Return, Reship & Platform Service Fee Policy

1. Scope and Platform Role
This website operates as a digital platform facilitating order submission, coordination and payment processing between customers and independent third-party fulfilment partners (“Fulfilment Partners”).

The platform does not sell, supply, manufacture, store, package, ship or physically handle tobacco or age-restricted products. All physical products displayed on this website are sourced, prepared and dispatched independently by Fulfilment Partners operating under their own regulatory and commercial frameworks.

Payments collected through this website relate solely to the Platform Service Fee and do not constitute the purchase price of physical goods.
The Platform Service Fee is charged in connection with coordination and platform services only and is not a product sale price.

Accordingly, this policy governs Platform Service Fee Adjustment, reshipment coordination and service-based credits only.
It does not constitute a physical product return policy and does not involve refunds of product purchase prices.

2. No Physical Product Returns to the Platform
The platform does not receive, inspect, accept or process physical product returns.

Any shipment returned by postal operators or customs authorities is returned directly to the Fulfilment Partner.
The platform’s role is limited strictly to assessing eligibility for service-based resolutions under this policy.

3. Meaning of Refunds and Adjustments
Any “refund”, “credit” or “adjustment” issued under this policy represents a Platform Service Fee Adjustment only.

As the platform is not the seller of physical goods, no adjustment issued under this policy constitutes a refund of a product purchase price.

4. Scenarios Eligible for Platform Service Fee Adjustment or Reshipment Coordination

4.1 Post-Payment Partner Unavailability
If a Fulfilment Partner cannot source or fulfil an item after payment completion, a full Platform Service Fee Adjustment will be issued to the original payment method.

4.2 Verified Missing Items
If packing and dispatch records provided by the Fulfilment Partner confirm that one or more items were missing from the shipment, the platform may offer one of the following options.

• A Platform Service Fee Adjustment proportional to the affected item
• A platform service credit issued as a discount coupon for future use

Due to international shipping costs, missing items are not automatically reshipped free of charge.

4.3 Refusal Due to Customs Duties or Taxes (With or Without Shipping Insurance)
Whether shipping insurance was used or not, if the customer refuses delivery due to customs duties, taxes or similar charges, the shipment must be returned to the Fulfilment Partners.
If the shipment is not returned, no Platform Service Fee Adjustment or reshipment option applies.

If the shipment is returned, the returned contents will be reviewed by Fulfilment Partners and the customer will be offered one of the following options.

• Paid Reshipment
The customer pays the reshipping cost, and the platform coordinates reshipment with Fulfilment Partners.

• Partial Platform Service Fee Adjustment
If the customer declines reshipment, a partial Platform Service Fee Adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

4.4 Loss During Transit With Shipping Insurance
If shipping insurance was used and the shipment is lost either in the origin country, during transit or in the destination country, or does not reach the destination country within 30 days, a free reshipment will be coordinated.
Free reshipment is provided once only.
If the reshipment is also lost, no further reshipment or adjustment will be provided, as this indicates a destination-specific risk beyond platform control.

4.5 Loss During Transit Without Shipping Insurance
If shipping insurance was not used and the shipment is lost in the destination country, the customer must obtain an official, wet-signed written confirmation from the destination country’s postal service confirming the loss.
Copied or scanned documents are not accepted.

Upon receipt of valid documentation, the customer will be offered one option only.
• Reshipment at 60 Percent Cost
If the customer pays 60 percent of the original order amount, the platform will coordinate a reshipment.

This option is offered solely as a customer satisfaction measure and does not imply any admission of liability, as shipping insurance was declined by the customer.
Reshipment under this provision is strictly limited to one time only.
If the reshipment is also lost in the destination country, no further reshipment, refund, or Platform Service Fee Adjustment will be provided and all responsibility rests solely with the customer.

4.6 Customs Seizure With Shipping Insurance
If shipping insurance was used and the shipment is seized by destination country customs, the customer may choose one of the following options.

• One-Time Free Reshipment
A free reshipment is coordinated once. If the reshipment is also seized, no further options apply.

• Partial Platform Service Fee Adjustment
If the customer declines one-time free reshipment, a partial Platform Service Fee Adjustment is applied after deducting the following non-recoverable costs.
– Shipping insurance cost
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

4.7 Customs Seizure Without Shipping Insurance
If shipping insurance was not used and the shipment is seized by destination country customs, no reshipment or Platform Service Fee Adjustment is offered.
Customers are informed at multiple stages of the ordering process that they are responsible for understanding destination country import laws applicable to tobacco and other age-restricted consumer products.

4.8 Returned Seized or Held Shipments
If a shipment seized or held by customs is later returned to the Fulfilment Partner, the customer will be offered the following options.

• Paid Reshipment
The customer pays the reshipping cost, and the platform coordinates reshipment with Fulfilment Partner.

• Partial Platform Service Fee Adjustment
If the customer declines reshipment, a partial Platform Service Fee Adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

5. Customer Errors and Delivery Failure
If delivery fails due to customer provided errors, including incorrect or incomplete address details, incomplete recipient information, or failure by the customer to receive the shipment, and the shipment is returned to the independent third-party fulfilment partner, the following options may be offered.

• Paid Reshipment
The customer pays the reshipping cost, and the platform coordinates reshipment with Fulfilment Partner.

• Partial Platform Service Fee Adjustment
If the customer declines reshipment, a partial Platform Service Fee Adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment Partners handling fees

If the shipment is not returned by the postal service or customs authorities, no Platform Service Fee Adjustment or reshipment option applies.
Failure to collect a shipment is treated as customer-caused non-delivery.

6. Customs Duties, Taxes, and Import Responsibility
All shipments are international consignments.
The customer acts as the sole importer of record and bears full responsibility for customs compliance, excise taxes, duties, and import restrictions in the destination country.
The platform is not responsible for customs decisions, delays, refusals, seizures, or related losses.
Customs authorities act independently and beyond the control of the platform and Fulfilment Partners.

7. Cancellation Before Dispatch
If a customer requests cancellation after payment has been completed but before the order has been dispatched by Fulfilment Partner, a partial Platform Service Fee Adjustment will apply.
Order dispatch typically occurs within 24 hours of payment completion, depending on product availability and Fulfilment Partner processing timelines.
In such cases, only the following non recoverable fees will be deducted.
• Payment service provider processing fees
• Refund processing fees

No shipping costs, Fulfilment Partner handling fees, or logistics related charges will be deducted, as no physical shipment or fulfilment activity has taken place.
The remaining applicable Platform Service Fee amount will be adjusted to the original payment method.
Once an order has been dispatched, cancellation is no longer possible under any circumstances.

8. Chargebacks and Disputes
Chargebacks may be contested where the platform has complied with these Terms and Conditions and where supporting documentation is available.
Abusive or bad-faith chargeback activity may result in account restrictions, refusal of future service, reporting to payment service providers and further legal action where permitted by law.

9. Final Provisions
The platform reserves the right to evaluate each case based on available documentation, Fulfilment Partner confirmation, and service scope.
Nothing in this policy creates any obligation on the platform to refund product purchase prices or assume liability for customs, postal or third-party actions.

By submitting an order request, the customer confirms acceptance of this policy in full.

All communications must be conducted in English.