Refund and Returns Policy
At Heat Not Burn Canada, we want you to feel completely confident when shopping with us. We stand behind the quality of our products and are committed to ensuring your satisfaction with every purchase.
If for any reason you are not fully satisfied, please review our return and refund policy below.
Returns Eligibility
Products may be returned within 14 days of delivery, provided they are unused, unopened, and in their original packaging.
For safety and hygiene reasons, we are unable to accept returns on:
- Tobacco sticks (including TEREA or HEETS)
- Opened or used devices
- E-liquids or consumables
Only items purchased directly from heatnotburncanada.com are eligible for return.
Defective or Faulty Items
If you receive a faulty or defective item, please contact our Customer Support Team within 7 days of delivery.
We may request photos or a short video to verify the issue. Once confirmed, we’ll provide instructions for replacement or refund.
All returned items are tested upon receipt. If no fault is found, the item will be shipped back to you.
Return Procedure
- Contact our Customer Support Team to request a Return Authorization.
- Once approved, you’ll receive instructions on where and how to send your product.
- Please include proof of purchase and ensure the item is securely packaged.
- We recommend obtaining a tracking number or proof of postage, as we are not responsible for lost or unverified returns.
Refunds
Refunds are processed within 5–7 business days after your return is received and inspected.
Refunds will be issued to your original payment method. Shipping fees are non-refundable.
If your order has already shipped and you wish to cancel, please refuse delivery or contact us to arrange a return once it arrives.
Cancellations
Orders can be cancelled within 30 minutes of placement, provided they haven’t yet been dispatched.
Once your order is processed or shipped, it cannot be cancelled and must follow the return procedure above.
Need Help?
If you have any questions or require assistance with your return, please reach out to our Customer Service Team at:
📧 support@heatnotburncanada.com