Changed your mind? This returns refunds guide explains our fair, straightforward returns and refunds policy.
Eligibility
- Items must be unopened, sealed and in original condition.
- Contact us within 7 days of delivery via support.
- Faulty, damaged or incorrect items: contact us immediately with photos.
How to request a return
- Message WhatsApp +61 420 127 022 or email helpdesk@aussie-smokes.com with your order number.
- We confirm eligibility and provide return instructions.
- Refunds are issued to the original payment method once received and inspected.
Non-returnable items
Opened products cannot be resold and are non-returnable except where faulty under Australian Consumer Law. See also shipping, terms and FAQs.
Health warning: smoking kills. Ready to quit? Visit our quit hub or call Quitline 13 78 48.
Changed Your Mind? How Returns Refunds Work
Our returns refunds process for change-of-mind is simple: items must be unopened, sealed and in original condition; contact us within 7 days of delivery via WhatsApp or email with your order number; we confirm eligibility and send return instructions; refunds issue to your original payment method after inspection. Return postage is the customer’s responsibility unless we sent the wrong item. Start any returns refunds request with your order number ready.
Damaged, Faulty or Wrong Items
Problems are rare, but when they happen we fix them fast. Photograph any damage, keep all packaging, and contact support immediately — do not return anything until we confirm the process. Faulty or incorrect items are replaced or refunded in full including any return postage. Report issues within 7 days so carriers and suppliers can investigate while evidence is fresh.
Refund Timing and Australian Consumer Law
Approved refunds are processed within 5 business days of receiving and inspecting your return; bank transfer refunds then take 1–3 days to appear. Nothing here limits your Australian Consumer Law rights: products with major failures qualify for replacement or refund regardless of timeframes, and our terms confirm these guarantees. Questions? See FAQs or contact us — and if quitting interests you, our quit hub is free.
How to Pack Your Return
Approved returns refunds require careful packing: keep products sealed in original cartons, cushion with padding in a sturdy outer box, include your order number and name inside, and use tracked postage so both sides can follow the parcel. Photograph the packed box before sealing. Ship to the address our team provides — never to a guessed address. Well-packed returns refunds clear inspection first time; poorly packed ones delay your refund.
Exchanges and Alternatives
Prefer an exchange over a refund? Our returns refunds team happily arranges swaps for unopened items — different brand, variant or quantity — with price differences settled via Bank Transfer/PayID. Exchanges ship after we receive your return, or sooner for trusted repeat customers. Partial-order returns are fine too: keep what suits you, send back the rest. Discuss options via WhatsApp or email before posting anything.
Promotional and Discounted Items
Sale and discounted items follow the same returns refunds rules: unopened and within 7 days qualifies, with refunds calculated at the price actually paid. Bundle discounts are honoured on partial returns wherever possible — our returns refunds team will explain the exact maths before you post anything. Promotional freebies included with returned orders should be sent back too, or their value may be deducted. Questions? Ask us first.
Our Fairness Pledge
Beyond formal returns refunds rules, our pledge is simple: genuine problems get genuine solutions. Wrong item, damaged parcel, faulty product — we replace or refund without argument, because keeping your trust matters more than any single order. Change-of-mind returns follow the published 7-day sealed-item process above. If you ever feel a returns refunds decision was unfair, escalate directly via helpdesk@aussie-smokes.com and a senior team member will review it personally.