Faulty, damaged, incorrect or not as described
Contact us with your order details so the issue
can be assessed and an appropriate remedy arranged.
Return policy
Smoke Market Australia
Return & Refund Policy
This policy explains how we assess faulty, damaged, incorrect or missing
products, how to request a remedy and when change-of-mind returns are
unavailable.
Our approach
Fair assessment, clear instructions and protected consumer rights.
Smoke Market Australia aims to resolve genuine product and fulfilment problems fairly and efficiently.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that
cannot lawfully be excluded under the Australian Consumer Law.
Because tobacco products and other restricted consumables are regulated and cannot ordinarily be
resold once supplied, we do not generally accept returns where a customer has simply changed their mind.
Returns are not normally
accepted
A refund or exchange is not provided merely
because you no longer want the product, ordered the wrong item or found it cheaper elsewhere.
Your statutory rights
remain protected
Where goods fail to meet a consumer guarantee,
the remedy will depend on the nature and
seriousness of the problem.
How to request a return or remedy
Do not post an item back until our customer service team has provided return
instructions.
01
Contact us
Send your order number and a description of the problem.
02
Provide evidence
Supply clear photographs, video or
other information if requested.
03
Assessment
We review the issue and confirm the
available remedy or next step.
04
Resolution
A replacement, refund or other lawful
remedy is arranged where applicable.
Australian Consumer Law
Consumer guarantees apply automatically.
Goods supplied to consumers must satisfy the consumer guarantees that
apply under law. Where a product does not meet an applicable guarantee,
the customer may be entitled to a remedy.
The type of remedy depends on the circumstances and whether the
problem is major or can be resolved within a reasonable time.
1 A major problem may entitle the consumer to reject the goods and choose a
refund or replacement.
refund or replacement.
2 For a non-major problem, the supplier may first provide an appropriate
remedy within a reasonable time.
remedy within a reasonable time.
3 These rights are separate from, and may continue beyond, any voluntary
warranty or store policy.
warranty or store policy.
When you should contact us
Please contact customer service if an item:
- Arrives damaged in transit
- Is materially faulty or defective
- Is different from the item ordered
- Is materially different from its description
- Is missing from the delivered parcel
- Otherwise fails an applicable consumer guarantee
Report delivery damage promptly and retain the product, outer carton, labels
and all packaging until the assessment is complete.
and all packaging until the assessment is complete.
When a return is not normally available
We do not generally provide refunds, credits or exchanges where the correct
product was supplied in acceptable condition and the customer:
- Changed their mind
- Ordered the wrong product or quantity
- Found the product cheaper elsewhere
- No longer wants or needs the product
- Dislikes the flavour, strength, design or packaging
Any discretionary exception must be approved by us in writing before the
product is returned.
Tobacco and consumable products
Change-of-mind returns are not accepted for tobacco products, opened
products, used products or consumable products.
This restriction does not remove any rights that apply where a product is faulty, unsafe, incorrectly supplied or otherwise fails a consumer guarantee.
Do not destroy, discard or use the remaining product after discovering a problem unless customer service confirms that doing so is appropriate.
Information required for assessment
We may ask you to provide:
- Your full name and order number
- Proof of purchase
- A description of the issue
- Photographs of the product and packaging
- Photographs of shipping labels and damage
- Batch, barcode or product-identification details
- Any other information reasonably required to assess the claim
Wait for return instructions
Products must not be returned without instructions from customer service. A
return address, reference number or specific carrier method may be required.
Sending a parcel to an unauthorised address may delay the assessment and
does not guarantee a refund.
Returned products should be packaged securely and include the information
requested by customer service.
Postage and reasonable costs
Where a product is confirmed to have a problem covered by an applicable
consumer guarantee, reasonable return costs will be handled or reimbursed
as required by law.
Where a return is not connected with a legal entitlement and is accepted only
as a discretionary exception, the customer may be responsible for return
postage and any original delivery cost, as advised before the return.
Do not use an unapproved premium or express return service unless we have agreed to it in writing.
Transit damage and incorrect parcels
If a parcel arrives damaged, photograph the unopened parcel before removing the contents whenever it is safe to do so.
Retain the outer carton, internal packaging, shipping label and affected
products. These materials may be required for a carrier investigation.
If the parcel appears to have been tampered with or contains an incorrect item, contact us before using the contents.
Lost parcels and tracking disputes
Where tracking shows an unusual delay or delivery has not occurred, contact
us with the order and tracking details.
We may ask the carrier to investigate, confirm delivery records or provide
proof of delivery before determining the next step.
Customers should also check safe-drop areas, building reception, household
members and any carrier collection notice.
How approved refunds are issued
Approved refunds are normally issued to the original payment method,
unless another method is required or agreed.
We aim to process an approved refund within five business days. Your bank or payment provider may require additional time to display the funds.
Shipping charges are refunded only where required by law or expressly
confirmed as part of the approved resolution.
Replacement products
Where a replacement is the agreed remedy, it will be dispatched subject to
stock availability, verification and legal delivery eligibility.
If an identical replacement is unavailable, we will discuss an appropriate alternative remedy, which may include a refund where required.
Claims that may not qualify
A remedy may not be available where the problem was caused by misuse,
improper storage, accidental damage after delivery or failure to follow
instructions.
A customer may also have no remedy for a particular fault that was clearly
disclosed before purchase, although rights may still apply to a different
undisclosed problem.
Cancellation before dispatch
Contact us as soon as possible if you need to cancel an order. We will try to
assist, but cancellation is not guaranteed once processing has started.
After an order has been dispatched, the return and refund conditions in this
policy apply.
If you disagree with an assessment
Contact customer service and explain why you believe the assessment should be reviewed. Include any additional evidence that may assist.
We will review the available information in good faith. Nothing in this process prevents a customer from exercising any right to contact an applicable consumer-protection
body or pursue another lawful remedy.
Consumer guarantee notice
Your legal rights cannot be replaced by a store policy.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Any
exclusion or limitation in this policy applies only to the maximum extent permitted by law.
A requirement to contact us promptly, provide photographs or follow a return process does not remove a
consumer guarantee or impose an unlawful expiry date on statutory rights.
Return Support
smokeglobal.au.support24@gmail.com Need to report a problem?
Include your full name, order number, reason for the request and clear photographs where relevant.