1. Overview
AUSTOBAC Official Store sells tobacco products, which are age-restricted and regulated products.
Due to the nature of tobacco products, opened, used or tampered-with tobacco products are generally not eligible for return or exchange.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee or other right that cannot lawfully be excluded under Australian law.
2. Age Verification
Customers must be 18 years of age or older to purchase tobacco products.
By placing an order, the customer confirms that they are at least 18 years old and legally permitted to purchase tobacco products.
If we reasonably determine that an order was placed by a person under 18, or if required age verification cannot be completed, we may cancel the order and issue an appropriate refund where permitted by law.
3. Eligible Returns
A return may be considered where a product:
- Arrives damaged due to delivery;
- Is materially different from the product ordered;
- Is defective or otherwise does not meet applicable consumer guarantees; or
- Has another issue for which a remedy is required under applicable Australian law.
Customers should contact us as soon as reasonably possible after receiving the order and provide details of the issue.
We may request photographs, order information or other reasonable evidence to assess the claim.
4. Non-Returnable Situations
Subject to rights that cannot legally be excluded, we generally do not accept returns or exchanges for:
- Tobacco products that have been opened;
- Tobacco products that have been used;
- Products that have been damaged, altered or tampered with after delivery;
- Change-of-mind returns for opened tobacco products;
- Orders where the customer provided an incorrect delivery address;
- Orders where the customer failed to satisfy an applicable age verification requirement; or
- Products affected by improper storage or handling after delivery.
We do not accept returns merely because a customer changes their mind after opening a tobacco product, subject always to any non-excludable rights under Australian consumer law.
5. Return Process
To request a return or refund, please email help@austobac.com with:
- Your order number;
- The name used for the order;
- A description of the issue;
- Photographs or other supporting information where applicable.
Do not send products back to us before receiving return instructions.
If a return is approved, we will provide instructions regarding the return process.
6. Return Shipping Costs
Where a product is confirmed to be faulty, damaged on arrival, incorrectly supplied, or otherwise requires a remedy under applicable law, we will consider responsibility for reasonable return shipping costs in accordance with the circumstances and applicable law.
Where a return is requested for a reason that does not require us to provide a remedy, the customer may be responsible for applicable return shipping costs.
7. Refunds
Once an approved refund has been processed, the refund will generally be issued to the original payment method.
The time for the funds to appear in the customer’s account depends on the payment provider or financial institution. We cannot control processing times imposed by third parties.
Where an order is cancelled before dispatch because age verification or another required compliance check cannot be completed, any applicable refund will be processed in accordance with this policy and applicable law.