). Credit cards and other payments are handled by a third party and we don’t retain payment information. We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). For more information on what personal information we collect about you, how we use it, with whom we share it, how we protect it, your rights and how you can exercise them, please read our Privacy Notice.


Opting-in to receive communications from us. When you register with us, you have the option to decide whether you want or not to receive communications from us about IQOS. By providing your consent, you agree that you do not object to us contacting you for any of the purposes set out in our Privacy Notice whether by telephone, SMS, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under applicable legislation.

Opting out of receiving communications from us. You can opt-out of receiving communications from us at any time by using the unsubscribe option provided in our communication, for example, at the bottom of each email we send to you. Alternatively, you can opt-out by contacting the IQOS Customer Care team. Please note that by unsubscribing you unsubscribe from all methods of marketing communication, you will be receiving only operational communications in the future.

Our obligation to disclose your information. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.

Accuracy of your information. You warrant that the Personal Information which you provide to us on the Website is true, accurate, current and complete in all respects. You should notify us promptly of any changes to your Personal Information by updating your details whilst logged in to our Website, or by contacting our IQOS Customer Care team. We are committed to upholding both our legal and social obligations as a retailer of tobacco and electronic products. To achieve this, we have a number of control checks throughout the purchase and physical distribution process. In accepting these Terms, you agree to provide us with truthful and accurate information.



You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.


We use reasonable endeavors to verify the accuracy of any information we place on the Website. However, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your cancellation rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by any party or consumer arising out of or in connection with the provisions of any matter under the Terms.

Once Products have been delivered, we accept no responsibility in the event of theft or misuse of the Products. It is your responsibility to ensure that the Products are used by persons aged 18 or over.

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of any order you place and any related payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Websites.



If any part of the Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.


No waiver by us shall be construed as a waiver of any prior or following breach of any provision of these Terms.


Each provision of the Terms shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.


These Terms govern our relationship with you. We will communicate any substantive changes to these Terms to you so that you have the opportunity to review the changes. Your statutory rights are not affected by these Terms. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation.


These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates. You irrevocably submit to the exclusive jurisdiction of the courts of the United Arab Emirates for disputes arising from or related to these Terms.


Call: 800-MYIQOS 

Email: contact.ae@iqos.com