Blackridge Tobacco
Return & Refund Policy
Please review the following information regarding order cancellation, returns, inspections, refunds and return shipping before submitting a request.
Our Returns Process
We understand that there may be occasions when you need to cancel an order or request a return. Our customer service team will assist you throughout the process and provide the appropriate return instructions.
Please contact us before returning any product. Returns sent without prior approval, or sent directly to a manufacturer, may not be accepted or processed.
01
Cancellation
Before Dispatch
Eligible orders may be cancelled before they have been shipped or entered final fulfilment.
02
Return Window
Within 14 Days
Return requests must be submitted within 14 days after the order is received.
03
Restocking Fee
No Restocking Fee
We do not charge customers a restocking fee for an approved return.
Before Dispatch
Order Cancellation
We accept cancellation requests before an order has been shipped or entered final fulfilment.
Please contact our customer service team as soon as possible after placing your order. Although we will make reasonable efforts to stop fulfilment, cancellation cannot be guaranteed once preparation or dispatch has progressed.
If an eligible paid order is successfully cancelled before dispatch, a full refund will be issued to the original payment method.
Once an order has been dispatched, it can no longer be cancelled. You may submit a return request after receiving the package, subject to the conditions of this policy.
Change-of-Mind Returns
14-Day Return Window
Customers may apply for a change-of-mind return within 14 calendar days after receiving their order.
To qualify for a return under this voluntary return policy, the product must meet all of the following conditions:
- The return request is submitted within 14 days of delivery.
- The product is unused, unopened and in its original condition.
- All original packaging, labels and seals remain intact.
- The product has not been damaged, altered or contaminated.
- Valid proof of purchase or an order number is provided.
- The return has been approved by our customer service team.
Please do not send your purchase back to the manufacturer or to an address printed on the original parcel. Contact customer service first to obtain the correct return address and return instructions.
Product Condition
Items That Cannot Be Returned
Except where a remedy is required under applicable consumer law, the following products are not eligible for a change-of-mind return:
- Products returned after the 14-day return period.
- Products that have been opened, used or partially consumed.
- Products with broken, removed or damaged seals.
- Products that are not in their original packaging.
- Products damaged after delivery through improper handling.
- Products showing signs of alteration, contamination or storage damage.
- Products returned without proof of purchase or approval.
- Gift cards or other non-refundable digital products.
Refusing a change-of-mind return under this section does not remove any remedy that must be provided under applicable consumer law.
Return Instructions
How to Request a Return
Follow these steps before sending any product back to us.
1
Contact Us
Email customer service within 14 days after receiving your order.
2
Provide Details
Include your full name, order number, reason for return and relevant photographs where required.
3
Receive Approval
Wait for confirmation and the correct return address before sending the package.
4
Send the Return
Pack the product securely and use a trackable delivery service where possible.
Inspection
Return Review and Approval
Once your return is received, it will be inspected to confirm that it meets the eligibility requirements stated in this policy.
We will notify you by email after the package has been received and reviewed. The notification will confirm whether the return has been approved, partially approved or rejected.
A return may be rejected where the item has been opened, used, damaged, altered, returned outside the stated period or does not match the product originally supplied.
Where only part of an order is returned, any approved refund will apply only to the accepted returned items.
Approved Returns
Refund Processing
Once an approved return has been inspected, the refund will be processed to the original payment method used for the order.
Refund processing times may vary depending on the payment provider, card issuer or financial institution. After the refund is issued, additional time may be required before the amount appears in your account.
We cannot normally redirect an approved refund to a different card, account or payment method.
Shipping charges are not refundable for an ordinary change-of-mind return unless otherwise confirmed by customer service or required by applicable law.
Return Shipping Costs
For an approved change-of-mind return, the customer is generally responsible for the cost of sending the product back.
Customers will be charged no more than once for applicable return shipping. No restocking fee will be charged.
Where the return relates to an incorrect, damaged or faulty product, return-shipping arrangements will be reviewed by customer service.
Damaged or Incorrect Items
If your order arrives damaged, defective or different from the item ordered, please contact us promptly after delivery.
Include your order number and clear photographs of the product, external packaging, shipping label and any visible damage.
Late or Missing Refunds
If you have not received an approved refund, first check your bank account and confirm that sufficient processing time has passed.
You may then contact your card issuer, payment provider or bank, as refunds may take additional time to be officially posted.
If the refund is still missing after completing these checks, contact our customer service team with your order number.
Returned Packages
We strongly recommend using a trackable delivery service and retaining the shipping receipt until the return has been completed.
We are unable to confirm receipt of a return that has not arrived at the approved return address.
Important Information
Australian Consumer Rights
Our 14-day change-of-mind return policy is provided in addition to any rights and remedies that may apply under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
