Refund and Returns Policy
Last updated: September 3, 2026
At KiwiCigs, we want to ensure that our customers receive their orders in the condition expected and in accordance with their order.
As tobacco and related products may be subject to specific legal and regulatory requirements, returns and refunds may be subject to applicable laws and restrictions.
Before Shipment
If you wish to cancel your order before it has been shipped, please contact us as soon as possible:
We will do our best to accommodate your cancellation request provided that the order has not yet been shipped.
After Shipment
Once an order has been shipped, returns or refunds may be limited, particularly where the request is simply due to a change of mind or refusal to accept delivery.
Please do not deliberately refuse delivery or arrange for a package to be returned without contacting KiwiCigs first.
A shipment that has been refused, not collected, or returned after dispatch does not automatically qualify for a refund.
Nothing in this policy is intended to exclude or limit any mandatory consumer rights that apply under applicable law.
Damaged or Incorrect Orders
If your order arrives damaged, incomplete, or contains incorrect products, please contact us as soon as possible:
Where possible, please provide:
- Your order number
- A description of the issue
- Photos of the outer packaging
- Photos of the products received
- Photos showing any visible damage
We will review the circumstances and determine the appropriate solution.
Depending on the circumstances, we may offer a replacement, full or partial refund, or another appropriate solution.
Damage During Transit
If the package shows visible damage at the time of delivery, we recommend taking photographs of the condition of the outer packaging before opening it, where possible.
If the products have been damaged during transit, please contact us immediately so that we can review the matter with the relevant shipping or logistics provider.
Incorrect or Incomplete Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
If a shipment cannot be delivered because the delivery address is incorrect or incomplete, additional shipping or handling costs may apply if a new delivery attempt can be arranged.
Refused, Uncollected or Undeliverable Shipments
If a shipment is returned after dispatch due to circumstances such as:
- An incorrect or incomplete delivery address
- Refusal of delivery
- Failure to collect the package
- The recipient being unavailable
- Customs or import-related issues
- Import restrictions
- Other circumstances attributable to the customer
the return of the shipment does not automatically qualify for a refund.
Where permitted by applicable law, if a refund or a new delivery attempt is approved, shipping, return, handling, customs, or other related costs may be taken into consideration.
Refunds
Where a refund has been approved, it will normally be issued using the same payment method used for the original payment, where possible.
The time required for the refunded amount to appear in your account will depend on the relevant payment provider.
Any mandatory consumer rights under applicable law remain unaffected by this policy.
Please do not return any product until you have received return instructions from KiwiCigs.
If you need assistance regarding a return or refund, please contact: