Returns & refunds
What you get back.
You pay twice for an order: the store for the products, on its own checkout, and Ciggies for delivery and the service fee. What comes back depends on whose fault it is.
Cancel before a driver accepts
Everything comes back: the store refunds the products and we refund our fees. Open your order and tap Get help.
Our fault, or the store’s
The store refunds missing, wrong or damaged items in full, and we refund their share of the service fee. If nothing could be delivered, the delivery fee comes back too.
Your fault
The store refunds half the product price. The delivery fee and service fee are kept, because the driver still made the trip.
What counts as “your fault”
- You change your mind after a driver has accepted the order.
- You refuse the order at the door.
- Nobody is at the address, or you can’t be reached when the driver arrives and waits.
- The address is wrong, incomplete or unsafe.
- Your account fails the 18+ check.
The products go back to the store. Keep your phone on and your address exact, and this never happens.
Example: a $40.00 order you refuse at the door
How refunds arrive
Each part goes back to the card you paid it with: products from the store’s checkout, fees from ours. Normally within 5 business days.
Money you owe
If our charge (delivery and service) is reversed or charged back for an order you received or that failed because of you, that amount becomes an outstanding balance on your account. You’ll see it before you pay, and it’s added to your next order. You can’t order again until it’s paid. Payments for products are between you and the store.
Your rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. The 50% rule applies only to returns and failed deliveries that are not our fault or the store’s.
Something wrong?
Open the order in your account and tap Get help. The full rules are in the Customer Terms, section 5.