Returns & Refunds

Our Guarantee

At Smoke Cartel, we stand behind every product we sell. If you're not satisfied with your purchase, we want to make it right. Every product we carry gets evaluated with customers in mind — we won't sell anything we wouldn't use ourselves.

Damaged or Defective Items

We replace or refund items that arrive broken or damaged in shipping. Glass breaks sometimes, and we handle it without hassle. If your order arrives damaged:

  1. Contact us within 48 hours of receiving your order
  2. Provide photos of the damaged item and packaging
  3. We'll arrange a replacement or full refund — your choice

If you purchased shipping insurance at checkout, the claims process is even simpler.

Return Eligibility

Items may be returned within 30 days of delivery, provided they meet the following conditions:

  • Item is unused and in its original packaging
  • Item is in the same condition as when it was received
  • All included accessories, parts, and documentation are included
  • Item is not a final sale, clearance, or custom order item

Non-Returnable Items

The following items cannot be returned for health and safety reasons:

  • Any item that has been used
  • Edibles, consumables, and Delta 9 products
  • Gift cards
  • Items marked as final sale

How to Initiate a Return

  1. Email [email protected] with your order number and reason for the return
  2. Our team will provide you with a Return Merchandise Authorisation (RMA) number and return shipping instructions
  3. Pack the item securely in its original packaging
  4. Ship the item back to us using the provided instructions

Please do not return items without prior authorisation. Unauthorised returns may be refused.

Refund Process

Once we receive and inspect your return, we'll process your refund within 5-7 business days. Refunds are issued to the original payment method. You'll receive an email confirmation once the refund has been processed.

Please note: original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product, etc.).

Exchanges

Want a different item instead? Contact us and we'll help arrange an exchange. The simplest way is to return the original item for a refund and place a new order for the replacement.

Questions?

Our customer service team is available 24/7 to help with returns and refunds. Email [email protected] or call +61 2 1234 5678.