Return policy

Returns Information

Changed Your Mind? No Problem

We hope you love your order, but if it’s not quite right, we’re here to help.

 

You can return your item(s) within 14 days of receiving them for a full refund (excluding original postage costs).

If it’s been between 15 and 30 days, let us know, and we’ll be happy to offer you a gift voucher for the value of your purchase.

To make the return process as smooth as possible, please ensure you return the item(s) within 14 days of notifying us of your intention to return.

 

Once we receive your returned item(s), we will process your refund back to your original payment method. Refunds are typically processed within 7 working days of receiving the returned item(s).

 

Unfortunately, returns requested after 30 days will not be accepted.

 

Tips for Returns

 

Please get in touch with our team via omnibuyzl@gmail.com, letting us know your order number and the item(s) you’re returning.

Please ensure your item(s) are returned in as-new condition, with the original packaging, and in a re-saleable condition. If you return a used item(s), they will not be eligible for a refund. In such cases, we will contact you to explain that the return cannot be accepted and offer to return the item(s) at your expense.

Always use a Tracked service; you are responsible for the goods until they reach us.

 

Returns for Faulty Items

Oh no! We’re sorry to hear there’s been a problem with your order. Don’t worry, we’re here to help.

 

What to Do:

If you think your item is faulty, please get in touch with us, and we’ll arrange a free return for you.

 

Here’s What Happens Next:

 

Within 30 days of receiving your item: You can choose a full refund or a gift voucher, whatever works best for you.

 

After 30 days but within 6 months: We’ll offer a gift voucher.

 

After 6 months: We will still do our best to help, but you will need to provide proof that the item was faulty when you received it.

 

How to Return Your Item

 

We’ll send you a returns link with options to make things easy:

 

Home Collection: Schedule a collection, and if you don’t have a printer, Australia Post，New Zealand Post will bring the label with them.

 

Self-Return: Print a label at home and drop your parcel off at Australia Post，New Zealand Post or a parcel postbox.

 

Post Office Print: Take your parcel and the QR code (on your phone or printed) to a participating Australia Post，New Zealand Post. They’ll scan the code and print the label for you.

 

We’ll cover the return postage costs, and if you’re returning the entire order, we’ll refund your original delivery cost too.

 

Important Notes:

 

If we send a replacement before receiving the faulty item, we kindly ask that you return the faulty item within 14 days. If we don’t receive it in time, we reserve the right to charge for the replacement.

Items that are faulty due to misuse, accidental damage, or normal wear and tear are not eligible for a refund or replacement.

If you have any questions or need help with your return, please get in touch, and we’ll ensure the issue is resolved.

 

Tobacco Products

As tobacco products are consumables, they come with special return terms for safety and quality reasons.

We can only accept returns of tobacco products (like cigars, cigarettes, hand-rolling tobacco, pipe tobacco, snuff, and vapes) if the packaging is completely unopened and sealed.

Unopened items can be returned within 30 days, following our standard return policy.

Taste and smoking preferences (such as "harshness," flavor, or variations in humidity) are not considered faults and won’t qualify for a refund or replacement. If you believe there’s a genuine issue, like a manufacturing defect, please let us know and provide details. We’re always happy to investigate and assist where we can.

 

Cigars

Once a cigar has been cut or lit, it is considered used, and we are unable to accept it for return unless a genuine manufacturing defect is identified.

We ask that you carefully inspect your cigars before cutting or lighting them.

If you experience an issue with a lit cigar, such as an uneven burn or a construction problem, please contact us with details and provide photographic evidence. If a fault is identified, it will be addressed in line with our Faulty Product Policy, and an appropriate resolution will be provided.

Please note that if you are unable to provide evidence of the issue or return the affected cigar for inspection, we may be unable to assist further.

 

Once we have everything, we’ll process your refund to the appropriate account. If you have any questions, feel free to contact us. We’re here to help.

 

Our Returns Address

60  Brown Street。

Sydney,New South Wales

2060 Australia 

145 Nutfield Lane,

Governors Bay，Christchurch 8022 New Zealand

 

About Shipping Insurance

Shipping insurance costs 1% of your order value and ensures your order is protected against damage, loss, and theft.

 

The Benefits of Our Shipping Insurance Include:

 

Protection Against Loss: If your order is damaged or lost during delivery, we’ll replace it with no hassle.

 

Peace of Mind: For high-value orders, we protect against any issues and ensure your order reaches you as quickly as possible.

 

Customer Service: Our team is on-hand to track your parcel and ensure it reaches you without delay.

 

How It Works

 

Simply choose the option during checkout, starting from costs 1%.

If any issues arise, get in touch with our team, and we’ll ensure your order reaches you without any delay.