Return policy

Return and Refund Policy

Last updated: 8 September 2026

This policy explains order cancellations, change-of-mind returns, damaged or incorrect items and refunds.

Nothing in this policy excludes, restricts or modifies any rights available under the Australian Consumer Law that cannot lawfully be excluded.

Order Cancellations

Contact service@au-manchester.com immediately if you need to cancel an order.

An order can generally be cancelled for a full refund before it has been dispatched. Once an order has been dispatched, it cannot normally be recalled and must be handled under the return conditions below.

Change-of-Mind Returns

A change-of-mind return request must be submitted within 14 days after delivery.

To qualify, the product must be:

  • Unused

  • Unopened

  • Sealed

  • In its original retail packaging

  • In resalable condition

  • Accompanied by proof of purchase

Because of the nature of tobacco products, we cannot accept a change-of-mind return after the retail packaging, carton, individual pack or product seal has been opened or damaged.

This restriction does not remove any rights that apply when a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description.

Customers are normally responsible for change-of-mind return shipping costs. Original shipping charges, if any, are not refundable unless required by law.

Incorrect, Damaged or Faulty Items

Contact us as soon as reasonably possible if an order:

  • Arrives damaged

  • Contains the wrong product

  • Is missing an item

  • Has a manufacturing fault

  • Does not reasonably match the product description

Please provide:

  • Your order number

  • A description of the problem

  • A photograph of the outer parcel

  • A photograph of the shipping label

  • Clear photographs or video showing the affected item

Keep all products and packaging until the claim has been reviewed.

Depending on the circumstances and applicable consumer guarantees, an appropriate remedy may include replacement, refund or another solution required by law.

Australian Consumer Law

Products sold to Australian consumers come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, the customer may be entitled to choose a refund or replacement. Other remedies may apply where a problem is minor.

The voluntary 14-day change-of-mind period does not impose a 14-day limit on rights relating to faulty goods or other consumer guarantees.

Return Approval

Do not send a return to the manufacturer or to an address found elsewhere online.

Contact service@au-manchester.com before sending anything. If a physical return is required, we will provide the approved return address and return instructions.

Unauthorised returns sent to an incorrect address may be delayed or lost.

Return Shipping

For an approved change-of-mind return, the customer is responsible for return shipping.

If a return is required because we supplied an incorrect, damaged or faulty product, we will provide instructions regarding reasonable return costs in accordance with applicable law.

Use a trackable delivery service and retain the lodgement receipt. We cannot confirm receipt of an untracked return.

Inspection

Returned items are inspected after arrival.

A change-of-mind return may be rejected if the product has been opened, used, damaged, altered or returned without its original packaging.

This does not affect remedies available under Australian Consumer Law for faulty or incorrectly supplied products.

Refund Processing

Approved refunds are issued to the original payment method.

We generally process an approved refund within 3 business days after approval. Banks and payment providers may require an additional 5–10 business days to display the funds in the customer’s account.

The exact processing time is controlled by the payment provider and financial institution.

Late or Missing Refunds

If an approved refund has not appeared:

  1. Check the original payment account.

  2. Contact the payment provider or bank.

  3. Allow for the payment provider’s processing period.

  4. Contact service@au-manchester.com if the refund is still missing.

Missing Deliveries

A parcel that has not arrived should first be handled under our Shipping Policy.

We may need to complete a carrier investigation before determining whether replacement or refund is appropriate.

Contact

For cancellations, returns or refunds:

Email: service@au-manchester.com

Include your order number and relevant photographs when contacting us.