Return, refund and damaged-order information
We want you to be satisfied with your purchase from SmokerAU. This policy outlines our returns and refunds process. Your consumer rights under the Australian Consumer Law (ACL) are not affected by this policy.
⚖️ Australian Consumer Law – Your Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These guarantees apply regardless of our voluntary returns policy.
Major failure: If a product has a major failure (e.g., it is significantly different from the description, substantially unfit for purpose, or cannot be repaired within a reasonable time), you are entitled to: a replacement or refund of your choice, and compensation for any other reasonably foreseeable loss or damage.
Minor failure: If a product has a minor failure, we may choose to repair or replace it. If the repair or replacement is not provided within a reasonable time or without significant inconvenience, you may be entitled to a refund or compensation.
📦 Damaged or Faulty Products
If you receive a product that is damaged or faulty, please contact us within 7 days of delivery. We will assess the issue and arrange a replacement or refund as appropriate under the ACL. Please include your order number and photos of the damage when contacting us at info@smokerau.com.
🔁 Incorrect Items
If you receive an incorrect item, please notify us within 7 days of delivery. We will arrange for the correct item to be sent or provide a full refund at no additional cost to you.
❌ Change of Mind
Due to the nature of our products (nicotine and tobacco items), we do not accept returns for change of mind. This does not affect your statutory rights under the ACL for faulty, damaged, or incorrectly supplied products. Please choose carefully before purchasing.
✅ Refund Process
Approved refunds will be processed to the original payment method within 5–10 business days. You will receive a confirmation email once the refund has been issued.
📞 How to Request a Return or Refund
To start a return or refund request, please:
- Email info@smokerau.com with your order number and details of the issue
- Include photos or evidence if the product is damaged or faulty
- We will respond within 24–48 hours with the next steps
📮 Return Shipping
If a return is approved (e.g., for a faulty product), we will provide a prepaid return label. Return shipping costs for change-of-mind returns are not covered by SmokerAU; however, please note we do not accept change-of-mind returns.
🔍 Inspection Policy
Returned items are inspected upon receipt. If an item is returned in used or damaged condition beyond the reported fault, SmokerAU reserves the right to deduct from the refund accordingly.
💬 Contact
Email: info@smokerau.com
Phone: +61 451 126 949
We aim to respond to all enquiries within 24 hours on business days.
Related order information
See our shipping and delivery information or contact customer support about an order.