Refund & Return Policy

At Tobacco House, customer satisfaction is important to us. We take great care in ensuring that every order is packed securely and delivered in excellent condition. Please read our Refund & Return Policy carefully before placing an order.

1. Return Eligibility

Due to the nature of tobacco products and for hygiene, safety, and quality reasons, tobacco products, cigars, cigarettes, cigarette papers, cigarette filters, and other smoking consumables cannot be returned or exchanged once delivered, except in cases where the product is received damaged, defective, incorrect, or incomplete.

Accessories such as lighters or other non-consumable items may be eligible for return or replacement if they are found to be damaged, defective, or incorrect at the time of delivery.

2. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of receiving your order.

To help us review your request, please provide:

• Your Order Number
• Clear photographs of the product
• Photographs of the outer packaging
• A brief description of the issue

Once verified, we will arrange a suitable replacement or refund, depending on product availability and the nature of the issue.

3. Order Cancellation

Orders may be cancelled only before they are dispatched from our warehouse.

Once an order has been shipped, cancellation requests cannot be accepted.

If an eligible cancellation request is approved before dispatch, the applicable refund will be processed to the original payment method.

4. Refund Process

Approved refunds will be processed to the original payment method used during the purchase.

Please allow 7–10 business days for the refund to reflect in your account, depending on your bank or payment provider.

5. Non-Returnable Products

The following items are not eligible for return or exchange unless they are damaged, defective, or incorrectly supplied:

• Premium Cigars
• Tobacco Products
• Cigarettes
• Cigarette Papers
• Cigarette Filters
• Opened or used products
• Products with damaged or removed packaging
• Products purchased during clearance or promotional sales (unless received damaged or incorrect)

6. Replacement Policy

Where applicable, replacements will be provided only after our team has reviewed and approved the return request.

If the same product is unavailable, we may offer an alternative product of similar value or process a refund, subject to our review.

7. Refused Deliveries

If a customer refuses delivery without a valid reason or provides an incorrect or incomplete delivery address, shipping charges and any applicable handling costs may be deducted from the refundable amount, where permitted by law.

8. Contact for Returns & Refunds

For any questions regarding returns, replacements, or refunds, please contact our customer support team using the contact details available on our Contact Us page. Our team will be happy to assist you throughout the process.

Thank you for choosing Tobacco House. We appreciate your trust and remain committed to providing genuine products, reliable service, and a premium shopping experience.