💳 Returns & Refund Policy – Cigarette Nearby

Last Updated: May 2026

At Cigarette Nearby, customer satisfaction and transaction transparency are important to us. This Returns & Refund Policy explains eligibility requirements, claim procedures, and important conditions relating to returns, damaged products, delivery issues, and refund requests.

We are committed to providing responsive customer support and assisting customers throughout the order process. Where third-party suppliers, fulfilment providers, payment processors, or shipping carriers are involved, our team will make reasonable efforts to help facilitate communication and support resolution processes.

⚠️ Important Notice

Certain products, services, fulfilment activities, payment processing, and shipping operations may involve independent third-party providers.

While third-party providers may participate in various stages of an order, Cigarette Nearby remains committed to supporting customers throughout the process and will make reasonable efforts to assist with enquiries, delivery issues, damaged products, missing items, tracking concerns, and refund requests.

⚠️ Due to the nature of tobacco and age-restricted products, additional restrictions and conditions apply to returns and refunds

1️⃣ General Return Policy

Because products available through Cigarette Nearby may include consumable, age-restricted, or regulated products, return eligibility may be subject to additional restrictions.

For safety, hygiene, quality assurance, compliance, and regulatory reasons, certain products may not be eligible for return once dispatched, delivered, opened, or used.

All requests are assessed individually.

2️⃣ Change of Mind Returns

🚫 Change of Mind Purchases

For health, safety, hygiene, and product integrity reasons, change-of-mind returns are generally not accepted for tobacco-related, nicotine-related, consumable, or opened products.

Examples include:

• Ordering the wrong item
• Ordering the wrong quantity
• Accidental purchases
• Personal preference changes
• No longer wanting the product

Please carefully review your order before completing checkout.

3️⃣ Return Eligibility Requirements

Refund or replacement requests may be considered where products:

✅ Arrive damaged

✅ Arrive significantly different from ordered items

✅ Contain missing items

✅ Experience verified fulfilment issues

✅ Meet obligations under applicable consumer protection laws

All claims are reviewed individually and supporting information may be required.

4️⃣ Damaged Item Claims

If your order arrives damaged, please contact our support team as soon as possible after delivery.

To assist assessment and investigation, we may request:

📷 Clear photographs of:

• Outer packaging
• Shipping label
• Damaged products
• Internal packaging
• Order contents

Providing supporting evidence helps us communicate with suppliers, fulfilment providers, and shipping carriers more efficiently.

5️⃣ Missing Item Claims

If your shipment appears incomplete:

1. Review your order confirmation.
2. Inspect all packaging carefully.
3. Verify all contents received.
4. Contact our support team.

Supporting evidence may be requested to assist investigation.

6️⃣ Incorrect Product Received

If you believe an incorrect product was supplied, please contact us promptly.

Supporting information may include:

• Order number
• Product photographs
• Packaging photographs
• Description of the issue

Where appropriate, we will work with the responsible supplier or fulfilment provider to investigate and determine available resolution options.

7️⃣ Evidence Requirements

To protect customers and reduce fraudulent activity, supporting documentation may be required.

Evidence Type	Examples
Product Images	Photos of affected products
Packaging Images	Outer and inner packaging
Order Information	Order number
Delivery Information	Tracking details
Additional Information	Supporting evidence as requested

Incomplete information may delay assessment.

8️⃣ Lost Parcel Policy

If your shipment appears delayed, lost, or undelivered:

✅ Review tracking information

✅ Verify delivery details

✅ Check with household members

✅ Check delivery locations

✅ Contact our support team

Where appropriate, we may assist by communicating with shipping carriers, fulfilment providers, or suppliers to help investigate shipment issues.

Please note that investigation timeframes may vary depending on carrier procedures.

9️⃣ Incorrect Address Disclaimer

Customers are responsible for ensuring all shipping information is accurate before order submission.

Issues arising from incorrect information may include:

• Delivery delays
• Returned shipments
• Additional shipping charges
• Failed deliveries

Returned parcels may incur redelivery fees or additional handling charges where applicable.

🔟 Fraud Prevention & Claims Review

To protect customers, suppliers, and service providers, certain claims may be subject to verification procedures.

Security measures may include:

🔒 Order verification

🔒 Payment verification

🔒 Delivery confirmation review

🔒 Identity verification

🔒 Fraud screening

Claims identified as misleading, abusive, incomplete, fraudulent, or unsupported may be declined.

