We want you to feel confident shopping with us. Please read our Refund & Returns Policy carefully to understand how we handle after-sales issues.

1. Eligibility

As all orders are shipped from Hong Kong to Australia, we do not support returns or exchanges. However, if your order arrives with damaged items, incorrect products, or missing items, you are eligible to request a refund.

To do so, please prepare clear photos or a short video taken at the time of unboxing and contact our Customer Service team.

2. Process

  • Contact our Customer Service team via info@australiacigs.com or live chat.
  • Submit the required evidence (photos or video).
  • Our Quality Control team will review your case within 3 business days.
  • Depending on the severity of the issue:
    · If the product cannot be used, a full refund will be issued.
    · If the product is usable but provides a poor experience, a partial refund may be offered.

3. Timeframe

You must submit your request within 14 days of delivery. Requests made after this period may not be eligible for review.

4. Refund Options

  • Refunds are generally processed within 7 days after approval.
  • Refunds will be returned to your original method of payment.

5. Exceptions & Special Notes

  • If your order is held by customs, we can either provide a full refund or arrange for a replacement shipment, depending on your preference.
  • Refunds will not apply to issues caused by incorrect address details provided at checkout.
  • Please note that we do not cover delays caused by external postal or courier services.

6. Contact Information

If you need assistance with your order, please contact us:

Email: info@australiacigs.com

Live Chat: Available 8:00–20:00 daily (Sydney time, AEST/AEDT)