Privacy Policy

Best Smokes Online stocks genuine, verified products sourced directly from regulated suppliers. Because cigarettes, tobacco, and smoking accessories are consumable, age-restricted goods, specific conditions apply to returns and refunds. This page outlines those conditions clearly, including your rights under Australian Consumer Law.

Change-of-Mind Returns Are Not Accepted (Tobacco & Regulated Products)

Tobacco products cannot be returned or exchanged on the basis of a change of mind. This applies without exception to:

  • Cigarettes
  • RYO tobacco and loose tobacco pouches
  • Any smoking-related consumable
  • Any opened or unsealed product
  • Once an order is submitted and payment is confirmed, the sale is final. We recommend reviewing all product details carefully before checkout — our support team is available to answer questions before you place your order.

Your Rights Under Australian Consumer Law

All products sold by Best Smokes Online carry the standard guarantees provided under the Australian Consumer Law (ACL). These guarantees cannot be excluded or waived.

You are entitled to a remedy if a product:

  • Arrives damaged or defective
  • Does not match what you ordered
  • Does not match the description listed on our website
  • Is unfit for its stated purpose
Where the failure is significant, you are entitled to a refund or replacement. Where the failure is minor, we may offer a repair or replacement at our discretion.

Damaged, Incorrect, or Faulty Items

If your order arrives in an unacceptable condition — damaged in transit, incorrectly fulfilled, or showing signs of a manufacturing defect — contact us immediately so we can assess and resolve the issue.

To process your claim, we require:

  • Your order number, invoice, or proof of purchase
  • Clear photographs of the product and its packaging
  • A brief description of the problem

Claims must be submitted within 48 hours of delivery. Once your claim is reviewed, we will confirm one of the following remedies:

  • Replacement of the affected item
  • Store credit
  • Refund, where required under ACL

When Refunds or Replacements Cannot Be Provided

We are unable to offer a refund or replacement in the following situations:

  • You changed your mind after completing the purchase
  • The product has been opened, used, or tampered with
  • Damage resulted from misuse, improper storage, or neglect
  • Incorrect shipping details were provided at checkout, resulting in loss or misdelivery
  • The parcel was confirmed as delivered by the carrier and subsequently stolen
  • The product is not faulty and accurately matches its website description
Lost or Stolen Parcels

Once a parcel is handed over to Australia Post or a partner courier and scanned into the delivery network, responsibility for transit rests with the carrier. Best Smokes Online is not liable for parcels that are:

  • Lost after a confirmed delivery scan
  • Stolen from a mailbox, front door, or parcel locker
  • Delivered to an incorrect address due to details entered incorrectly at checkout
We recommend using a Parcel Locker or a secure delivery address wherever possible.

Returning an Approved Item

Returns are only accepted for faulty or incorrectly fulfilled orders that have been assessed and approved by our team. If your return is approved, we will provide:

  • A designated return address
  • Step-by-step packaging instructions
  • A prepaid return label where applicable

Items must be returned in their original packaging unless the packaging itself was damaged on arrival. Once received, we will assess the returned item within 2 business days and confirm the appropriate remedy.

Contact Us

For all returns, refund requests, or damaged item enquiries, reach our support team through the following:

We aim to respond promptly and handle every case with transparency, care, and full compliance with Australian Consumer Law.