Return Policy

Last updated: 16 October 2026

If something is wrong with your order, we fix it. Replacements and refunds are handled by real people, 24 hours a day.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item fails to meet a consumer guarantee, you are entitled to a remedy — which may be a refund, a replacement, or a repair depending on the problem and its severity.

Those rights sit above this policy. Nothing here replaces, reduces or time-limits them, and there is no cut-off period for raising a consumer guarantee claim.

If your order never arrives

Contact us with your order number and we will open a case with Australia Post. You will not be asked to negotiate with the carrier yourself.

You can follow the parcel yourself in My Orders, and the delivery windows and escalation steps are set out in our Shipping Policy.

Damaged, faulty or incorrect items

Tell us within a reasonable time of receiving the order and include:

• Your order number.
• A description of the problem.
• Photographs of the item and the packaging where you can.

Please keep the item and its packaging until we have advised the next step. For a genuine fault, an incorrect item or damage in transit, we cover the cost of making it right.

Change of mind

If you simply changed your mind, you may request a return within 14 days of delivery provided the item is:

• Unopened, with any seal, wrap or freshness seal intact.
• Unused and undamaged.
• In its original packaging, with everything that came with it.

For health and hygiene reasons we cannot accept change-of-mind returns on tobacco products whose seal has been broken or whose packaging has been opened. This restriction applies only to change-of-mind requests — it never applies to a faulty, damaged or incorrect item, or to any consumer guarantee claim.

Contact us before sending anything back so we can confirm eligibility and give you the return instructions and address.

Cancelling or changing an order

Orders can usually be changed or cancelled while they are still being packed. Contact us as soon as possible — once a parcel has been handed to Australia Post it can no longer be stopped.

If we cancel an order that you have already paid for, the full amount is refunded to your original payment method.

How to start a return

1. Contact us first by email or WhatsApp with your order number and the reason for the return.
2. Wait for authorisation. We will confirm whether the return is approved and send you the return address and any instructions.
3. Send the item back using the instructions provided. Please do not send anything to an address other than the one we give you.

Items returned without contacting us first may not be able to be matched to your order or processed.

How refunds are paid

Approved refunds are issued to the original payment method used for the order. We process the refund on our side within 3–5 business days of approval; how quickly it then appears depends on your bank or payment provider, and can take a further 5–10 business days to show on your statement.

Where a return is required for a faulty, damaged or incorrect item, the refund covers the item and the original shipping charge.

Refunds go back to the method you paid with — our Payment Methods explains how each one is handled. If your question is not answered on this page, the FAQs cover the most common cases.

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