Refund and Return Policy

1. Scope and Platform Role
This website operates as a digital platform facilitating order submission, coordination and payment processing between customers and independent third-party fulfilment partners (“Fulfilment Partners”).

The platform does not sell, supply, manufacture, store, package, ship or physically handle tobacco or age-restricted products. All physical products displayed on this website are sourced, prepared and dispatched independently by Fulfilment Partners operating under their own regulatory and commercial frameworks.

Each payment collected through this website consists of the product and fulfilment cost, which is paid to the relevant Fulfilment Partner, and the Platform Service Fee for coordination and platform services.

This policy governs reshipment coordination and Order Adjustments. It is not a physical product return policy: goods are not returned to the platform.

2. No Physical Product Returns to the Platform
The platform does not receive, inspect, accept or process physical product returns.

Any shipment returned by postal operators or customs authorities is returned directly to the Fulfilment Partner.
The platform’s role is limited strictly to assessing eligibility for service-based resolutions under this policy.

3. Meaning of Refunds and Adjustments
An “Order Adjustment” under this policy is a refund or credit of the amount paid for the affected order or items. Depending on the scenario, it may cover the Platform Service Fee and the product and fulfilment cost, less the non-recoverable costs listed for that scenario. Where the product and fulfilment cost has been paid to the Fulfilment Partner, it is refunded only in the cases and to the extent set out in this policy.

4. Scenarios Eligible for Order Adjustment or Reshipment Coordination

4.1 Post-Payment Partner Unavailability
If a Fulfilment Partner cannot source or fulfil an item after payment completion, a full Order Adjustment of the amount paid for that item will be issued to the original payment method.

4.2 Verified Missing Items
If packing and dispatch records provided by the Fulfilment Partner confirm that one or more items were missing from the shipment, the platform may offer one of the following options.

• An Order Adjustment equal to the amount paid for the affected item
• A credit of the same value issued as a discount coupon for future use

Due to international shipping costs, missing items are not automatically reshipped free of charge.

4.3 Refusal Due to Customs Duties or Taxes (With or Without Shipping Protection)
Whether Shipping Protection was used or not, if the customer refuses delivery due to customs duties, taxes or similar charges, the shipment must be returned to the Fulfilment Partners.
If the shipment is not returned, no Order Adjustment or reshipment option applies.

If the shipment is returned, the returned contents will be reviewed by Fulfilment Partners and the customer will be offered one of the following options.

• Paid Reshipment
The customer pays the reshipping cost, and the platform coordinates reshipment with Fulfilment Partners.

• Partial Order Adjustment
If the customer declines reshipment, a partial Order Adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

4.4 Loss During Transit With Shipping Protection
If Shipping Protection was used and the shipment is lost, a free reshipment will be coordinated. A shipment is considered lost where it is officially recorded as lost, stolen or irretrievable by the origin or destination postal authority or carrier, or where tracking shows no movement for 30 consecutive days and the shipment has not reached the destination country within that period. Loss may occur in the origin country, during international transit or in the destination country.
Free reshipment is provided once only.
If the reshipment is also lost, no further reshipment or adjustment will be provided, as this indicates a destination-specific risk beyond platform control.

4.5 Loss During Transit Without Shipping Protection
If Shipping Protection was not used and the shipment is lost in the destination country, the customer must obtain an official, wet-signed written confirmation from the destination country’s postal service confirming the loss.
Copied or scanned documents are not accepted.

Upon receipt of valid documentation, the customer will be offered one option only.
• Reshipment at 60 Percent Cost
If the customer pays 60 percent of the original order amount, the platform will coordinate a reshipment.

This option is offered solely as a customer satisfaction measure and does not imply any admission of liability, as Shipping Protection was declined by the customer.
Reshipment under this provision is strictly limited to one time only.
If the reshipment is also lost in the destination country, no further reshipment, refund, or Order Adjustment will be provided and all responsibility rests solely with the customer.

4.6 Customs Seizure With Shipping Protection
If Shipping Protection was used and the shipment is seized by destination country customs, the customer may choose one of the following options.

• One-Time Free Reshipment
A free reshipment is coordinated once. If the reshipment is also seized, no further options apply.

• Partial Order Adjustment
If the customer declines one-time free reshipment, a partial Order Adjustment is applied after deducting the following non-recoverable costs.
– Shipping Protection cost
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

4.7 Customs Seizure Without Shipping Protection
If Shipping Protection was not used and the shipment is seized by destination country customs, no reshipment or Order Adjustment is offered.
Customers are informed at multiple stages of the ordering process that they are responsible for understanding destination country import laws applicable to tobacco and other age-restricted consumer products.

4.8 Returned Seized or Held Shipments
If a shipment seized or held by customs is later returned to the Fulfilment Partner, the customer will be offered the following options.

• Paid Reshipment
The customer pays the reshipping cost, and the platform coordinates reshipment with Fulfilment Partner.

• Partial Order Adjustment
If the customer declines reshipment, a partial Order Adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

4.9 Situations Not Covered by Shipping Protection
Shipping Protection does not apply in the following situations, which are handled under the other sections of this policy where applicable.
– Customs duties, excise taxes, VAT, import fees or penalties
– Refusal by the customer to accept delivery or to pay import charges
– Incorrect or incomplete delivery information provided by the customer, or failure to receive or collect the shipment
– Delay, disruption or loss caused by force majeure events, including natural disasters, war, civil unrest, strikes, epidemics or government actions
– Shipments to destinations where Shipping Protection was not available at checkout

Shipping Protection remedies are limited to one remedy per order. Once a free reshipment or an Order Adjustment has been provided under Shipping Protection, no further reshipment, Order Adjustment or compensation is available for that order.

5. Customer Errors and Delivery Failure
If delivery fails due to customer provided errors, including incorrect or incomplete address details, incomplete recipient information, or failure by the customer to receive the shipment, and the shipment is returned to the independent third-party fulfilment partner, the following options may be offered.

• Paid Reshipment
The customer pays the reshipping cost, and the platform coordinates reshipment with Fulfilment Partner.

• Partial Order Adjustment
If the customer declines reshipment, a partial Order Adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

If the shipment is not returned by the postal service or customs authorities, no Order Adjustment or reshipment option applies.
Failure to collect a shipment is treated as customer-caused non-delivery.

6. Customs Duties, Taxes, and Import Responsibility
All shipments are international consignments.
The customer acts as the sole importer of record and bears full responsibility for customs compliance, excise taxes, duties, and import restrictions in the destination country.
The platform is not responsible for customs decisions, delays, refusals, seizures, or related losses.
Customs authorities act independently and beyond the control of the platform and Fulfilment Partners.

7. Order Cancellation Policy
For our full Order Cancellation Policy, please refer to the Order Cancellation Policy section in our Terms & Conditions.

8. Chargebacks and Disputes
Chargebacks may be contested where the platform has complied with these Terms and Conditions and where supporting documentation is available.
Abusive or bad-faith chargeback activity may result in account restrictions, refusal of future service, reporting to payment service providers and further legal action where permitted by law.

9. Final Provisions
The platform reserves the right to evaluate each case based on available documentation, Fulfilment Partner confirmation, and service scope.
Refunds of the product and fulfilment cost are made only in the cases and to the extent set out in this policy. Nothing in this policy creates any liability on the platform for customs, postal or third-party actions.

By submitting an order request, the customer confirms acceptance of this policy in full.

All communications must be conducted in English.