Refund and Returns Policy

Last Updated: 2026

At Sheesha And Tobacco, we strive to ensure that every customer in Victoria and across Australia is satisfied with their purchase. Due to the nature of our products (tobacco, cigars, vapes, and shisha), our policy is designed to comply with Australian Consumer Law while maintaining strict health and safety standards.

1. Change of Mind

Due to health, hygiene, and safety regulations, we cannot offer refunds or exchanges for "change of mind" on the following items once they have left our warehouse:

• Cigarettes and Cigars
• Opened E-liquids or Flavors
• Used Vaping Devices, Tanks, or Coils
• Shisha and Hookah tobacco products

2. Damaged or Faulty Items

If you receive a product that is faulty or damaged, you are entitled to a solution under Australian Consumer Law.

• Vape Hardware: If a vape mod or electronic device has a manufacturing defect, please contact us within 14 days of receipt.
• Reporting Damage: If your order arrives damaged (e.g., broken glass on a hookah or crushed cigar box), please take photos of the packaging and the product immediately and contact our support team.

3. Return Process

To initiate a return for a faulty item:

1. Email our support team via https://sheeshaandtobacco.com with your order number and a description of the issue.
2. Once your return is authorized, we will provide instructions on how to send the item back to our Victoria facility.
3. The item must be returned in its original packaging with all included accessories.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved Refunds: The credit will automatically be applied to your original method of payment within 5–10 business days.
• Exchanges: If an item is faulty, we will offer a replacement of the same product, subject to availability.

5. Non-Returnable Items

Please note that items sold as "Clearance" or marked as "Final Sale" are not eligible for returns unless they are functionally faulty.

6. Shipping Costs

Unless the item is faulty or sent in error by us, the customer is responsible for the shipping costs associated with returning the item. Shipping costs are non-refundable.