Report the issue
Order number and detailsExplain what arrived, what was expected and which item needs review.
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Return Policy
Order Issue and Return Information
Return Policy
Follow these steps when an order needs review, and wait for return instructions before sending an item back.
A clear first report helps TSGtobacco identify the order, understand the condition of the item and determine the appropriate next step. Contact TSGtobacco before sending any product back.
Keep packaging
Product and delivery materialsRetain the item, original packaging, parcel label and relevant photographs.
Follow instructions
Do not send it back firstWait for the review and return directions before arranging a shipment.
Start with a review
Contact support before taking return action
Send the order number, exact product name, quantity, delivery condition and a concise description of the issue.
Photographs of the item, packaging and shipping label may be requested where they help verify damage, an incorrect item or another fulfilment problem.
How to report an issue
Use the Contact Us page or reply through the support channel supplied with your order. Include all relevant details in one message.
- Order number and delivery postcode.
- Exact product title and selected quantity.
- A clear explanation of the issue.
- Photographs where condition, packaging or the shipping label is relevant.
Incorrect items
If the delivered item does not match the order, keep it in its received condition and retain the packaging. Send photographs showing the product title or identifying details and the parcel label.
Do not open, use or send the item elsewhere while the issue is being assessed.
Damaged packages or products
Photograph visible parcel damage before discarding packaging. Then photograph the affected product and any protective materials inside the parcel.
Provide the Australia Post tracking reference so delivery information can be considered during review.
Product condition
Any return assessment can depend on the reason for the request and the condition of the product, seals, packaging and included materials.
Opening, using, altering or disposing of an item can limit what can be verified. Keep everything connected to the order until instructions are provided.
Change-of-mind requests
A change-of-mind request is reviewed according to the product, its condition and the circumstances of the order. Approval is not automatic.
Do not ship an item back unless TSGtobacco has reviewed the request and provided return instructions.
Return and assessment process
If a return is authorised, follow the supplied destination, packaging and tracking instructions. Unauthorised parcels or parcels sent to an unconfirmed address may not be identifiable.
After a returned item is received, its condition and the reported issue are assessed before the outcome is confirmed.
Refund handling
Where a refund is approved, it is processed according to the reviewed outcome and the payment method available for the order. Financial institutions can take additional time to display completed transactions.
This policy does not remove any right that cannot lawfully be excluded.