Returns & Refunds Policy

1. When to Report a Problem

Contact us if an order arrives with one of these issues:

• Damaged in transit: Products that arrive physically damaged (crushed, broken, leaking)
• Incorrect items: You received a different product than what you ordered
• Manufacturing defects: Sealed products with visible manufacturing flaws

Note: All claims must be reported within 48 hours of delivery with clear photos of the issue.

2. How We Resolve Eligible Claims

We review the order details and evidence before confirming a resolution. Depending on the issue and availability, we may:

• Replace the damaged, defective or incorrect item
• Refund the affected item when a suitable replacement is unavailable
• Ask for further information needed to assess the claim

Note: Do not dispose of an affected item until support confirms that it is no longer required for review.

3. What We Cannot Accept

The following are not eligible for any replacement or refund:

• Change of mind or taste preference
• Opened or partially used products
• Products stored improperly after delivery
• A delivery refused because age verification could not be completed
• Delivery address errors provided by customer
• Natural variations in tobacco products (leaf color, draw, burn)

4. How to Report an Issue

If your order qualifies under section 1, here's the process:

• Take clear photos of the issue within 48 hours of delivery
• Email [email protected] with your order number and photos
• Keep the item and its packaging while the claim is reviewed
• Wait for support to confirm the available resolution
• If a replacement ships, tracking information will be shared when available

5. Refunds

A refund may be approved when:

• An eligible item cannot be replaced
• An order is cancelled before fulfilment and payment has already been received
• A refund is required by applicable law

Note: The available refund method and expected processing time will be confirmed when the refund is approved.

6. Rolling Papers & Accessories

For a damaged, defective or incorrect non-tobacco accessory:

• Report the issue within 48 hours of delivery
• Keep the item unused and in its original packaging
• Email [email protected] with the order number and clear photos
• Support will confirm whether a replacement, return or refund applies