We're committed to providing you with an exceptional shopping experience. If you've received a damaged or missing item, we're here to help make things right. You can request a refund for the affected product(s) and we'll work to resolve the issue.

If you wish to request a refund, follow these steps:

1) Go to 'My Account' from the menu,

2) Click on 'Orders',

3) Find the item(s) you wish to request a refund for, and click on "Ask for a Refund."

You will then be prompted to provide a reason for your request along with a description of the issue. If applicable, including a photo or video of the issue can help expedite the process.

After you've submitted your refund request, our agents will review it and will get back to you with a decision as soon as possible.

To check your refund request status, go to "My Refund Requests" in your account. "Processing" or "On Hold" status means we're still reviewing it.

Our ticketing system typically processes refunds within 24-48 hours. Support agents can approve or deny requests based on our policy. Refunds are only eligible for defective, damaged, or missing items.

Please note that Smoking Online does not provide returns or exchanges, nor do we offer cash refunds or refunds via e-transfer.