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Refund and Returns Policy

UK Tobacco Returns & Refunds: Simple, Fair & Customer-Focused

Your Satisfaction Guaranteed – Our Commitment to Quality & Service Excellence

Our Guarantee to You

At uktobacco.co.uk, we stand behind every product we deliver. We are committed to providing only the highest quality hand rolling tobacco and premium cigars, each meticulously checked before dispatch and shipped in our signature discreet packaging. However, we understand that occasionally things may not go as planned. This comprehensive Returns & Refund Policy outlines our clear, fair, and straightforward process for addressing any issues, ensuring your complete satisfaction with our service.

We operate on principles of transparency, fairness, and rapid resolution. Our team is trained to handle any concern with professionalism and efficiency, always aiming to resolve matters within 24 hours of notification. This policy complies with all UK consumer rights regulations while being specifically tailored to the unique nature of tobacco products.

Our Core Refund Philosophy

Customer First, Always. This isn’t just a slogan—it’s our operational foundation. When you shop with UK Tobacco, you’re not just buying products; you’re investing in an experience built on trust, quality, and reliability. Our refund policy reflects this commitment.

Key Principles:

  1. No-Quibble Resolution: We don’t debate legitimate concerns
  2. 24-Hour Response Guarantee: Initial contact within one business day
  3. Multiple Resolution Paths: Replacement, refund, or credit options
  4. Clear Communication: Regular updates throughout the process
  5. Minimal Customer Effort: We handle the logistics wherever possible

Eligibility: What Can Be Returned

Fully Eligible for Return/Refund:

  • Damaged on Arrival: Products arriving with visible damage
  • Incorrect Items: Wrong product or quantity shipped
  • Quality Issues: Products not meeting our freshness standards
  • Shipping Errors: Duplicate shipments or missing items
  • Sealed, Unopened Products: Factory-sealed items within 14 days

Conditional Eligibility:

  • Opened Tobacco Pouches: Only if quality issue is verifiable
  • Cigar Quality Concerns: Subject to inspection and verification
  • Accessories: Must be unused and in original packaging

Not Eligible for Return:

  • Opened & Partially Used Tobacco Products
  • Cigars Removed from Humidified Storage for Extended Periods
  • Personal Preference Changes (e.g., didn’t like the flavour)
  • Products Damaged After Delivery through improper storage
  • Age Verification Failures at delivery (full refund minus shipping)

The Returns Process: Step by Step

Step 1: Notification & Documentation

Within 24 Hours of Delivery:

  1. Contact Us Immediately: Email info@uktobacco.co.uk or use our contact form
  2. Provide Essential Details:
    • Order number
    • Product name and quantity affected
    • Clear description of the issue
    • Photographic evidence (crucial for damage claims)
  3. Do Not Dispose of Items: Keep all original packaging and products

Step 2: Assessment & Authorization

Within 4 Business Hours:

  1. Initial Response: Our returns team acknowledges your query
  2. Case Assessment: Review of provided information and photos
  3. Resolution Proposal: We suggest the most appropriate solution:
    • Immediate replacement dispatch
    • Full or partial refund
    • Store credit with bonus
  4. Returns Authorization: If return is required, we provide:
    • RMA (Return Merchandise Authorization) number
    • Pre-paid returns label (where applicable)
    • Clear packing instructions

Step 3: Return Shipping (If Required)

For Qualifying Returns:

  1. Pre-paid Label: We email a Royal Mail or courier returns label
  2. Packaging: Use original packaging if possible
  3. Inclusion: Place RMA number clearly on the package
  4. Drop-off: Use designated drop-off points or collection service
  5. Tracking: We monitor return progress automatically

Step 4: Inspection & Resolution

Upon Receipt at Our Centre:

  1. Quality Inspection: Within 24 hours of receipt
  2. Verification: Match issue against provided documentation
  3. Final Decision: Confirmation of resolution method
  4. Implementation: Immediate action on agreed resolution

Step 5: Completion & Feedback

Final Steps:

  1. Confirmation Email: Details of action taken
  2. Timeline: Refund/replacement ETA provided
  3. Follow-up: Quality check after resolution
  4. Feedback Opportunity: We value your input to improve

Refund Methods & Timelines

Refund Options Available:

MethodProcessing TimeDelivery TimeBest For
Original Payment24 hours1-3 business daysMost customers
Store CreditInstantImmediateRegular customers (+10% bonus)
Bank Transfer48 hours1-2 business daysLarge value returns
Replacement24 hoursNext day dispatchDamaged/incorrect items

Refund Timelines in Detail:

Bank Transfer Refunds:

  • Processing: 24 hours from authorization
  • Bank Processing: 1-3 business days
  • Total Time: 1-3 business days typically
  • Notification: Email confirmation when initiated

Bitcoin Refunds:

  • Processing: 2-3 hours from authorization
  • Account Appearance: 24 hours Max
  • Total Time: 1 business days
  • Notification: Bitcoin email + our confirmation

Store Credit:

  • Processing: Instant upon authorization
  • Account Update: Immediate
  • Bonus: Additional 10% added for future purchases
  • Validity: 12 months from issue

Partial Refunds:

In cases where only part of an order is affected, we issue proportional refunds:

  • Single item in multi-item order: Item value + proportional shipping
  • Quality issues with partial product: Proportional value adjustment
  • Late delivery compensation: Shipping fee refund or discount voucher

Special Circumstances & Protocols

Damaged in Transit:

Our Responsibility: We cover 100% of costs
Process:

  1. Do not accept delivery if visible damage
  2. Take photos of damaged packaging
  3. Contact us immediately
  4. We arrange replacement immediately
  5. We handle all courier claims

Compensation: Full replacement + £5 voucher for inconvenience

Incorrect Items Received:

Our Error: We correct immediately
Process:

  1. Keep items safe
  2. Contact us with order number
  3. We dispatch correct items next day
  4. Return shipping for incorrect items (we arrange collection)
  5. Keep incorrect items if return impractical (small value items)

Compensation: Correct items + 15% discount on next order

Quality Issues with Cigars:

Assessment Criteria:

  1. Construction flaws (cracks, soft spots)
  2. Mould (not plume/crystallization)
  3. Excessive dryness upon arrival
  4. Insect damage (extremely rare)

Process:

  1. Do not smoke affected cigars
  2. Photograph issues clearly
  3. Contact within 48 hours
  4. Return for inspection (we provide humidified return packaging)
  5. Replacement or refund upon verification

Tobacco Freshness Concerns:

Valid Concerns:

  • Extreme dryness (crumbles to dust)
  • Excessive moisture (clumping, mould)
  • Off odours (not typical tobacco aroma)
  • Seal failure upon arrival

Verification: Batch code checking with suppliers
Resolution: Replacement from fresh batch

Shipping Cost Refunds

When Shipping is Refunded:

  • Our error (wrong item, damaged goods)
  • Quality issues verified as our responsibility
  • Failed delivery due to our courier error
  • Order cancellation before dispatch

When Shipping is Not Refunded:

  • Change of mind on unopened products
  • Personal preference returns
  • Age verification failure at delivery
  • Incorrect address provided by customer

Return Shipping Costs:

  • Our error: Pre-paid label provided
  • Customer preference: Customer pays return shipping
  • Quality disputes: Case-by-case assessment