1. Overview
At Cigarette Store Australia, we aim to process orders accurately and provide a reliable shopping experience.
This Refund and Return Policy explains how we handle requests involving damaged, faulty, incorrect, missing, or undelivered orders, as well as change-of-mind requests.
This policy must be read alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any consumer guarantee or other right that cannot lawfully be excluded.
2. Australian Consumer Law
Under Australian Consumer Law, eligible customers have rights and remedies when goods fail to meet applicable consumer guarantees.
Depending on the circumstances, a customer may be entitled to a repair, replacement, refund, or other remedy where goods are faulty, damaged, incorrectly supplied, or otherwise fail to meet a consumer guarantee.
The remedy available depends on the nature and seriousness of the problem and the requirements of the law.
Our policy does not remove any rights you may have under Australian Consumer Law.
For more information, visit the Australian Competition and Consumer Commission (ACCC): https://www.accc.gov.au/consumers
3. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or different from what you ordered, please contact us as soon as reasonably possible.
To help us assess your request, please provide:
- Your order number.
- The name of the affected product.
- A description of the issue.
- Clear photographs of the item and its packaging, where appropriate and safe to provide.
We will assess the circumstances and explain the available next steps.
Where a remedy is required under Australian Consumer Law, we will provide the applicable remedy. Depending on the circumstances, this may include a refund, replacement, or another legally required solution.
Please do not dispose of or return an affected item until we have provided instructions, unless disposal is necessary for safety or required by law.
4. Change-of-Mind Returns
We do not generally offer refunds or exchanges simply because a customer changes their mind, orders the wrong product, or decides they no longer want an item, unless we have expressly agreed otherwise.
However, this change-of-mind policy does not apply where a refund, replacement, or other remedy is required under Australian Consumer Law.
Due to the nature of certain products, including age-restricted or sealed goods, additional legal and hygiene considerations may apply to returns. These considerations do not override any rights that cannot lawfully be excluded.
5. Incorrect or Missing Items
If you receive an incorrect item or believe an item is missing from your order, please contact our customer service team with your order number and details of the issue.
We will review the order and relevant fulfilment information.
If we confirm that an item was incorrectly supplied or omitted, we will arrange an appropriate resolution in accordance with our obligations and the circumstances of the order.
6. Lost, Delayed, or Undelivered Orders
Delivery times may vary depending on the destination, delivery provider, operational conditions, and other circumstances beyond our control.
If your order has not arrived within the expected delivery timeframe, please contact us with your order number.
We may check tracking information and contact the delivery provider to investigate.
Where an order is confirmed lost or not delivered, we will assess the appropriate remedy in accordance with the circumstances and applicable consumer law.
A tracking update alone does not automatically resolve our obligations where goods have not been delivered as required.
7. How to Request a Refund or Return
To submit a request:
- Contact us using the customer service email listed in the Contact Us section below.
- Include your order number and the email address used at checkout.
- Explain the issue and specify the resolution you are requesting.
- Include relevant photographs or supporting information, if appropriate.
- Wait for our instructions before sending anything back.
We aim to acknowledge enquiries within 2 business days and provide an update as soon as reasonably practicable. Actual resolution times may depend on the nature of the issue and any necessary investigation.
Please do not send products to an address unless we have confirmed the return arrangements.
8. Return Shipping Costs
Where a return is required because an item is faulty, damaged, incorrectly supplied, or otherwise subject to a remedy under Australian Consumer Law, we will handle reasonable return costs in accordance with our legal obligations.
For any return or exchange that we voluntarily accept for reasons not covered by consumer guarantees, we will explain any applicable shipping costs before the return proceeds.
Customers should contact us before arranging return postage so that suitable instructions can be provided.
9. Refund Processing
If a refund is approved or legally required, we will generally process it using the original payment method where reasonably possible.
Refund processing times can vary depending on the payment provider, bank, or financial institution. Once we have initiated a refund, the time it takes to appear in your account may be outside our control.
If the original payment method is no longer available, we will contact you to discuss an appropriate alternative.
We will not impose an unlawful fee or deduction from a refund.
10. Order Cancellations
If you wish to cancel an order, contact us as soon as possible and provide your order number.
We will determine whether the order can still be cancelled, taking into account its fulfilment status and any applicable legal requirements.
An order that has already been dispatched may not be able to be stopped through the normal cancellation process. This does not affect any rights you may have under Australian Consumer Law.
11. Product Safety and Restricted Goods
Certain products may be subject to legal restrictions, age requirements, packaging requirements, or other applicable rules.
Customers must not return products in a way that breaches applicable law or carrier requirements. Please contact us for instructions before arranging a return.
Where a product presents a safety concern, stop using it and contact us for guidance. Do not send potentially hazardous goods through the post without appropriate instructions.
Nothing in this section limits any legally required consumer remedy.
12. Contact Us
For refund, return, replacement, or order-related enquiries, please contact:
Business name: Cigarette Store Australia
Email: [Insert your customer service email address]
Website: [Insert your website URL]
Postal address: [Insert your business postal address, if applicable]
Please include your order number in your message so we can identify your purchase.
13. Changes to This Policy
We may update this Refund and Return Policy to reflect changes to our business practices or legal requirements.
The latest version will be published on this page with an updated revision date. Any changes will not remove rights that apply to purchases already made under applicable law.
This policy is a general template and should be reviewed against your actual fulfilment and refund procedures before publication. Australian Consumer Law rights cannot be excluded by a store policy.