Return
Our aim is your satisfaction. In case you are not satisfied with your order, you should contact us within 14 days of receiving your order.
Goods must be returned undamaged, in their original packaging and by unit of packaging. All returns must be sent by National Official Postal Service.
Buyer bears the shipping cost for return. Please contact us for details.
* If customer denies to pay the customs duties and taxes applied, customer can return the product back to us for refund. Please read the RESHIP and REFUND section for details.
* If the shipment is held at customs due to local tobacco import rules, customer is responsible to contact customs office and return the shipment back to us. Please read RESHIP and REFUND section for details.
Reship
1. If the order is not delivered to customer and returned to sender by postal service due to customers faults (wrong or missing address, wrong or missing zip code, wrong name, delivery failure, receiver did not answer, etc.), we offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: Please read REFUND section for details.
2. If the order is not delivered to customer and returned to sender by postal service due to destination country customs rules, we offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: Please read REFUND section for details.
3. Even if the shipping insurance has been used or not used by the customer, if customer refuses the delivery due to applied customs duties, tax, etc., customer is responsible to return the order back to us. Products will be checked after return by our experts.
We offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: Please read REFUND section for details.
4. If shipping insurance is used by the customer and order is LOST due to the Postal Service in origin country and/or does not arrive to destination country within the region for which it is responsible (lost decision is made by the Postal Service in origin country and it takes up to 30 days) and/or in destination country, order will be immediately reshipped free of charge. Reship will be completed only one time. In the event that the reshipment is also LOST, the responsibility lies entirely with the customer (there is obviously a problem on the customer side).
5. If shipping insurance is not used by the customer and order is LOST in the destination country, the customer must obtain the official letter stating this situation from the relevant official carrier and share it with us. The official letter must be wet signed. Copied or scanned documents are not accepted.
Offer process will be started when the official document reaches us.
We offer reship option to our customer;
Reship: Order will be immediately reshipped free of charge. Reship will be completed only one time. In the event that the reshipment is also LOST, the responsibility lies entirely with the customer (there is obviously a problem on the customer side).
6. If shipping insurance is used by the customer and order is SEIZURE by destination country customs; we offer two options to our customer;
Reship: Order will be immediately reshipped free of charge. Reship will be completed only one time. In the event that the reshipment is also LOST, the responsibility lies entirely with the customer (there is obviously a problem on the customer side).
Partially Refund: Please read REFUND section for details
7. If shipping insurance is not used by the customer and order is SEIZURE by destination country customs, we cannot be held responsible for seizure any caused by Customs offices.
So all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
We cannot send a replacement package or refund.
*If the shipment is held at customs due to local tobacco import rules, customer is responsible to return the products back to sender. Products will be checked after return by our experts.
We offer two options to our customer if the order returned to sender;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: Please read REFUND section for details
Refund
In order to receive a refund for your order;
1. Ordered product must be out of stock after the payment for any reason. (Stocks are updated continuously) Full Refund
2. If customer wants to cancel order after completion of payment, a partial refund is being made due to fees (payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund
3. If order is not delivered to customer and returned to sender by postal service due to customers faults (wrong or missing address, wrong or missing zip code, wrong name, delivery failure, receiver did not answer, etc.), we offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: If the customer doesn’t accept to pay reshipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund
4. Even if the shipping insurance has been used or not used by the customer, if customer refuses the delivery due to applied customs duties, tax, etc., customer is responsible to return the order back to us. Products will be checked after return by our experts.
We offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to reship.
Partially Refund: If the customer doesn’t accept to pay reshipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund
*** If the shipment is not returned to sender payment will not be refunded. No Refund
5. If shipping insurance is used by the customer and order is SEIZURE by destination country customs; we offer two options to our customer;
Reship: Order will be immediately reshipped free of charge. Reship will be completed only one time. In the event that the reshipment is also LOST, the responsibility lies entirely with the customer (there is obviously a problem on the customer side).
Partially Refund: A partial refund is being made due to fees (shipping fee, shipping insurance fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund
6. If shipping insurance is not used by the customer and order is SEIZURE by destination country customs, we cannot be held responsible for seizure any caused by Customs offices.
So all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
We cannot send a replacement package or refund.
*If the shipment is held at customs due to local tobacco import rules, customer is responsible to return the products back to sender. Products will be checked after return by our experts.
We offer two options to our customer if the order returned to sender;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: If the customer doesn’t accept to pay reshipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund
*If the shipment is not returned to sender payment will not be refunded. No Refund
Please note that, indonesia.handrollingtobacco.co.uk holds rights to reship or refund per terms above.
Cancelation
If customer wants to cancel order (before the order is not shipped) just send email to [email protected] about your cancel request. Your request will be done asap.
Chargeback Policy
In order for a customer to ask for a chargeback from their bank, indonesia.handrollingtobacco.co.uk should not be obeying any of the rules stated above and this situation must be proved by valid documents to customers’ own bank. Any fraud attempts are subject to legal action taken by indonesia.handrollingtobacco.co.uk and its legal representatives against responsible individuals.
Please be aware that by accessing and using this website, you accept these all terms and conditions above.
If you do not agree these terms and conditions or any part of them, do not use this website.
For any assistance, comments or recommendations, please contact us at [email protected]
All messages must be written in English.