Refunds and Returns Policy

Aussie Smokes is committed to providing genuine, compliant products sourced from verified suppliers. As an online retailer of cigarettes, tobacco, and smoking accessories, we follow strict handling and safety regulations that limit returns or exchanges after purchase. This policy outlines your rights under the Australian Consumer Law and the conditions that apply to all purchases made through our website.

1. No Change-of-Mind Returns (Tobacco & Regulated Products)

Due to hygiene requirements, safety regulations, and the consumable nature of tobacco products, we cannot accept returns or exchanges for change of mind under any circumstances. This applies to:

Cigarettes, RYO tobacco
Loose tobacco pouches
Any smoking-related consumables
Any opened or unsealed product

Once your order is submitted and processed, the sale is considered final. We encourage customers to review product details carefully before purchasing. Our support team is available to assist with any questions before checkout.

2. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a refund or replacement if a product has a significant failure, including when it:

Is defective or damaged upon arrival
It’s not what you ordered
Does not match the description on our website
It is unfit for its stated purpose

If a failure is not major, we may provide a repair or replacement.

3. Damaged, Incorrect, or Faulty Items

If your order arrives damaged, incorrect, or appears to have a manufacturing defect, please get in touch with us immediately so we can resolve the issue. To assist our assessment, we require:

Proof of purchase (order number, invoice, or receipt)
Clear photographs of the product and packaging
A description of the issue (damaged, leaking, incorrect item, etc.)

Claims must be submitted within 48 hours of delivery. Once reviewed, we will arrange one of the following:

Replacement of the affected item
Store credit
Refund (where required by law)

4. Situations Where Refunds Cannot Be Offered

We cannot provide a refund or replacement in the following cases:

You changed your mind after the purchase
The product has been opened, used, or tampered with
Damage occurred due to misuse, neglect, or improper storage
You provided incorrect shipping information, leading to loss or misdelivery
The parcel was stolen after the carrier confirmed delivery
The product is not faulty and matches the description on our website

Once parcels are handed over to Australia Post or another carrier, responsibility for delivery rests with the carrier.

5. Lost or Stolen Parcels

Aussie Smokes is not responsible for parcels that are:

Lost after delivery confirmation
Stolen from mailboxes, front doors, or parcel lockers
Delivered to the wrong address due to incorrect details entered at checkout

We encourage customers to provide secure delivery locations or utilise Parcel Lockers.

6. Returning Products (Faulty or Incorrect Items Only)

If a return is approved, we will provide:

A return address
Instructions for packaging the item
A prepaid return label (if applicable)

Returned items must be sent back in their original packaging, unless damaged on arrival. Upon receiving the return, we will assess the item within 2 business days and proceed with the appropriate remedy.

7. Contact Us for Returns or Issues

For all refund, return, or damaged product enquiries, contact our support team:

Business Hours: Monday-Friday, 9 am-5 pm (AEST)
WhatApps: 0404 285 996 (Messages only)

We aim to respond promptly and ensure every issue is handled with care, transparency, and compliance.