Returns & Refund Policy

At Cigarette Online Group in Australia, we aim to resolve product and delivery issues fairly. This policy explains how to request a return, refund, or replacement for orders placed through our website.

All requests are subject to applicable consumer laws, including the Australian Consumer Law (ACL).

🚭 Tobacco Product Return Conditions

For hygiene and safety reasons, we generally do not accept returns for change of mind or customer ordering errors, particularly where products have been opened or used.

However, this does not affect your legal rights if a product is faulty, damaged, incorrect, or otherwise fails to meet consumer guarantees.

✅ When You Can Contact Us

Please contact us if your order includes:

• An incorrect item

• Missing items

• Products that arrive damaged or faulty

• Products significantly different from the description

• A parcel confirmed as lost after a carrier investigation

Depending on the circumstances and applicable law, a refund, replacement, repair, or another appropriate remedy may be available.

📸 Evidence for Claims

To help us investigate, please provide:

• Your order number

• Your full name

• A description of the issue

• Clear photos of the product and packaging, where relevant

• Shipping label photos, if needed

We may request additional information to assess your claim.

⏰ Reporting Timeframes

Please report damaged, missing, or incorrect items as soon as possible, ideally within 48 hours of delivery.

For parcels that have not arrived, contact us so we can check the tracking information and, where appropriate, begin a carrier investigation.

These requested reporting timeframes help us investigate promptly and do not remove any rights you may have under applicable law.

📦 Lost or Delayed Parcels

Delivery times can be affected by courier operations, public holidays, severe weather, and other transport disruptions.

If your parcel is delayed, missing, or marked as delivered but has not arrived, contact us with your order number and tracking details. We will review the information and assist with an investigation where appropriate.

Your rights under Australian Consumer Law remain unaffected.

⚠️ Tasmania Shipping Notice

Express shipping is not available for Tasmania orders. Please select the Tasmania Shipping option at checkout.

Choosing an unsuitable shipping option may affect delivery arrangements or timing. Contact us if you need help selecting the correct option.

🚫 Situations That May Not Qualify for a Change-of-Mind Refund

Depending on the circumstances, a change-of-mind refund may not be available for:

• Incorrect product selection by the customer

• Change of taste or preference

• Opened or used products where return restrictions apply

• Minor packaging differences that do not affect the product

• Delivery issues caused by incorrect address details supplied by the customer

These conditions do not exclude remedies required by law, including where a product is faulty or consumer guarantees have not been met.

🔒 Fraud Prevention & Claim Verification

We may review refund and replacement requests to verify order details and prevent fraudulent activity. Additional information may be requested where reasonably necessary.

We reserve the right to investigate claims involving suspected misuse or fraud, while assessing each request in accordance with applicable law.

💳 Approved Refunds

Where a refund is approved:

• Refunds will generally be issued to the original payment method.

• Processing times depend on the payment provider and financial institution.

• Shipping fees will be handled in accordance with applicable law and the circumstances of the order.

• Partial refunds may be available where appropriate.

🔄 Replacements & Store Credit

Depending on the issue and applicable legal requirements, we may offer a replacement, store credit, refund, or another suitable resolution.

Any remedy required by law will not be replaced by store credit without the customer's agreement where that agreement is legally required.

📬 Return Shipping

Please contact us before sending any item back. If a return is required, we will provide instructions.

Do not send products to us without return authorisation. In some cases, we may be able to assess a claim using photos or other evidence without requiring the product to be returned.

⚖️ Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee or other right that cannot legally be excluded under Australian Consumer Law.

Depending on the circumstances, customers may be entitled to a repair, replacement, refund, or other remedy where a product fails to meet applicable consumer guarantees.

📞 Contact Us

For return, refund, or replacement enquiries, visit the Cigarette Online Group Contact Page.

Please include your order number, full name, a description of the issue, and supporting photos where relevant.