Terms of Use & Terms and Conditions

Terms & Conditions of Sale

1. About us

1.1. Who we are. This website (and any associated microsites) is owned by JTI SA (address: Rue Kazem Radjavi 8, 1202, Geneva, Switzerland) and operated by Representative Office of the JTI Caucasus LLC in the Republic of Azerbaijan, a company incorporated in the Republic of Azerbaijan with company registration number 1303199311 and whose registered office is at 1 Afiyaddin Jalilov Street, Khatai District, Baku, AZ1025, Republic of Azerbaijan ("JTI”, “we”, “us”, “our”). SARVAN LLC a company incorporated in the Republic of Azerbaijan with company registration number 1503533891 and whose registered office is at 12, A.Gaibov str., Baku, AZ1029, AZERBAIJAN is the Importer and the Seller of the products presented in this website (Seller).

1.2. How to contact us. Making contact with us is easy. If you wish to make an enquiry, we recommend contacting our Ploom Care Team who are available 7 days a week. They can be contacted online and by phone as follows:

Online: Using the Contact Us Form

Phone: *9010
Email: [email protected]

Opening hours:

Monday – Friday 10:00 – 22:00

Saturday & Sunday 10.00 – 18:00

Alternatively, if you would like to write to us or intend to cancel or return a product in accordance with these terms and conditions you can do so using the 'Contact Us' page on our website.

1.3. What these terms cover. These are the terms and conditions on which products are supplied to you (“Terms and Conditions”). Reference to “in writing” in these Terms and Conditions includes emails.

1.4. Why you should read these Terms and Conditions. Please read these terms carefully before you submit your order. These terms tell you who we are, how products will be provided to you, how you may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

1.5. Use of our website. Your use of our website is governed by our Terms of Use which can be found here. How we use your personal information is governed by our Privacy Policy which can be found here. Please read these documents carefully, as they include important terms which apply to you.

2. 18+ age requirement

2.1. Our products are age restricted and it is illegal to sell our products to anyone under 18 years old. You may only purchase products from our website if you are at least 18 years old. If you are underage, you must not attempt to order any products from our website.

2.2. You will be required to complete an online age verification process conducted on our behalf by a third party, SIMA to prove to our satisfaction that you are at least 18 years old before you can order any of our products.

3. How to place an order on website

3.1. Once your age has been verified, placing an order is a simple process using the following steps:

- Create an account: No guest purchases are permitted and you will need to create an account, to place orders. Simply click 'create account' and follow the prompts. You will need to provide personal information such as:

- name,

- Surname

- email address,

- date of birth,

- address, (not mandatory)

- contact telephone number (if available).

- Ordering online: Simply select the products you wish to purchase on our website, by clicking "Buy now" > "Add to cart" > "Checkout" and input your debit card, credit card, or select by “cash on delivery” allowing the simple steps on screen. Clicking "Continue" on the ‘payment method’ page will complete your order. If you wish to order more than one product then simply click "Continue Shopping" and add any additional product.

3.2. Maximum order value. We have the right to decline orders over 490 AZN.

4. Conctract with you

4.1. All orders are subject to these Terms and Conditions, our Terms of Use and our Privacy Policy.

4.2. Territory: Our products are sold only in Azerbaijan. Unfortunately, the orders outside from the Azerbaijan are not accepted and are not delivered.

4.3. How we will accept your order. Completion of your order is subject always to availability of products and acceptance of your order will take place upon your receipt of the acceptance email, at which point a contract will come into existence between you and the Seller.

4.4. Order Confirmation. When your order is accepted, you will get order confirmation by email. In all cases, a copy of your order confirmation will be enclosed with your product on delivery. It is recommended to keep your order confirmation in a safe place in case you have any queries. It is strongly recommended that you ensure you have entered a valid email address so your order confirmation can be promptly provided to you.

4.5. Your order number. An order number will be assigned to your order which will be included in the acceptance email. It will help us if you can tell us the order number whenever you contact us about your order.

4.6. If we cannot accept your order. If it is not possible to accept your order, you will be informed of this and you will not be charged for the product. This might be because the product is out of stock, because you failed the age verification process, because an error has identified in the price or description of the product, or because the delivery deadline you have specified is not feasible.

5. Our products

5.1. Products may vary slightly from their pictures. The images of the products on our website are illustrative only. Although we have made every effort to display the colors accurately, we cannot guarantee that your computer's display of the colors accurately reflects the color of the products.

5.2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5.3. Minor changes to the products. The product can be changed:

(I) to reflect changes in relevant laws and regulatory requirements to, for instance, the way heated tobacco products are sold; and

(II) to implement minor technical adjustments and improvements to enhance your experience of our product.

6. Pricing and payment methods

6.1. Prices of the products will be as shown on our website. All prices are shown in AZN and are inclusive of VAT.

6.2. Changes to our prices. From time to time the prices of our products can be changed and any offers or discounts may be withdrawn. This will not affect the status of confirmed orders and in this case, you will only pay the price contained in your order confirmation. If the price of an unconfirmed order changes, you will be informed and provided the option of cancelling the order.

6.3. Payment methods. You will be required to make payment, after the conclusion of the Contract and before handing over the Goods. You can pay the Total Price in the following ways:

a) By card online. In the case of online card payments, the Full Price is payable at the time of transaction confirmation.

b) Cash on delivery. In such a case, payment will be made on delivery of the Goods versus handing over the Goods. In the case of cash on delivery, the Total Price is payable upon receipt of the Goods.

7. Delivery

7.1. Delivery. The costs of delivery will be as displayed to you on our website.

7.2. When the products are delivered to you. The products will be delivered to you as soon as reasonably possible and in any event within 24 hours after the day on which your order is accepted. In exceptional circumstances delivery may take longer.

7.3. How products will be delivered to you. All orders will be dispatched via trackable delivery services as further detailed on our Delivery page. An email will be sent to you.

7.4. Delays outside our control. If supply of your products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided that we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay (being more than 24 hours) you may contact us to end the contract and receive a refund for any products you have paid for but not received, as further detailed in section 7.7 below relating to undelivered products.

7.5. When you own the products. You own a product once the full amount is paid.

7.6. Undelivered products. Please allow 24 hours for delivery (from the date of placing your order) before reporting your order as undelivered. If we are unable to supply you with your products within this time, we will contact you to let you know and give you a revised delivery date. You may cancel your order and request a refund if this is the case as set out in the sections above.

8. Your rights - Replace, Returns and Refunds

9. Complaints and returns

9.1. How to tell us about problems. If you have any questions or complaints about the product or delivery or want to exercise your right to return, please contact our Ploom Care Team or directly Ploom Retail Point (details provided under section 1.2 above). Please provide your name, device number, your telephone number and payment bill (we may not be able to resolve the issue without this information).

9.2. Returns/ replace process. When you contact us about your return or replace, we will let you know how to make the return/replace for 14 days period and 12 months warranty period. You may be issued with a Purchase Bill. You may also be required to complete a Registration and Returns Form and return this with your product.

10. Liablility of the seller

10.1. The Seller is responsible for foreseeable loss and damaged caused by them. If the Seller fails to comply with these terms, they are responsible for the loss or damage you suffer that is a foreseeable result breaking of this contract or failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if it is contemplated by you and the Seller at the time your order accepted.

10.2. The Seller is not liable for business losses. The products are only supplied for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and the Seller have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11. Ploom Club Program

11.1. Registering in our website enables you to join the Ploom Club program.

11.2. Eligibility. To be eligible to participate in this program you must be aged 18 or over and you must be a current smoker or vaper and have a registered account on our website. 

11.3. How to Join. If you wish to become a Ploom Club member, you must create a profile on Ploom.az. Each consumer profile is automatically part of the Ploom Club.

11.4. Becoming a member of the Ploom Club does not require you to opt-in to receive marketing communications. The membership of PLOOM CLUB is unique and one person cannot have multiple memberships. One person can register multiple devices on their user account accordingly.

11.5. Membership Benefits. By becoming a Ploom Club member you can benefit from the Ploom Club program. As a Ploom Club member you will be awarded with points when completing specific actions described at LINK which may be redeemed for discounts on purchases at checkout on our website, and other possible rewards specified in the mentioned link. For some activities, we set caps on the number of points that can be earned.

11.6. Spending Points. Points allow you to get a certain discount for certain products and can be redeemed during the checkout on our website. Points may not be eligible to be redeemed against purchases of some products.

11.7. Points Explained. Points are for personal use only and are non-refundable, non-transferable, have no cash value and cannot be redeemed for cash and are not redeemable against delivery charges. Points are not electronic money and do not perform the functions of electronic money. Points can only be used for discounts and spent on our website. Your points will remain until they expire within 2 calendar years of their date of accrual. If you de-register or cancel your account, all accumulated points will expire.

11.8. Personal Information. We, or entities we instruct, collect, and store all relevant personal information you provide to help us administer the Ploom Club and facilitate your participation in the program. For more information on how we use and protect your personal information, please read our Privacy Policy.

11.9. How to Leave. You can choose to deactivate your membership in PLOOM CLUB when you terminate your Ploom account itself. You can do this in your Account Dashboard after login with your credentials.

11.10. You must not attempt to obtain points fraudulently. We reserve the right to remove any points we reasonably suspect have been obtained in breach of these Terms and Conditions.

11.11. We reserve the right to make changes to these Terms and Conditions, withdraw or modify the benefits we provide, or withdraw the Ploom Club program in its entirety at any time without notice.

11.12. All questions or disputes regarding eligibility for the Ploom Club, the availability of points, or your adherence to these Terms and Conditions shall be resolved by us at our sole discretion. Our final decision shall be binding.

12. Refer a Friend

12.1. Refer a Friend Definitions

‘Referrer’ – means the registered Ploom account holder recommending a Friend to Ploom.

‘Friend’ – means a friend of the Referrer who is 18 or over and who is an existing adult smoker who receives a Referral Code from the Referrer.

‘Referral Code’ - means the unique code a Referrer can use to recommend a Friend to Ploom and which entitles the Friend to certain discount on their first purchase of our Product.

‘Referral Date’- means the date the Referral Code is sent by the Referrer to the Friend.

‘Reward’ – means Ploom Club points added to the Referrer’s account once a Friend has used their Referral Code or such other reward that is communicated by us from time to time.

12.2. The Referrer

- Must be an existing registered Ploom account holder and member of the Ploom Club.

- Must ensure they have obtained their Friend’s permission before referring them and sharing with them their Referral Code.

- Can make multiple referrals subject to these Terms and Conditions. Provided that these Terms and Conditions are complied with they will receive a Reward for each Friend they refer.

- Must only share the Referral Code with Friends via email or direct message to the person. The Referral Code must not be shared on social media publicly or on large scale sharing platforms.

12.3. The Friend

- Must be 18 or over and an existing smoker or vapor.

- Must not already have a registered Ploom account.

- Must be a first time purchaser on our website and must not have participated in the Ploom Refer a Friend programme before.

12.4. How to Refer a Friend

- The Referrer’s Referral Code can be found within their Account Dashboard under Ploom Club. See the Ploom Club Terms and Conditions for details of how to become a member of the Ploom Club.

- The Referrer may copy and share the Referral Code with their Friends who are 18 or over and existing adult smokers or vapors.

- The Friend will be required to create a Ploom account and use the Referral Code when registering and making their first purchase of our products.

- Upon the Friend making their first purchase of our products the Referrer will then receive a Reward.

- You cannot refer yourself or the same Friend multiple times.

12.5. Referral Codes. Referral Codes can be redeemed once per Friend only against the first purchase of our products. A Friend has 12 months from the Referral Date to redeem the Referral Code upon which time their use of the Referral Code will then expire.

12.6. Rewards. Rewards are redeemable against purchase on our website. A limited number of points can be used per order and Rewards may not be eligible to be redeemed against purchases of some products. For more information on how to spend points, please see the Ploom Club Terms and Conditions. Rewards are non-refundable, non-transferable, have no cash value and cannot be redeemed for cash and are not redeemable against delivery charges. Points are not electronic money and do not perform the functions of electronic money.

12.7. We reserve the right to refuse the issue of any Reward to a Referrer or the use of a Referral Code by a Friend, if we believe that the Referrer or Friend is abusing this program or is otherwise in breach of these Terms and Conditions.

12.8. We reserve the right to amend or terminate the Ploom Refer a Friend program at any time without notice. In the event we decide to offer an alternative Reward we shall communicate it to affected customers. Any changes to the Ploom Refer a Friend programme or new terms and conditions will be available on our website. The terms and conditions on the website at the time a Referrer or Friend uses the Refer a Friend programme will be the ones that apply.

13. Ploom promise

13.1. Ploom product warranty. In order to ensure you have the best possible experience with our products, we offer customers a free 12-month warranty on all new devices purchased direct from through our website or Ploom Retail Point.

