Returns & Refunds Policy

Effective Date: September 2026  |  Fulfilment Hub: Daylesford, VIC Australia

At Aus Cig Supply (operated by Jackie, located at Shop 1/123 Vincent St, Daylesford VIC 3460), we are committed to providing genuine, premium tobacco and smoking paraphernalia. Our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law (ACL).

We understand that circumstances may change. We accept returns and exchanges for change-of-mind purchases within 14 calendar days of parcel delivery, provided the products meet the strict hygiene and integrity criteria below:

• Unbroken Manufacturer Seal: Cigarette cartons, loose tobacco pouches/tins, and sealed cigar boxes must remain entirely unopened, with duty-paid/excise seals, shrink-wrap, and tamper-evident bands completely intact.
• Unused Smoking Accessories: Pipes, lighters, cigar cutters, humidors, and glassware must be completely unused, unlit, unscratched, and returned in their original packaging with all protective inserts and manuals.
• Proof of Purchase: An official tax invoice or WooCommerce order confirmation number from Aus Cig Supply is required.
• Shipping Costs on Change of Mind: For voluntary change-of-mind returns, the customer is responsible for return postage. If the initial order qualified for free delivery (orders of A$100.00 or more), the cost of return freight remains at the customer's expense. We strongly recommend using a tracked domestic service (such as Australia Post Registered Post).

Due to public health regulations, hygiene standards, and the perishable/delicate nature of botanical tobacco leaves, the following cannot be returned or exchanged under change-of-mind:

• Any tobacco product (cigarettes, rolling tobacco, cigars) where the seal, cellophaning, or pouch seal has been broken or tampered with.
• Single cigars removed from their protective cellophane sleeve or humidor tubos.
• Used pipes, mouthpieces, herb grinders, or lighters that have been fueled, struck, or filled.
• Items returned in damaged, soiled, or incomplete condition not attributable to transit damage.

Nothing in this policy limits or excludes your statutory rights under schedule 2 of the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law).

• Transit Damage & Breakages: If your delivery arrives damaged or items are compromised, notify us within 48 hours of receipt with photos of the outer postal satchel and damaged merchandise.
• Faulty Smoking Accessories: Defective electronic ignition lighters, faulty humidor hygrometers, or manufacturing structural defects will be replaced or refunded with return postage covered by us.
• Incorrect Item Received: If we accidentally supplied an item differing from your WooCommerce tax invoice, we will provide a pre-paid return label and dispatch the correct product immediately at zero additional expense.

To ensure prompt resolution and accurate tracking, please follow these four steps:

All approved reimbursements will be issued via the original payment facility used on WooCommerce (credit/debit card, direct bank transfer, or electronic checkout gateway). Depending on your financial institution, funds usually reflect in your bank account within 3 to 7 working days.

Free Shipping Notice: Where a partial change-of-mind return brings the remaining net order value below our A$100.00 free shipping qualification threshold, the standard domestic freight charge may be deducted from the credited refund balance.