Return & Refund Policy

Refund Policy | Tobacco House

At Tobacco House, we aim to provide a clear and transparent customer service experience. If you have concerns about your order or wish to request a refund, please review the following policy before contacting our support team.

1. Refund Eligibility

Refund requests may be considered under the following circumstances:

1. Duplicate payments or incorrect payment amounts.

2. Order cancellation requests submitted before dispatch.

3. Significant shipping delays beyond the estimated delivery timeframe, subject to verification.

4. Parcels confirmed as lost by the designated courier.

Please Note:

Due to the nature of tobacco products and applicable regulatory requirements, returns and refunds may be subject to additional restrictions. Once an order has been dispatched, refunds are generally not available unless exceptional circumstances apply or required by law.

2. Refund Processing

Once a refund request has been reviewed and approved, Tobacco House will initiate the refund within 1–3 business days.

Approved refunds will generally be returned through the original payment method used during checkout.

3. Refund Timeline

After the refund has been processed, the estimated time for funds to appear is as follows:

Actual processing times may vary depending on your bank or payment provider.

If your refund has not appeared within 15 business days, please contact our customer support team for assistance.

4. Non-Refundable Situations

Refund requests may be declined under the following circumstances, subject to applicable consumer protection laws:

1. Orders that have been successfully delivered in accordance with the agreed terms.

2. Failure to provide reasonable information or documentation required to investigate the refund request.

3. Fraudulent claims or deliberately misleading refund requests.

4. Change-of-mind requests where returns are restricted by applicable tobacco regulations.

Important: Nothing in this policy excludes or limits any rights or remedies available to consumers under applicable Australian Consumer Law.

5. How to Request a Refund

To submit a refund request, please contact Tobacco House through our customer support email:

Email: [email protected]

Whatsapp：+447451252069

To help us process your request efficiently, please include the following information:

• Order number

• Payment confirmation

• Reason for refund

• Contact details

Our customer support team aims to respond to enquiries within 24–48 hours.

6. Contact Us

If you have any questions regarding our Return & Refund Policy, please contact Tobacco House through our official customer support channels.

Tobacco House Customer Support