13.2. How you get your warranty. You will need to ensure your device is linked to your account on our website (registered) or Purchase Bill so that your warranty details are always available. If you are not able to provide Purchase Bill, you will need to register your device in order to claim against your warranty.

13.3. How the warranty works. Our warranty provides cover against faults during normal use. This means that if your product develops a fault during the warranty period, we will arrange for it to be replaced free of charge. Products with faults due to normal wear and tear or damage caused by inappropriate use (including thermal, chemical or mechanical damage) will not be replaced free of charge and no refunds will be issued.

13.4. How to make a claim against the warranty. If you believe that your products are faulty, please contact our Ploom Care Team or visit a Ploom Retail Point (see section 1.2. above). We will perform a diagnostic with you over the phone, online or in-person in Ploom Sales Point to identify the fault and if necessary we will provide a replacement. If no equivalent product is available, we’ll always do our best to make sure that you’re satisfied with the outcome. If you return a product to us that is not faulty, then we may return the items to you or offer you a replacement at your own.

13.5. Warranty exclusions. There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:

- Products which have been purchased more than 12 months beforehand.

- Consumables such as tobacco sticks.

- Any type of accessories

- If the product has been used commercially or for business purposes.

- Cosmetic wear and tear such as scratches, dents, corrosion or color where the function of the product is unaffected.

- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.

- Products that have been tampered neither online nor Ploom Retail Point.

- Deliberate damage or neglect of the product.

- Products that have been subjected to chemical, thermal or physical damage

- Secondhand products.

13.6. Territory. Our warranty only applies to products purchased in the Azerbaijan (both online and Ploom Retail Point)

13.7. Accidental Damage limitations. You must take all reasonable precautions to protect your device and use and maintain the device in accordance with its instructions and user guide. If you do not do so, then you are not entitled to a replacement device. You are limited to 1 replacement device for accidental damage for each registered device (however you can still receive the remaining warranty services until the end of your warranty period). The new device will have a new warranty period starting from the new registration date.

13.8. Accidental Damage exclusions. You will not be eligible under this accidental damage warranty if:

- the damage is caused by abuse or inappropriate use, or actual, or attempted, modification or alteration of the device, power surge;

- the device has been opened, serviced, modified or altered in a manner not authorized by user guide;

- as a result of the loss or theft of your device;

- cosmetic damage to your device which does not affect the functionality of the device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;

- damage or failure caused by normal wear and tear and/or usage of the device;

- improper handling, or liquid contact, damage from fire, flood, or natural disaster;

- damages caused due to use with non-compatible product.

13.9. Making a claim under accidental damage. You must report your claim to our Ploom Care Team or Ploom Retail Point as soon as possible and provide the following information: (1) the serial number for the affected device; (2) description of the symptoms, problems with or causes of the damage to the device; (3) error messages; and (4) actions taken before the device experienced problems and any steps you took to resolve the problem.

14. Events outside of control

14.1. The Seller or we will not be liable or responsible for any failure to perform, or delay in performance of any obligations under these Terms and Conditions that is caused by an event outside their/our control for example strikes, or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, government actions, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

14.2. If the Seller is unable to perform obligations to you as a result of any event outside of control Consumer Care service will contact you as soon as reasonably possible and the seller’s obligations to you shall be suspended for the duration of the event outside of their control. If this affects delivery of products to you, a new delivery date will be arranged with you as soon as it is confirmed.

15. About these Terms and Conditions

15.1. When these Terms and Conditions start to apply. These Terms and Conditions came into force on April 2025 and apply to all orders made on or after midnight on that date.

15.2. Transferring this agreement to someone else. This contract is between you and the Seller. The seller may transfer their rights and obligations under these Terms and Conditions to another organization.

15.3. If a court finds part of this contract illegal, the rest will continue in force. Each of the sections of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

15.4. Even if there is a delay in enforcing this contract, it can be still enforced later. If it is not insisted immediately that you do anything you are required to do under these Terms and Conditions, or if there is a delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent taking steps against you at a later date.

15.5. Amendments to these Terms and Conditions. This Terms and Conditions may occasionally be amended. You should check them each time you wish to place an order to ensure you understand the Terms and Conditions that will be applied to that order.

15.6. Which laws apply to this contract and where you may bring legal proceedings. These Terms and Conditions are governed by legislation of the Republic of Azerbaijan and the courts of the Republic of Azerbaijan shall have exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms and Conditions.