At SmkMate, we are committed to providing high-quality authentic products. Our Returns Policy is in addition to your rights under the Australian Consumer Law (ACL), which cannot be excluded.

Please read this policy carefully before purchasing. Due to the nature of tobacco products, our ability to accept returns is strictly limited compared to standard retail stores.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind

We do not offer refunds, exchanges, or store credit for “Change of Mind.”

Once a tobacco product has left our warehouse, we cannot guarantee its storage conditions or safety. Therefore, for health and safety reasons, we strictly cannot accept returns if you:

  • Ordered the wrong brand, size, or strength.
  • Decided you no longer want the product.
  • Found the product cheaper elsewhere.

Please review your cart carefully before completing checkout.

3. Defective, Damaged, or Incorrect Items

If your order arrives damaged, incorrect, or defective, we will make it right.

Valid Reasons for Return:

  • Incorrect Item: We sent you a product different from what you ordered (e.g., wrong brand or wrong quantity).
  • Damaged in Transit: The packaging is crushed or the product is physically damaged upon arrival.
  • Quality Issues: Cigars that are severely damaged (e.g., raveled wrappers, mold) or stale/dry upon arrival.

The Process:

  1. Do not smoke or consume the product. We cannot refund partially consumed items.
  2. Contact Us Immediately: You must email support@smkmate.com.au within 48 hours of delivery.
  3. Provide Proof: You must attach clear photos of the product and the packaging showing the damage or error.
  4. Resolution: Once approved, we will provide a return label (at our cost) or issue a refund/replacement immediately.

4. Failed Deliveries & Returned Parcels

Because we sell restricted products, all deliveries require an Adult Signature (18+).

If your parcel is returned to SmkMate by Australia Post (or our courier) for any of the following reasons:

  • You were not home to sign for the package after multiple attempts/collection period expiry.
  • You (or the receiver) could not provide valid Photo ID to prove you are 18+.
  • You provided an incorrect or incomplete address.

We will issue a refund MINUS the following costs:

  1. The original cost of shipping.
  2. The return shipping fee charged to us by the courier.
  3. A [Insert Amount, e.g., $10 or 10%] restocking fee.

Note: If the goods are seized by authorities due to you being under 18, no refund will be issued.

5. Cancellations

If you wish to cancel an order, you must contact us immediately.

  • Before Dispatch: Full refund.
  • After Dispatch: The order cannot be cancelled. It will be treated as a “Change of Mind” (see Section 2).

6. How to Request a Return

To start a return enquiry, please contact our Customer Service team:

  • Email: support@smkmate.com.au
  • Phone: [Insert Phone Number – Optional]

Please include your Order Number in the subject line.s.