At Cheaps Cigarettes, customer satisfaction is important to us. We aim to provide quality products and reliable service. This Refund & Returns Policy outlines your rights and our procedures regarding returns, exchanges, and refunds.
By placing an order through our website, you agree to the terms outlined below.
Tobacco & Age-Restricted Products
Due to the nature of tobacco products, cigarettes, cigars, vaping products, and other age-restricted items, we generally cannot accept returns of products that have been opened, used, or tampered with.
This policy helps ensure product quality, safety, and compliance with applicable regulations.
Change of Mind
We do not offer refunds or exchanges for change-of-mind purchases unless required under Australian Consumer Law.
Please carefully review your order before completing your purchase.
Damaged, Faulty, or Incorrect Items
If you receive a product that is:
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Damaged during transit
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Defective or faulty
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Incorrectly supplied
Please contact us within 48 hours of receiving your order.
To help us process your claim, please provide:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging where applicable
Our team will assess the issue and may offer a replacement, store credit, or refund where appropriate.
Missing Orders
If your order has not arrived within the estimated delivery timeframe, please contact our customer support team.
We will investigate with the shipping carrier and work to resolve the issue as quickly as possible.
Refund Eligibility
Refunds may be approved when:
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A product is confirmed to be faulty or defective
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An incorrect item was supplied
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An order cannot be fulfilled
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Required under Australian Consumer Law
Refunds will not be issued for:
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Change-of-mind purchases
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Incorrect product selection by the customer
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Delays caused by shipping carriers beyond our control
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Failure to provide accurate delivery information
Return Process
If a return is approved:
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Contact our customer support team for authorization.
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Follow the return instructions provided.
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Ensure products are returned in their original condition and packaging where applicable.
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Returns sent without prior authorization may not be accepted.
Customers may be responsible for return shipping costs unless the return is due to our error or a faulty product.
Refund Processing
Approved refunds will be issued using the original payment method whenever possible.
Please allow:
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3–10 business days for refund processing
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Additional time for banks or payment providers to complete the transaction
Processing times may vary depending on your financial institution.
Order Cancellations
Orders may be cancelled before dispatch by contacting our customer support team as soon as possible.
Once an order has been shipped, cancellation requests may no longer be possible.
Cheaps Cigarettes reserves the right to cancel orders due to:
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Stock availability issues
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Pricing errors
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Suspected fraudulent activity
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Failure to complete age verification requirements
Where payment has already been received, an eligible refund will be processed.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law (ACL).
Customers may be entitled to a repair, replacement, or refund where goods fail to meet consumer guarantees under applicable law.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact our customer support team through the contact information provided on our website.
Website: cheapscigarettes.com.au
We are committed to handling all refund and return requests fairly, promptly, and in accordance with Australian Consumer Law.