Returns and Refunds

Please note we do not offer exchanges under any circumstances. Please choose items carefully and if unsure seek assistance before purchasing.

To return an item you MUST contact us via the Contact Us page for further instructions and a return reference number.

We will evaluate your request and issue you with an email with return instructions. We may need to get more clarification on the problem reported before we can issue return authorisation, this is done to enable faster returns processing later.

If possible, please place the item you are returning back into the original eSmokeStore.com.au packing box that it arrived in. Please include all necessary components that will enable us to verify the problem reported. If unsure send back everything.

Please ensure that your return reference number is shown on the address label or included inside the package.

Please pack the item/s appropriately for transit - goods packaged without due care may be rejected or extra costs deducted for any transit damages caused.

  • eSmokeStore recommends Registered Post be used to prevent loss in transit.
  • eSmokeStore recommends that before packaging item for return, photos be taken, in order to protect the sender when a parcel is further damaged by the carrier during transit.
  • eSmokeStore is not liable for items you sent that are damaged or lost in transit, we are only in a position to assist in the customer's claim for compensation by reporting all the relevant information to the respective carriers.

As soon as your item has been received, we will send you an automated Item Received Notification email. Generally repairs, replacement, refunds will be finalised 1 - 2 weeks from receipt.

Refunds cannot be given in cash, instead the amount (excluding shipping costs) will be credited to you in store credit.

Please Note: If you return an item and have used any Loyalty Points gained from that purchase to buy further products, we will deduct the amount credited in Loyalty Points from your refunded amount.

Returns should be sent to:

eSmokeStore Pty Ltd

PO Box 528

Forestville, NSW, 2087

Australia