This Refund & Returns Policy applies to all purchases made through onlinetobaccoaustralia.com.

By placing an order on our website, you agree to the terms outlined below.

1. General Policy

We aim to provide quality products and reliable service. However, due to the nature of our products and supply chain, refunds are not automatically guaranteed once an order has been processed and dispatched.

In most cases, refunds are not accepted for change of mind, taste preference, or incorrect product selection by the customer.

2. No Refund for Change of Mind

We do not offer refunds in the following situations:

  • Change of mind after purchase
  • Incorrect item selection by the customer
  • Dissatisfaction with taste, appearance, or brand preference
  • Delay in delivery caused by postal services or customs
  • Failure to read product description before ordering

Once an order is confirmed and processed, it is considered final.

3. Eligible Refund Cases (Limited Circumstances Only)

Refunds may only be considered if:

  • You received an incorrect item due to our error
  • The item was damaged before arrival (must be reported within 24–48 hours of delivery)
  • The product was not delivered within a reasonable timeframe and is confirmed lost
  • The item is out of stock after payment has been received

In such cases, we may offer:

  • Replacement (preferred option), or
  • Refund at our discretion

4. Returns Policy

If a return is approved:

  • Items must be returned in original condition and packaging
  • Return shipping costs are the responsibility of the customer unless the error was ours
  • Returned items must be inspected before any refund or replacement is issued

We reserve the right to reject returns that do not meet these conditions.

5. Refund Processing

If a refund is approved:

  • Refunds are processed using the original payment method where possible
  • Processing time may vary depending on your payment provider
  • Any transaction or processing fees may be deducted from the refund amount

6. Order Cancellation

Orders can only be cancelled before they are processed or shipped.

Once shipped, cancellation is no longer possible.

7. Contact Us

For refund or return enquiries, contact:

Email: support@onlinetobaccoaustralia.com

Whatsapp: +61493625637