Return, Reshipment & Service Fee Adjustment Policy

1. Scope and Platform Role

This website operates as a digital platform that facilitates order request submission, order coordination, and payment processing between customers and independent third-party fulfilment partners.
The platform does not sell, manufacture, store, package, ship or physically handle tobacco or age-restricted products.
All physical products displayed on this website are sourced, prepared and dispatched exclusively by independent fulfilment partners operating under their own legal, regulatory and commercial frameworks.
Accordingly, this policy governs platform service fee adjustments, reshipment coordination and service-based credits only and does not constitute a physical product return policy or product price refund.

2. No Physical Product Returns to the Platform

The platform does not accept physical product returns and does not inspect, store or process returned goods.
Any shipment returned by postal operators or customs authorities is returned to the originating independent fulfilment partner, not to the platform.
In such cases, the platform’s role is strictly limited to evaluating and coordinating available service-based resolution options under this policy.

3. Meaning of Refunds and Adjustments

Any refund, adjustment or credit issued by the platform represents a service fee adjustment only.
Such adjustments relate solely to platform services, including order coordination, fulfilment facilitation, logistics arrangement and payment processing.
As the platform does not sell physical goods, no refund issued under this policy constitutes a refund of a product purchase price.

4. Scenarios Eligible for Service Fee Adjustment or Reshipment Coordination

4.1 Post-Payment Partner Unavailability
If, after payment completion, a fulfilment partner confirms that a requested item cannot be sourced or fulfilled, a full platform service fee adjustment will be applied 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 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 partner.
If the shipment is not returned, no service fee adjustment or reshipment option applies.

If the shipment is returned, the returned contents will be reviewed by the fulfilment partner 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 the fulfilment partner.

• Partial Service Fee Adjustment
If the customer declines reshipment, a partial service fee adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment partner 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 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 Service Fee Adjustment
If the customer declines one-time free reshipment, a partial 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 partner 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 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 the fulfilment partner.

• Partial Service Fee Adjustment
If the customer declines reshipment, a partial service fee adjustment is applied after deducting the following non-recoverable costs.
– Shipping costs
– Payment service provider processing fees
– Refund processing fees
– Fulfilment partner 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 fulfilment partner, the following options may be offered.

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

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

If the shipment is not returned by the postal service or customs authorities, no service fee adjustment or reshipment option applies.

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.

7. Cancellation Before Dispatch

If a customer requests cancellation after payment has been completed but before the order has been dispatched by the fulfilment partner, a partial 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 service fee amount will be adjusted to the original payment method.
Once an order has been dispatched, cancellation is no longer possible and any resolution will be handled strictly under this policy.

8. Chargebacks and Disputes

Chargebacks may be contested where the platform has complied with its Terms and Conditions and supporting service documentation is available.
Abusive or bad-faith chargeback activity may result in account restrictions, refusal of future service, 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 an obligation for the platform to refund product prices or assume liability for customs, postal, or third-party actions.
By using this website and submitting an order request, the customer acknowledges and accepts this policy in full.

For assistance, customers must contact the official support email listed on this website.
All communication must be conducted in English.