Returns & Refunds
Our Commitment to Your Satisfaction When You Buy Tobacco for Sale AU
Our Guarantee to You
Returns & Refunds, At aussietobacco.org, we stand behind every product we deliver. We are committed to providing only the highest quality hand rolling tobacco AU, premium cigar AU, and pipe tobacco for sale AU, 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. Returns & Refunds
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: returns@aussietobacco.org
- 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 | 48 hours | 2-3 days | Bank Transfer |
| Crypto Currency | 24 hours | 24-48 hours | Direct to crypto wallet |
| Store Credit | Instant | Immediate | +10% bonus |
| Bank Transfer | 48 hours | 2-3 days | For large refunds |
Store Credit Bonus
Choose store credit and receive:
- Instant credit to your account
- +10% bonus added automatically
- Valid for 12 months
- Use on any future purchase
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 (tobacco 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
Frequently Asked Returns Questions & Answers
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.
Contact Returns Department
Email: info@aussietobacco.org
Response Time: Within 4 hours
Hours: Mon-Fri 8AM-6PM AEDT, Sat 9AM-4PM
Include in your email:
- Order number
- Product name
- Issue description
- Photos (if applicable)
Our Commitment
We recognize 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 https://aussietobacco.org/.