Contact AFT about a problem
Email orders@afttobacconis.com.au with your order number, a description of the problem and photographs where helpful. Keep the item and packaging for assessment where safe. Contact us before posting anything so we can give the correct return address and suitable handling instructions. This process does not limit your consumer rights.
Change of mind
We do not offer returns or exchanges simply because you change your mind, choose the wrong option or no longer want a correctly supplied product. This does not affect remedies where consumer guarantees have not been met.
Faulty, damaged, incorrect or misdescribed goods
Australian Consumer Law rights are not excluded by this policy. If goods have a major failure, you may choose a refund or replacement and may have other rights. For a minor failure, we will provide an appropriate remedy within a reasonable time. Contact us about damage, an incorrect item or goods that do not match their description so we can assess and resolve the issue.
Original packaging and a fixed short reporting deadline are not conditions for exercising consumer guarantee rights. We may request reasonable proof of purchase. Where a product problem is confirmed, we will reimburse reasonable return costs as required by law. Contact us first about goods that are unsafe or difficult to return.
Returns and refunds
Business location: Brisbane, QLD. Contact AFT at orders@afttobacconis.com.au before returning an item. We will provide the appropriate return destination and handling instructions for your order; do not send returns without contacting us first.
Where a refund is due, we will arrange it with you using the original payment method unless otherwise agreed. We will not require you to accept store credit instead of a refund you are entitled to.