Refund and Return Policy
We want customers to receive the correct products in good condition. Because our store sells tobacco and cigarette products, returns are limited for health, safety, hygiene, and regulatory reasons. Please review this Refund and Return Policy carefully before placing an order.
Return Eligibility
Returns may be accepted only when an item arrives damaged or when you receive an incorrect item. To be eligible, you must contact us within 14 days of delivery. The item must be unused, unopened, and in its original packaging unless the issue is damage that occurred before delivery. We may request photos, packaging details, and other information to evaluate the claim.
Non-Returnable Items
Opened tobacco products, opened cigarette packs, used products, items with broken seals, and products that cannot be safely resold are not returnable for health and safety reasons. We also cannot accept returns based on personal taste preference, change of mind, buyer’s remorse, incorrect orders placed by the customer, customs delays, local import restrictions, or failure to comply with applicable laws, unless otherwise required by law.
How to Start a Return Request
To initiate a return, contact customer service through the website contact form or by email at fillerscentreau@gmail.com within 14 days of delivery. Please include your order number, full name, delivery address, a clear description of the problem, and photos showing the damaged or incorrect item and its packaging. Do not send items back until we confirm the return instructions.
Review and Approval
After we receive your request, we will review the information provided and may ask for additional details. If the return is approved, we will provide instructions for returning the item or resolving the issue. Returns sent without prior approval may not be accepted or refunded.
Refund Timeline
Once an approved return is received and inspected, we will notify you of the refund decision. Approved refunds are usually processed within 7–10 business days after the returned item is received and approved. The time for funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
Return Shipping Costs
If the return is due to our error or because the item arrived damaged, we will provide return instructions and may cover reasonable return shipping costs where applicable. If a return is approved for another reason at our discretion, the customer may be responsible for return shipping costs. Original shipping fees may be non-refundable unless required by law or unless the issue was caused by our error.
Exchanges
When an item is damaged or incorrect, we may offer a replacement or exchange instead of a refund, subject to product availability, legal restrictions, delivery limitations, and successful age verification. If the same item is unavailable, we may offer a comparable replacement, store credit, or refund, depending on the circumstances.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives. If your package is visibly damaged, missing items, or contains the wrong product, contact us promptly with photos and your order number. Claims submitted after 14 days from delivery may not be eligible for refund, return, or exchange.
Contact
For refund or return questions, please contact us through the website contact form.