Returns and Refund Policy

Returns and Refund Policy

Returns & Refund Policy

At Cigarette Central, customer satisfaction is important to us.
Due to the nature of tobacco products and health regulations, specific return and refund conditions apply to all purchases made through our website.

By placing an order with Cigarette Central, you agree to the terms outlined below.

🚭 Tobacco Product Return Restrictions

For health, hygiene, and safety reasons, we generally do not accept returns or exchanges for:

❌ Change of mind
❌ Incorrect product selection by customer
❌ Opened tobacco products
❌ Used products
❌ Products damaged after delivery
❌ Orders refused after dispatch

All tobacco-related sales are considered final unless the product arrives damaged, incorrect, or incomplete.

✅ Eligible Refund or Replacement Requests

We may offer a replacement, store credit, or refund if:

✔ Incorrect item received
✔ Missing items from your order
✔ Products arrive damaged
✔ Order is significantly different from what was purchased
✔ Parcel is confirmed lost in transit by the courier

Supporting evidence may be required before approval.

ðŸ“ļ Proof Required For Claims

To assist with investigations and claims, customers may be required to provide:

✅ Clear photos of products received
✅ Photos of packaging and shipping labels
✅ Order number
✅ Description of the issue

Failure to provide requested evidence may delay or prevent claim approval.

⏰ Claim Timeframe

Customers must report issues within:

Issue Type Reporting Time
Damaged Items Within 48 Hours of Delivery
Missing Items Within 48 Hours of Delivery
Incorrect Products Within 48 Hours of Delivery
Lost Parcels Within Courier Investigation Period

Claims submitted outside these timeframes may not be eligible for review.

ðŸ“Ķ Lost or Delayed Parcels

Once an order has been handed to the courier, delivery operations are managed by the shipping provider.

While we will assist where possible, Cigarette Central is not responsible for:

  • Courier delays
  • Public holiday disruptions
  • Weather-related delays
  • Parcels marked as delivered
  • Theft after delivery
  • Incorrect addresses supplied by customers

Courier investigations may be required before refunds or replacements are approved.

⚠ïļ Tasmania Shipping Notice

Express shipping is NOT available for Tasmania orders.

Customers shipping to Tasmania must select the Tasmania shipping option at checkout.

Cigarette Central is not liable for delays, damage, or delivery issues caused by incorrect shipping option selection.

ðŸšŦ Non-Refundable Situations

Refunds or replacements may not be approved for:

❌ Incorrect address entered by customer
❌ Customer unavailable for delivery
❌ Delivery delays outside our control
❌ Change of preference or taste
❌ Packaging variations from manufacturers
❌ Minor cosmetic packaging damage
❌ Refused deliveries
❌ Incorrect product ordered by customer

Please review all order details carefully before completing checkout.

🔒 Fraud Prevention & Refund Abuse

To protect against fraud and refund abuse:

✅ Claims may undergo investigation
✅ Additional verification may be requested
✅ Suspicious claims may be denied
✅ Fraudulent disputes may be reported to payment providers or authorities

Cigarette Central reserves the right to refuse refunds where misuse, abuse, or suspicious activity is detected.

ðŸ’ģ Approved Refunds

If a refund is approved:

✔ Refunds will be issued to the original payment method
✔ Processing times may vary depending on payment providers
✔ Shipping fees may not be refundable unless required by law

Partial refunds may apply in certain situations.

🔄 Replacement Orders

Where appropriate, Cigarette Central may offer:

✅ Replacement products
✅ Store credit
✅ Partial replacement shipments

Replacement decisions are made at our discretion based on the issue reported.

📎 Return Shipping

If a return is approved, customers may receive instructions regarding return shipping procedures.

Unauthorised returns may not be accepted.

For hygiene and safety reasons, some products may not require physical return before a resolution is provided.

⚖ïļ Australian Consumer Law

Nothing in this policy excludes or limits rights available under Australian Consumer Law.

Customers may be entitled to certain remedies where products fail to meet consumer guarantees required by law.

📞 Contact Us

For refund, replacement, or return enquiries, please contact Cigarette Central through our Contact Page.

Please include:

  • Order number
  • Full name
  • Description of issue
  • Supporting photos if applicable