At Australia Tobacco Guide, customer satisfaction and statutory consumer rights guide everything we do. We comply fully with the Australian Consumer Law (ACL) set out under the Competition and Consumer Act 2010.

Take a moment to review our return requirements, replacement procedures, and refund timelines before placing an order.

1. Change of Mind Policy

Due to public health regulations, strict product safety standards, and the consumable nature of tobacco and smoking accessories, we do not accept returns or issue refunds for change of mind.

Please double-check your order details, selected brands, flavors, and quantities thoroughly in your cart before you finalize checkout.

2. Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

You qualify for a remedy if an item arrives:

  • Faulty or Defective: Hardware or accessories fail to function right out of the box due to a manufacturing flaw.
  • Damaged in Transit: The package or contents arrive broken, crushed, or visibly compromised.
  • Incorrect Product Received: We packed or dispatched an item that does not match your confirmed order summary.

3. Return Eligibility Requirements

To qualify for an inspection and return under our consumer guarantee, ensure your claim meets these criteria:

  • Reporting Window: Contact us within 48 to 72 hours of the parcel delivery timestamp.
  • Original Condition: Consumable packaging, factory seals, and serial numbers must remain intact unless opening was necessary to identify a manufacturer defect.
  • Proof of Purchase: Provide your original tax invoice or order confirmation number.
  • Visual Evidence: Send clear, well-lit photos or a short video showing the damage, defective hardware component, or incorrect package labels.

4. How to Start a Claim

Starting a return or replacement request is straightforward:

  1. Email Customer Support: Send your message to service@autobaccoguide.com with the subject line Return Request - Order #[Your Order Number].
  2. Include Key Details: State your full name, order number, a brief description of the issue, and attach clear photos/videos of the package and item.
  3. Wait for Approval: Our support team inspects your claim within 1 to 2 business days. Once approved, we will provide an authorized return authorization (RMA) along with return delivery instructions.
  4. Post Your Item: Pack the item securely so it survives shipping. Do not send items back to our warehouse address without prior email confirmation and an RMA number.

5. Return Shipping Costs

  • Our Responsibility: If you received a defective, damaged, or incorrect item, we cover all return shipping expenses by issuing a prepaid return label or reimbursing your standard postal costs.
  • Customer Responsibility: If an item is returned without prior approval or is deemed fully functional upon warehouse testing, the customer remains responsible for all postage costs.

6. Refund Processing and Timelines

Once our warehouse team receives and inspects your returned product:

  • We send you an email confirmation immediately to notify you whether your refund is approved.
  • If approved, we process your refund back to your original payment method within 3 to 5 business days.
  • Financial institutions and card issuers typically take an additional 3 to 7 banking days to post the balance back to your account statement.

7. Missing or Stolen Deliveries

Every shipment includes a traceable tracking number. If carrier tracking marks your package as delivered but you cannot locate it:

  • Check safe drop locations around your porch, letterbox, and building entrance.
  • Check with neighbors or reception staff.
  • Notify us at service@autobaccoguide.com within 48 hours so we can open an official carrier investigation.

8. Contact Our Support Desk

Need help with an ongoing return or a damaged item? Get in touch with our team: