Return policy

Thank you for shopping with AU-TOBACCO.

We are committed to handling order-related issues in a clear and efficient manner. Please review the following policy regarding order cancellations, refunds, and return-related matters.

Order Cancellation Before Shipment

Customers may request an order cancellation and a full refund before the order has been shipped.

If you wish to cancel your order before dispatch, please contact our customer support team as soon as possible and provide the relevant order number. Once we confirm that the order has not yet been shipped, we will arrange the refund process promptly.

To request a cancellation before shipment, please contact us at:

Email: service@au-tobacco.com

Important Notice Regarding Refund Requests

For the fastest resolution, customers should contact our customer support team directly before initiating any refund action, chargeback, or dispute through a payment provider or third-party platform.

If a customer independently opens a refund claim, chargeback, or payment dispute without first contacting our support team and providing the relevant order number, the case may require additional verification and review. As a result, the overall processing time may become significantly longer.

To avoid unnecessary delays, we strongly recommend contacting us first so we can review and handle the matter as efficiently as possible.

Returns After Shipment

Due to the nature of the products we sell, we generally do not accept returns once an order has been shipped, except in the following situations:

• The wrong item was sent

• The product arrived damaged

• There is a confirmed issue caused by our fulfillment process

If you believe there is a problem with your order, please contact us within a reasonable time after delivery and provide your order number together with clear supporting information, such as relevant photos of the item and packaging where applicable.

Refund Eligibility

Refunds may be approved in the following situations:

• The order is cancelled before shipment

• The wrong item was sent

• The item arrived damaged due to a confirmed fulfillment issue

• The order cannot be fulfilled by us

All refund requests are reviewed on a case-by-case basis.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, opened, used, or altered products are not eligible for return or refund unless otherwise required by applicable law.

Products returned without prior authorization from our customer support team will not be accepted.

Refund Processing Time

Once a refund is approved, we will process it as soon as possible.

The time required for the refunded amount to appear in the customer’s account may vary depending on the payment provider, bank, card issuer, or other financial institution involved in the transaction.

Please note that refund processing may take longer if the matter involves a payment dispute, chargeback review, incomplete order information, delayed customer communication, or additional verification procedures.

Contact Us

If you have any questions regarding cancellations, refunds, or order-related issues, please contact us:

Website: au-tobacco.com
Email: service@au-tobacco.com