Refund Policy

Your rights under Australian and New Zealand consumer law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand customers have the same kind of protection under the Consumer Guarantees Act 1993. Nothing in this policy limits those rights.

Cigars that arrive damaged

If your cigars arrive damaged, email photos of the cigars and packaging to support@aucigars.com within 7 days of delivery, with your order number. AuCigars will refund or reship the damaged items, and you don't need to send anything back.

Wrong item sent

If you receive a different cigar or quantity from what you ordered, email support@aucigars.com within 7 days of delivery with your order number and a photo. You don't need to send anything back. You can choose to keep the item you received and get a refund of any price difference, or AuCigars will send the cigars you ordered at no extra cost.

Parcels returned by customs

If the Australian Border Force or New Zealand Customs returns your parcel to AuCigars, for example because the customs charges weren't paid in time, you choose what happens once it arrives back with us:

• A full refund, including the shipping you paid.
• A reship of the same order. A reshipped parcel goes through customs again, so new duty and GST may be charged, and those are paid by you.

Parcels that don't arrive

If your tracking stops and your parcel doesn't arrive, contact support@aucigars.com. AuCigars will trace it with Hongkong Post and Australia Post or NZ Post. If the parcel can't be found, AuCigars will refund or reship your order.

Change-of-mind returns

AuCigars doesn't accept returns or give refunds if you change your mind, order the wrong item, or no longer want your cigars. Cigars are a regulated product that can't be sent back across the border and resold once they've left our care.

Cancelling an order before it ships

You can cancel an AuCigars order for a full refund if it hasn't been dispatched yet. Orders often ship within a day or two, so email support@aucigars.com with your order number as soon as possible. Once an order has shipped, it can't be cancelled.

How refunds are paid

AuCigars pays refunds within 5 business days of approving them, to your original payment method. Visa payments are refunded to the same card, in the currency you were charged (currently US dollars). Crypto payments are refunded in the same coin and the same amount you sent. AuCigars covers any fees on our side, but your wallet or exchange may charge a fee to receive the refund, and the value in AUD or NZD may have changed since you paid. A refund covers what you paid AuCigars. Customs duty and GST are paid to the Australian Border Force or New Zealand Customs, not to AuCigars, so they aren't included in a refund unless consumer law requires it.