Refund Policy
Last Updated: March 9, 2026
General Policy
Due to the nature of tobacco products, we generally do not accept returns or provide refunds for change of mind.
When We Accept Returns
We accept returns and provide full refunds in the following situations:
- Damaged Products: Items damaged during shipping
- Wrong Products: If we sent the wrong item
- Defective Products: Manufacturing defects
How to Request a Return
1. Contact us within 7 days of delivery
2. Provide your order number and reason for return
3. Include photos if the product is damaged
4. Wait for our approval and return instructions
Contact: [email protected]
Refund Process
Once your return is approved:
- Full refund including original shipping cost
- Processed within 5-10 business days
- Refunded to the original payment method
Non-Refundable Items
We cannot accept returns or provide refunds for:
- Change of mind
- Products that have been opened or used
- Orders cancelled after shipping
- Products damaged due to customer mishandling
Exchanges
We do not offer exchanges. If you need a different product, please place a new order and request a refund for the original order (if eligible).
Missing or Damaged Orders
If your order never arrived:
Contact us and we will investigate with the shipping carrier. If the package is confirmed lost, we will send a replacement or provide a full refund.
If your order arrived damaged:
Do not accept the delivery. Contact us immediately and we will arrange a replacement at no cost to you.
Contact Us
For refund questions: [email protected]
Response time: Within 24 hours (Mon-Fri 9AM-5PM AEST)