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Standard Post:
Metro areas: Up to 5 business days after dispatch.
Regional areas: Up to 10 business days.
Express Post:
Metro areas: Up to 4 business days after dispatch.
Regional areas: Up to 7 business days.
(Delivery times are estimates based on Australia Post guidelines and do not include processing time).
We will happily assist customers who wish to return or exchange goods purchased from any of our stores in Australia or online. Our returns policy is in addition to your rights under the Australian Consumer Law.
Our products 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.
We recommend you retain your receipt, as proof of purchase is required for returns or exchanges. If you do not have a receipt, we may be able to assist through other means. However, this may require us to record proof of identification when processing your return.
Please note, products purchased in-store must be returned to any Smokemart & GiftBox store for a refund or exchange. Products purchased online can be returned to any Smokemart & GiftBox store or via post to one of our fulfilment centres.
When You Change Your Mind: 100-Day Returns with the GiftBox Guarantee
At Smokemart & GiftBox, you have 100 days from the date of purchase to return your products (some exclusions apply – see below) for a full refund or exchange, provided they are unused and in saleable condition, with original proof of purchase. Refunds will be processed using the original payment method listed on your tax invoice.
The following items cannot be returned if you change your mind:
- Tobacco products (e.g. cigarettes, cigars, RYO tobacco)
- Personalised products (e.g. products that have been engraved or customised)
- Prepaid gift cards, phone recharge or third-party gift cards
- Mobile phones and internet-connected devices that are not sealed in their original plastic wrapping
- Any product that is not in resaleable condition (e.g. opened or used).
When Your Product is Faulty:
We will accept returns and provide you with an exchange or refund if the product you purchased:
- has a manufacturing fault, was defective or damaged when sold to you;
- is not fit for the purpose stated in any advertising or packaging statement; or
- does not match the online image, description or measurements displayed on our website.
To qualify for a faulty product return, you must:
- Provide proof of purchase, such as your tax invoice or receipt.
- Return the product within 365 days of the date of purchase, with original packaging where possible.
- For products purchased online that were damaged or defective upon delivery, provide photographic evidence of the damage before returning the goods.
- Follow all return instructions provided, including refraining from attempting to repair or modify the goods yourself or through a third party.
We reserve the right to ask you to demonstrate that you did not cause or create the fault. We may also return the product to the manufacturer’s repair agent to determine the nature of the problem prior to providing a refund or exchange. If the product is found not to have a fault, we may charge reasonable costs for returning the product.
We may choose to decline or reduce any refund to reflect any reduction in the value of the products if this has been caused by:
- damage caused by you or a third party;
- misuse, modification, mishandling, or failure to follow the manufacturer’s instructions; or
- the product not being faulty or misdescribed as claimed.
Returning Online Orders by Post:
Products purchased online can be returned either in-store or by post. In-store purchases cannot be returned via post and must be processed at a Smokemart & GiftBox store.
To return a product by Post, contact our team to obtain a free return label and return address details, print the label, or your local Australia Post can print it for you by scanning the barcode in the email. Enclose the product(s) in their original packaging along with proof of purchase. Once we receive the product, we will process an exchange or full refund. Returns are processed within 2 business days.