1️⃣1️⃣ Customer Support Commitment

At Cigarette Nearby, we believe customer support should not end after an order is placed.

If you experience issues relating to:

• Order enquiries
• Tracking updates
• Delivery delays
• Damaged products
• Missing items
• Refund requests
• Shipping concerns

our team will make reasonable efforts to assist and help facilitate communication with the relevant supplier, fulfilment provider, carrier, or payment service where appropriate.

While certain outcomes may ultimately depend on third-party providers, we remain committed to supporting customers throughout the process.

1️⃣2️⃣ Third-Party Suppliers & Service Providers

Certain orders may involve independent third-party providers including:

• Suppliers
• Merchants
• Fulfilment partners
• Shipping carriers
• Payment processors
• Logistics providers

Where third-party providers are involved, additional policies, procedures, and terms may apply.

These providers may determine:

• Refund eligibility
• Return requirements
• Payment dispute outcomes
• Shipping claim assessments
• Warranty processes

1️⃣3️⃣ Refund Processing

Where a refund is approved, refunds may generally be issued using the original payment method where possible.

Processing times may vary depending on:

Refund Stage	Estimated Time
Claim Review	1–5 Business Days
Provider Assessment	1–10 Business Days
Refund Approval	Varies
Financial Institution Processing	2–10 Business Days

Actual processing times may differ between providers and payment methods.

1️⃣4️⃣ Non-Returnable Products

Unless required by law, the following products may generally not be eligible for return:

🚫 Opened products

🚫 Used products

🚫 Consumable products

🚫 Change-of-mind purchases

🚫 Products affected by misuse

🚫 Products altered after delivery

🚫 Products outside eligible claim conditions

Additional exclusions may apply where permitted by law.

1️⃣5️⃣ Product Information Disclaimer

Product descriptions, specifications, images, pricing information, shipping estimates, educational content, and related information displayed on the website may be provided by suppliers, generated using automated systems, enhanced by artificial intelligence technologies, or obtained from third-party sources.

Information is provided for general informational, educational, demonstration, and reference purposes only and may occasionally contain inaccuracies or outdated information.

Customers should independently verify important details before relying upon website content.

1️⃣6️⃣ Delivery Disclaimer

Once shipments are transferred to shipping carriers or fulfilment providers, delivery operations become subject to external handling processes.

While we strive to assist customers wherever possible, we cannot guarantee:

• Exact delivery dates
• Carrier performance
• Customs processing times
• Weather-related delays
• Regulatory actions
• Third-party fulfilment outcomes

Investigation outcomes may depend on the responsible provider.

🌍 International Orders & Jurisdiction Compliance

Visitors accessing the website from outside Australia are responsible for ensuring compliance with:

• Local laws
• Import regulations
• Customs requirements
• Consumer protection laws
• Product restrictions
• Age-verification requirements

Availability of products, shipping options, refunds, and fulfilment services may vary depending on destination country and local regulations.

🌍 Geographic Restrictions

Certain products, services, promotions, or fulfilment options may not be available in every country, state, province, or territory.

If local laws prohibit access to age-restricted products, tobacco-related products, nicotine-related products, or associated content, users should discontinue use of the website.

By continuing to access the website, users acknowledge responsibility for compliance with local laws.

🇦🇺 Additional Information For Australian Customers

Australian customers may have rights available under applicable consumer protection legislation.

Nothing within this policy is intended to exclude, restrict, or modify rights that cannot lawfully be excluded under applicable laws.

Consumer rights and remedies may vary depending on the circumstances of each transaction.

📍 Tasmania Notice

Customers located in Tasmania should be aware that additional supplier requirements, regulatory obligations, fulfilment restrictions, or carrier limitations may apply.

Availability of products, shipping services, returns, refunds, and fulfilment options may differ from other Australian states and territories.

⚖️ Australian Consumer Law

Nothing in this policy removes rights available under applicable Australian Consumer Law.

Where consumer guarantees apply, customers may be entitled to remedies available under applicable legislation.

These rights exist independently of this policy.

💬 Need Help?

If you require assistance regarding:

• Damaged products
• Missing items
• Delivery concerns
• Tracking issues
• Refund requests
• General order enquiries

please contact the Cigarette Nearby support team through the contact methods available on our website.

We are committed to providing responsive customer service and helping customers navigate enquiries involving suppliers, fulfilment providers, carriers, and payment services wherever reasonably possible.