Refund policy

Return and Refund Policy

Last updated: 21 September 2026

Return window

You have 14 days from the day you receive your order to request a return. Requests made after 14 days cannot be accepted for change of mind, though your rights under the Australian Consumer Law are not limited by this window (see below).

Condition of returned items

To be eligible for a change-of-mind return, the item must be unused, unsmoked, free of residue, and returned in its original packaging with all included accessories. You will also need your order number or proof of purchase.

Because of the nature of our products, we cannot accept a change-of-mind return on any item that has been used.

How to start a return

Email support@smokex.au with your order number and the reason for the return. We respond within two business days.

If your return is approved we will send you return instructions, including the address to send it to. Items sent back to us without an approved return request will not be accepted and cannot be refunded.

Who pays for return postage

• Change of mind: you pay return postage. We recommend a tracked service — we cannot refund an item that does not reach us.
• Faulty, damaged or incorrect items: we cover the cost. You will never be out of pocket for returning an item that was our error.

Original shipping charges are not refunded on change-of-mind returns.

Damaged in transit

Our glass is packed to survive the trip, but if something arrives broken we will make it right without you sending anything back.

Within 48 hours of delivery, email support@smokex.au with:

1. Your order number
2. A clear photo of the damaged item
3. A photo of the packaging it arrived in

Leave the item and its packaging as they are until we have confirmed the claim. Once confirmed, we ship a replacement the same or next business day at no cost to you. If a replacement is not available, we refund you in full.

Claims made more than 48 hours after delivery will still be assessed, but we may not be able to offer a same-day replacement.

Faulty or incorrect items

If an item is faulty, not as described, or not what you ordered, contact us and we will arrange a replacement, repair or refund at no cost to you. This is in addition to, and does not limit, your rights under the Australian Consumer Law.

Items we cannot accept

• Items that have been used
• Custom, commissioned or made-to-order pieces, unless faulty or not as described
• Gift cards
• Items returned without an approved return request
• Items damaged after delivery through misuse, dropping, or exposure to rapid temperature change

Final sale items are not eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law if the item is faulty.

Exchanges

The fastest way to get the piece you want is to return the original item for a refund and place a new order. If you are worried a piece will sell out while your return is in transit, email us and we will hold one for you.

Refunds

We will let you know by email once we have received and inspected your return. If approved, your refund is issued to your original payment method within 5 business days. Your bank or card issuer may take a further 3–5 business days to post it to your account.

If more than 10 business days have passed since we confirmed your refund was approved and you have not received it, email support@smokex.au.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes or modifies those rights.

International orders

We ship internationally but do not ship to the European Union or the United Kingdom. International customers are responsible for return postage on change-of-mind returns, and for any customs duties or import taxes. Duties and taxes paid to a foreign authority are not refundable by SMOKEX.

Questions

Email support@smokex.au. We respond within two business days.