Our promise

If something arrives damaged, faulty or different from what you ordered, we fix it. Send a photo of the item and the outer packaging within 48 hours of delivery and we will arrange a replacement or a refund.

What we can accept

Sealed, unused products in original packaging can be returned within 30 days of delivery. For hygiene and safety reasons we cannot resell opened nicotine products, so opened items can only be refunded if they are faulty.

How refunds are paid

Refunds go back to the original payment method within five business days of approval. Shipping charges are refunded when the fault is ours.

Delivery across Australia

Every order is packed in Melbourne and dispatched the same or next business day when it is placed before the daily cut-off. Parcels are tracked, and most Metro deliveries land in two to four business days. Regional and remote addresses can take a little longer, and we email a tracking link as soon as the label scans.