Refund & Returns Policy (Australia)
At Bay Smokes Australia, we are committed to ensuring customer satisfaction while complying with Australian Consumer Law (ACL).
Returns & Refund Requests
To initiate a return or refund request, please contact us at:
📧 order@baysmokeaustralia.com
Please include the following details:
-
Order Number
-
Full Name
-
Delivery Address
-
Contact Number
-
Reason for return
If your request is approved, we will provide instructions on how to return the item.
Refunds, store credits, or replacements will be processed once the returned item has been received and inspected.
Change of Mind
We do not offer refunds or returns for change of mind purchases, unless required under Australian Consumer Law.
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with clear photos or videos showing the issue.
If approved, we will offer one of the following:
-
Replacement at no additional cost
-
Store credit
-
Refund (where applicable under ACL)
Missing Orders
If your order has not arrived:
-
Please allow the full delivery timeframe
-
Check tracking and contact your local courier
-
If still unresolved, contact us for assistance
Once an order has been shipped, the delivery process is handled by the courier. However, we will assist where possible.
Compensation Options
Where applicable, we may offer:
-
Full or partial refund
-
Store credit
-
Replacement product (subject to availability)
Incorrect Address or Payment Details
We are not responsible for orders placed with incorrect shipping or payment details.
-
Please ensure all details are correct before completing your order
-
If you notify us before dispatch, we can assist with corrections
-
No refunds will be issued for incorrectly provided details after shipment
Exclusions
-
Clearance or sale items are final sale and not eligible for return, refund, or exchange
-
Returns requested after 30 days from purchase will not be accepted
Important Notice (Australian Consumer Law)
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for major failures and compensation for any other reasonably foreseeable loss or damage.