Refund & Return Policy
Effective date: 6 August 2026
This policy applies to Soulssky orders delivered within Australia. It does not limit rights that cannot be excluded under the Australian Consumer Law.
Damaged, incorrect or not-as-described goods
Póngase en contacto con soulssky@outlook.com as soon as reasonably possible after delivery. Include the order number, a description of the issue, and clear photo evidence of the item, packaging and shipping label. Keep the goods and packaging until support provides instructions.
When a product is damaged, incorrect, faulty or materially not as described, Soulssky will assess the evidence and provide the remedy required by the Australian Consumer Law, which may include replacement, refund or another appropriate solution.
Change of mind
Because tobacco is age-restricted and sensitive to handling, change-of-mind requests can be considered only for unopened, unused and sealed goods in resaleable condition. Contact support before sending anything back. Approval is not automatic, and unauthorised returns may be refused.
Return process
- Email the order number and reason for the request.
- Provide requested photos or other evidence.
- Wait for written return instructions and the approved return address.
- Package approved returns securely and retain the shipping record.
Do not send goods to an address shown on a parcel without written instructions from support.
Refund timing
Approved refunds are issued after the claim and, where required, the returned goods have been assessed. Bank processing time may vary after a refund is issued.