This policy sets out how order-stage and post-delivery issues are resolved across every tobacco format carried in the store — factory-rolled cigarettes, hand-rolling blends and cigarillo formats. It operates alongside the Shipping Policy, which documents dispatch, transit and customs-processing terms. Both documents should be read together.

Access to this page assumes the reader is an adult purchaser who has satisfied the age verification requirement stated at checkout. The provisions below apply uniformly across the range.

Last reviewed: 1 August 2026 ·
Framework maintained by: Customer Resolution Team, KING SMOKE sp. z o.o. ·
Applies to: all orders across the three product categories

The reference below summarizes the operating windows and documentation requirements for the most common scenarios. Detailed provisions follow in the sections that come after.

Element	Applicable window or requirement
Refund guarantee window	45 days from dispatch confirmation
Extended non-delivery provision	+7 business days beyond the maximum transit window where the two windows close near each other
Damage documentation window	7 days from the recorded delivery date
Claim review window	5 business days from submission
Approved refund processing	Within 10 business days of claim approval
Refund destination	Original payment method used at checkout
Reshipment dispatch window	3–5 business days from election confirmation
Response window on claim correspondence	Within 24 hours on operational days

Structured claim submission. Documented resolution windows. Consistent framework across every regulated format.

Cross-border tobacco procurement operates under a different set of constraints than general retail, and those constraints shape the refund framework directly. Three factors matter most.

Product integrity. Opened factory-rolled packs, unsealed rolling tobacco pouches and unwrapped cigarillo tins cannot be returned to circulation once integrity is broken. This is a documented industry standard tied to hygiene, product freshness and factory labeling requirements — not a store-specific limitation.

Regulatory framework. Tobacco items across every regulated category are subject to import controls in every jurisdiction served. Certain refund scenarios — such as customs seizure or purchaser refusal of assessed duty — arise from the regulatory framework itself, not from a vendor error. These situations are treated on their own terms in the sections below.

Registered postal channels. International dispatch runs through registered postal channels, with customs processing at the destination. This produces documented transit patterns that differ from domestic e-commerce, including standard customs holds, extended inspection windows and scan gaps that resolve without intervention. The refund framework is structured to reflect these operational realities.

The scenarios below qualify for a full refund of the order value on confirmation of the reported event, subject to the documentation requirements stated for each.

Non-Delivery of the Consignment

A parcel is treated as non-delivered where the maximum transit window applicable to the selected dispatch method and destination zone has been exceeded and the tracking record shows no delivery scan. On confirmation, the purchaser may elect either a full refund of the order value or a reshipment at no additional cost.

The extended non-delivery provision applies where the maximum transit window closes near the 45-day guarantee window: a non-delivery claim remains eligible for a further 7 business days beyond the stated maximum, so that the transit window is not exhausted at the same moment as the claim window.

Damage Compromising the Product

Where a shipment is received in a condition that has compromised the enclosed items — crushed cartons, torn pouches, damaged cigarillo tins, moisture exposure or handling stress in transit — the affected line qualifies for a refund or a reshipment on confirmation of the reported damage.

Photographic documentation of the outer packaging and the affected items must be submitted within 7 days of the recorded delivery date. The packaging and the items should be retained until the claim review concludes.

Customs Duty Assessment — Purchaser Declines to Remit

Where the destination customs authority levies an import duty on the shipment and the purchaser opts not to pay the assessed amount, the parcel is either returned to origin or abandoned in accordance with the destination customs procedure. A full refund of the order value is processed on confirmation of the customs event. The decision to remit or decline the assessed duty rests with the purchaser and does not affect refund eligibility under this provision.

Customs Seizure of the Consignment

Where a shipment is seized by customs authorities at the destination outside a duty assessment scenario — for example, following a regulatory action on the format or a documented dispatch error against the checkout eligibility check — a full refund of the order value is issued on receipt of the seizure notice. Documentation of the customs correspondence supports the claim review.

Consignment Not Lodged With the Postal Operator

Where an order is not handed over to the postal operator within 10 business days of payment clearance, in the absence of prior notification to the purchaser, a full refund of the order value is processed on request.

Incorrect Item Dispatched

Where an item different from the order record is dispatched, the affected line qualifies for a reshipment of the correct item at no additional cost, or a refund at the purchaser’s election. Return of the incorrectly dispatched item in unopened condition may be requested where operationally relevant, at no cost to the purchaser.

Reshipment is available as an alternative to a refund in several of the scenarios above. Where the purchaser elects reshipment, the following provisions apply.

Non-Delivery Reshipment

Dispatched within 3–5 business days of election confirmation, at no additional charge. Where a first reshipment also fails to arrive within its applicable transit window, a further reshipment or a full refund is available at the purchaser’s election. Where a second reshipment also fails to reach the declared address within its applicable transit window, the framework defaults to a full refund of the order value.

Damage Reshipment

Dispatched on confirmation of the damage claim, at no additional charge. Available as an alternative to a partial or full refund on the affected line.

Address Correction Reshipment

Where a shipment is returned to origin due to an address error attributable to the purchaser, reshipment to a corrected address is available against payment of the additional postage cost. Address errors identified before dispatch can be corrected at no cost by contacting support before the dispatch confirmation is issued.

A new tracking identifier is issued for every reshipment consignment and linked to the original order record.

Not every delivery-stage event qualifies for a refund. The following scenarios are excluded from the refund framework.

• Delivery attempted to the address matching the purchaser’s declared order data where the recipient was not present or was not age-eligible at the delivery attempt.
• Consignment refused at delivery by the recipient outside a customs event, without a subsequent tracked return to origin.
• Claims submitted more than 45 days after the date of dispatch confirmation, subject to the extended non-delivery provision.
• Opened factory-rolled packs, unsealed rolling tobacco pouches or unwrapped cigarillo tins — excluded under product integrity provisions applied uniformly across every regulated category.
• Reshipment following a returned parcel arising from repeated failed delivery attempts outside a customs event, absent payment of the additional postage cost.

Unopened items reported within the declared return window qualify for a refund, less the original outbound shipping cost. The following conditions apply.

• Return dispatched by the purchaser at their own postage cost.
• Items in their original factory-sealed condition — packs, pouches or tins intact and unwrapped.
• Return tracking identifier provided at dispatch, so the return consignment can be matched to the order record.

Opened tobacco items across every regulated category are categorically excluded from return eligibility under product integrity provisions applied uniformly across the range.

Claims are submitted through the support channel listed at the foot of this page. Structured submission accelerates the resolution process.

Required Information

Every claim record requires the following:

• Order reference number.
• Tracking identifier issued at dispatch confirmation.
• Description of the reported issue.
• Photographic documentation of damage, where applicable.
• Copy of the customs correspondence, where the claim concerns a duty assessment or seizure event.

Claim Review and Refund Processing

The standard claim review window is 5 business days from submission. Approved refunds are returned to the original payment method within 10 business days of approval.

Time to appearance on the purchaser’s account depends on the payment processor and the issuing bank — a factor consistent with documented card-clearing conditions and outside vendor control.

Reshipment Processing

Reshipments are dispatched within 3–5 business days of election confirmation. A new tracking identifier is issued for the reshipment consignment and linked to the original order record.

Successful resolution depends on timely, accurate participation from the purchaser side. The following responsibilities are stated in advance, so both sides operate on the same terms.

• Provision of an accurate and complete delivery address at checkout.
• Availability of an age-eligible recipient at the declared delivery address during the standard transit window applicable to the destination.
• Retention of the outer packaging and the affected items until the claim review concludes, in damage scenarios.
• Timely reporting — damage claims within 7 days of recorded delivery, non-delivery claims within the 45-day guarantee window (extended per the non-delivery provision above).
• Provision of clear photographic documentation and any customs correspondence relevant to the reported event.
• Cooperation with information requests from the postal operator or the destination customs authority during transit.

Access to, and acquisition of, tobacco items across every category listed on this platform is restricted to persons who satisfy the minimum legal tobacco acquisition age applicable in their jurisdiction of residence. The minimum age threshold enforced on this platform is 21 years. Where applicable local legislation establishes a higher minimum age threshold, that higher standard governs.

Mandatory age verification is applied at the transaction stage as a condition of purchase completion across every listed format. No transaction may be completed in the absence of satisfaction of the applicable age verification requirement.

Tobacco items across every regulated category are subject to import controls in every jurisdiction served. Purchasers bear sole legal responsibility for confirming that the ordered format is lawfully importable at the declared destination, that the quantity does not exceed the applicable personal import allowance, and that all customs duties, excise taxes and import levies payable upon receipt are remitted in compliance with local obligations. This platform does not facilitate customs evasion and does not provide advisory services on the avoidance of lawful declaration requirements.

All tobacco items carry significant documented health risks. Consumption of tobacco products has been causally linked to severe preventable disease. No claim of reduced risk, modified risk or health benefit is made by this platform in respect of any item listed in the store.

Authoritative public health references:

• World Health Organization — Tobacco: Fact Sheet
• Centers for Disease Control and Prevention — Health Effects of Cigarette Smoking
• U.S. Food and Drug Administration — Tobacco Products Regulatory Overview

For a specific consignment issue, refund claim or reshipment election:

Email: support@cheap-cigarettes.org
Standard response window: within 24 hours on operational days.

The order reference and the tracking identifier should be included in the initial message. This allows the resolution team to open the consignment record directly and move to resolution without an additional exchange.

This policy may be updated to reflect operational changes, updates to postal-channel conditions or amendments to applicable regulations. Material changes are dated at the top of this page under “Last reviewed.” Purchasers are directed to consult this page at the time of order placement.