Refund Policy | Returns & Guarantees | Cheap Durries Australia

Refund Policy

Last updated: 2026-03-13

Our Refund Policy complies with the Australian Consumer Law (ACL). We want you to be satisfied with your purchase, but we also need to be clear about what’s eligible for refund or exchange.

1. Your Rights Under Australian Consumer Law

Under the ACL, you have guarantees that cannot be excluded, including:

  • Acceptable Quality: Products must be safe, durable, and free from defects
  • Fit for Purpose: Products must do what they’re supposed to do
  • Match Description: Products must match what we advertised
  • Match Sample: Products must match any sample or demonstration model

If a product fails to meet these guarantees, you’re entitled to a refund, replacement, or repair.

2. When You CAN Get a Refund

You’re eligible for a full refund or replacement if:

2.1 Defective or Damaged Products

The product is:

  • Damaged on arrival (crushed, torn, broken packaging)
  • Tampered with or opened by someone else
  • Past its expiry date (if applicable)
  • Not working as intended (e.g., vape device malfunction)

2.2 Wrong Product Sent

We sent you the wrong product (different brand, flavor, or quantity than what you ordered).

2.3 Product Not as Described

The product doesn’t match our website description (e.g., different size, strength, or specifications).

2.4 Order Never Arrived

Your order was lost in transit and not delivered within a reasonable timeframe (10+ business days).

3. When You CANNOT Get a Refund

We cannot offer refunds or exchanges for:

3.1 Change of Mind

You simply changed your mind about the purchase (this is not covered under ACL for tobacco products).

3.2 Opened Tobacco Products

For hygiene and safety reasons, opened tobacco products cannot be returned or refunded. This includes:

  • Cigarette packs that have been opened
  • RYO tobacco pouches that have been unsealed
  • Vape devices that have been used

3.3 Ordered Wrong Product

You ordered the wrong product by mistake (e.g., wrong brand, wrong flavor, wrong quantity). Please check your order carefully before confirming.

3.4 Found Cheaper Elsewhere

You found the same product at a lower price on another website.

3.5 Didn’t Read Product Description

The product doesn’t meet your expectations because you didn’t read the full description (e.g., strength, size, flavor profile).

4. How to Request a Refund

4.1 Timeframe

Refund requests must be made within 14 days of delivery.

4.2 Required Information

When requesting a refund, please provide:

  • Order number
  • Product name and quantity
  • Reason for refund request
  • Photos of the issue (if damaged or defective)
  • Your preferred resolution (refund or replacement)

4.3 Contact Methods

Submit your refund request via:

5. Refund Process

5.1 Review

We’ll review your request within 2 business days and respond with our decision.

5.2 Return Shipping (if required)

If we need the product returned:

  • We’ll email you a prepaid return label (if our error)
  • You’re responsible for return shipping costs (if change of mind — though we don’t accept these)
  • Package the product securely in its original packaging
  • Ship to: [Your Return Address]

5.3 Inspection

Once we receive the returned product, we’ll inspect it within 3 business days to verify the issue.

5.4 Refund Issued

If approved, your refund will be processed:

  • Method: Same payment method used for original order
  • Timeframe: 5-10 business days (depends on your bank)
  • Notification: Email confirmation sent to you

5.5 Replacement Option

Instead of a refund, you may choose a replacement product:

  • We’ll ship the replacement within 24 hours
  • Free express shipping for replacements (our error)
  • Tracking number provided

6. Partial Refunds

In some cases, we may offer partial refunds:

  • Minor Damage: Product is usable but packaging is damaged (e.g., 10-20% refund)
  • Partial Order: Some items in your order are correct, others are wrong/defective
  • Delayed Delivery: Order arrived significantly late (refund of shipping costs)

Partial refunds are at our discretion and will be discussed with you before processing.

7. Exchanges

We do not offer exchanges for tobacco products due to hygiene and safety regulations.

If you received the wrong product or a defective item, we’ll offer:

  • A full refund, OR
  • A replacement of the correct product

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • Check your bank account again
  • Contact your bank (sometimes processing takes longer)
  • Contact us: [email protected]

We’ll investigate and resolve the issue within 3 business days.

9. Price Adjustments

We do not offer price adjustments if a product goes on sale after you purchased it.

If you want the sale price, you would need to:

  • Return the original product (if unopened and eligible)
  • Place a new order at the sale price
  • Pay return shipping costs (if not our error)

10. Contact Us

Questions about refunds? We’re here to help!

  • Email: [email protected]
  • WhatsApp: +61 XXX XXX XXX
  • Hours: Mon-Sat 9AM-7PM, Sun 10AM-5PM AEST

Response time: Within 24 hours for refund inquiries

This Refund Policy complies with the Australian Consumer Law (ACL).

⚠️ Health Warning: Smoking causes serious health problems including heart disease, lung cancer, and emphysema. Quitline: 13 7848

🔞 Age Restriction: You must be 18 years or older to purchase tobacco products in Australia.