It is illegal to sell tobacco products to a person under 18. It is illegal to purchase a tobacco product for use by a person under 18.
At The Cigarette Hub, we aim to provide customers with quality products and reliable service. Please review the following policy to understand how we handle damaged goods, incorrect orders, returns, exchanges, and refund requests.
We take care when checking and packing orders before dispatch to minimise the risk of incorrect items or damage during transit.
If your order arrives with a damaged product, an incorrect item, or another issue, please contact our customer support team as soon as reasonably possible after delivery.
To help us assess your claim, we may ask you to provide photographs of the affected product, its packaging, and relevant order details.
After reviewing the information, we will determine an appropriate resolution based on the circumstances and applicable legal requirements. Depending on the issue, this may include a replacement, refund, or another suitable remedy.
We do not generally accept returns for change-of-mind purchases, incorrect product selections, or personal preference.
Due to the nature of tobacco and consumable products, we also generally cannot accept products that have been opened, used, or consumed for return.
We encourage customers to check product details, quantities, and order selections carefully before confirming their purchase.
These conditions do not affect any rights customers may have under applicable consumer protection laws.
For health, safety, and hygiene reasons, tobacco products, cigarettes, and other consumable goods are generally not accepted for return simply because a customer no longer wants them.
Items that have been opened, consumed, altered by the customer, or damaged after delivery may not qualify for a voluntary return or exchange.
However, these restrictions do not override any remedies available under the Australian Consumer Law where a product is faulty, does not meet a consumer guarantee, or otherwise qualifies for a remedy under applicable legislation.
We do not normally provide exchanges where a customer changes their mind or selects the wrong product when placing an order.
If you receive an item that differs from what you ordered, please contact our support team with your order details. We will assess the situation and arrange an appropriate resolution where applicable.
Refunds are not ordinarily provided for change-of-mind purchases.
Where a refund is approved because of an order error, damaged goods, or another circumstance that warrants a refund under applicable law, we will arrange the refund using the original payment method where reasonably possible.
Processing times may vary depending on the payment method, financial institution, or payment provider. Please allow several business days for an approved refund to appear in your account where applicable.
This policy does not exclude, restrict, or modify any consumer rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Depending on the circumstances, customers may be entitled to a repair, replacement, refund, or other remedy if a product fails to meet the consumer guarantees required by law.
Any assessment of a return, replacement, or refund request will be conducted in accordance with applicable legal obligations.
If you have questions about this policy or need to report a problem with an order, please contact The Cigarette Hub through our Contact Us page.
Please include your order number and a description of the issue so that our team can review your enquiry and assist you appropriately.
It is illegal to sell tobacco products to a person under 18. It is illegal to purchase a tobacco product for use by a person under 18.
