Returns & Refunds
Returns & Refunds: Simple, Fair & Customer-Focused
Our Commitment to Your Satisfaction When You Buy Tobacco for Sale Australia
Our Guarantee to You
At australiatobacco.net, we stand behind every product we deliver. We are committed to providing only the highest quality hand rolling tobacco Australia, premium cigar Australia, and pipe tobacco for sale Australia, each carefully stored and handled before dispatch. However, we understand that occasionally things may go wrong. This policy outlines our clear, fair process for addressing any issues.
Our Promise: We resolve all legitimate concerns within 24 hours of notification.
What Can Be Returned
✅ Fully Eligible
Damaged on arrival (visible damage to products or packaging)
Incorrect items (wrong product or quantity shipped)
Quality issues (excessive dryness, mould, seal failure)
Lost packages (confirmed lost in transit)
Sealed, unopened products (within 14 days of delivery)
❌ Not Eligible
Opened tobacco pouches (due to nature of product)
Cigars removed from humidified packaging (beyond 48 hours)
Personal preference changes (e.g., “didn’t like the flavour”)
Products damaged after delivery (improper storage)
Age verification failures at delivery (refund minus shipping)
The Returns Process: 3 Simple Steps
Step 1: Contact Us Immediately
Within 24 hours of delivery for any issues:
Email: sales@australiatobacco.net
Order number: Include in subject line
Photos: Attach clear images of damage/issues
Description: Brief explanation of the problem
Step 2: We Assess & Respond
Within 4 business hours:
We review your case and photos
We propose resolution (replacement, refund, or credit)
We provide RMA number if return needed
We email prepaid returns label (where applicable)
Step 3: Resolution Completed
Replacement: Dispatched within 24 hours
Refund: Processed within 24 hours
Store credit: Issued instantly with 10% bonus
Refund Methods & Timelines
| Method | Processing | Bank Time | Notes |
|---|---|---|---|
| Original Payment | 24 hours | 3-5 days | Card payments |
| Pay ID | 24 hours | 24-48 hours | Direct to PayPal |
| Crypto Currency | Instant | Immediate | +10% bonus |
| Bank Transfer | 48 hours | 2-3 days | For large refunds |
Store Credit Bonus
Choose store credit and receive:
Crypto Currency to your account
+10% bonus added automatically
Valid for 12 months
Use on any future purchase of tobacco for sale Australia
Common Scenarios & Resolutions
Damaged in Transit
What to do:
Do not accept if visibly damaged
Take photos before opening
Contact us within 24 hours
Resolution:
Full replacement dispatched immediately
We handle all courier claims
$20 voucher for inconvenience
Incorrect Items Received
What to do:
Keep items safe
Contact us with order number
Resolution:
Correct items dispatched next day
You keep incorrect items (small value)
15% discount on next order
Quality Concerns
Valid issues:
Excessive dryness (hand rolling tobacco Australia crumbling)
Mould on products
Seal failure upon arrival
Off odours or discolouration
Resolution:
Return for inspection (prepaid label)
Replacement or refund upon verification
Case-by-case assessment
Lost Packages
If tracking shows no movement for 5+ days:
Contact us with order number
We investigate with courier (24-48 hours)
If confirmed lost, full refund or replacement
If tracking shows “Delivered” but not received:
Check neighbours and safe places
Contact us within 48 hours
We investigate and resolve
Age Verification Failures
Delivery Refused Due to Age
If courier cannot verify age at delivery:
Parcel returned to depot
After failed attempts, returned to us
Refund issued minus shipping costs ($20.95)
Customer notified via email
Why Shipping Isn’t Refunded
Shipping costs are non-refundable when:
Age cannot be verified at delivery
Incorrect address provided
Customer not available after multiple attempts
Delivery refused
Non-Returnable Items: Explained
Why Opened Tobacco Can’t Be Returned
Due to the nature of our products:
Cannot verify product hasn’t been used
Cannot resell opened items
Hygiene and safety considerations
Legal and regulatory constraints
Exceptions for Quality Issues
Even opened products may qualify if:
Visible mould or contamination
Seal clearly compromised
Excessive dryness (product not as described)
Documented with photos
Shipping Cost Refunds
When Shipping is Refunded
Our error (wrong item, damaged goods)
Quality issues verified as our fault
Failed delivery due to courier error
Order cancellation before dispatch
When Shipping is NOT Refunded
Change of mind on unopened products
Personal preference returns
Age verification failure at delivery
Incorrect address provided
Unavailable after multiple delivery attempts
Return Shipping Costs
Our error: Prepaid label provided
Customer preference: Customer pays return shipping
Quality disputes: Case-by-case assessment
Returns for Different Product Categories
Hand Rolling Tobacco Australia
Unopened pouches: Eligible within 14 days
Opened pouches: Only eligible if quality issue verified
Bulk purchases: Partial returns accepted for unopened units
Premium Cigar Australia
Single cigars: Must be returned within 48 hours of delivery
Boxed cigars: Unopened boxes eligible within 14 days
Humidor issues: Assessed with photos and documentation
Pipe Tobacco for Sale Australia
Sealed tins: Eligible within 14 days
Opened tins: Only eligible if seal was compromised before opening
Bulk tobacco: Partial returns accepted for unopened portions
Tobacco Accessories Australia
Unused accessories: Eligible within 30 days
Used accessories: Only eligible if defective
Humidors: Assessed for functionality issues
Frequently Asked Returns Questions
Q: How long do I have to report an issue?
A: 24 hours from delivery for fastest resolution. Up to 7 days for quality issues with supporting evidence.
Q: Do I need to return products for refund?
A: For damaged/incorrect items, usually yes. For our errors, we often replace immediately without return.
Q: What if I receive someone else's order?
A: Contact us immediately. We’ll arrange collection and dispatch your correct order next day, plus $20 voucher.
Q: Can I exchange for a different product?
A: Unopened products within 14 days, yes. Contact us for exchange options. Price difference adjusted accordingly.
Q: What about returns for gifts?
A: Gift recipients can process returns with order number. Refunds issued as store credit to recipient.
Q: How are partial refunds calculated?
A: Proportionally based on affected quantity/value, plus shipping adjustments if applicable.
Q: What if my return gets lost in transit?
A: Use our prepaid labels with tracking. We monitor returns and follow up. If lost with our label, we cover value.
Q: Do you refund original shipping?
A: Yes, when return is due to our error. For change of mind, original shipping not refunded.
Q: How do I know my refund is processed?
A: You’ll receive email confirmation. Bank refunds show in 3-5 days, Pay ID 24-48 hours, Crypto Currency instantly.
Q: Can I return tobacco accessories Australia?
A: Unused accessories in original packaging can be returned within 30 days. Used accessories only if defective.
Contact Returns Department
Email: sales@australiatobacco.net
Response Time: Within 4 hours
Hours: Mon-Fri 8AM-6PM AEDT, Sat 9AM-4PM
Include in your email:
Our Commitment
We recognise that even with our stringent quality controls, occasional issues may arise. Our commitment is to excellence in resolution when needed. This policy embodies our dedication to fairness, transparency, and customer satisfaction.
Thank you for choosing australiatobacco.net.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .