Return policy

At ROO-CIGS, we aim to provide our customers with accurate product information and reliable service. If you experience an issue with your order, please contact our customer service team so that we can review the situation and assist you.

Please read this Return & Refund Policy carefully before placing an order.

1. Return Eligibility

Due to the nature of certain products sold through our website, returns may be subject to product-specific restrictions and applicable laws.

Before returning any product, customers must contact our customer service team and receive return instructions.

We do not recommend sending any product back without first contacting us, as an unauthorized return may not be accepted.

2. Incorrect, Damaged or Faulty Items

If you receive an item that is:

• Incorrect or different from what you ordered;
• Damaged during delivery;
• Missing from your order; or
• Faulty or otherwise not in the condition reasonably expected,

please contact us as soon as possible after receiving your order.

To help us investigate the issue, we may request:

• Your order number;
• A description of the issue;
• Photographs of the product and packaging; and
• Other relevant information reasonably required to assess the claim.

Once the issue has been reviewed and confirmed, we may provide an appropriate resolution, which may include a replacement, refund, store credit, or another remedy where applicable.

3. Change-of-Mind Returns

Change-of-mind returns are not automatically accepted.

Whether a change-of-mind return is available depends on the product, its condition, applicable laws and the circumstances of the order.

Where a change-of-mind return is permitted, the product may need to be unused, unopened and in its original condition and packaging.

Customers should contact us before sending any item back.

4. Products That Cannot Be Returned

For health, safety, hygiene, regulatory or other legal reasons, certain products may not be eligible for return once opened, used or otherwise handled.

We reserve the right to refuse a return where accepting the return would be prohibited by applicable law or where the product no longer meets the applicable return conditions.

This does not affect any consumer guarantees or other rights that cannot legally be excluded.

5. Return Request Process

If you believe your order qualifies for a return, please contact our customer service team with:

1. Your order number;
2. The name of the product;
3. The reason for the return; and
4. Photographs or other supporting information where relevant.

Our customer service team will review your request and provide further instructions if the return is approved.

Please do not send products to an address that has not been provided or confirmed by our customer service team.

6. Return Shipping

If a return is approved because we sent an incorrect item or the product was damaged or faulty, we will review the circumstances and determine the appropriate treatment of return shipping costs.

For approved change-of-mind returns, where available, return shipping costs may be the responsibility of the customer.

Shipping charges are generally non-refundable unless otherwise required by applicable law or agreed by us.

7. Refunds

Once an approved return or refund request has been reviewed, we will notify you of the outcome.

If a refund is approved, the refund will generally be issued to the original payment method where reasonably possible.

The time required for the refund to appear in your account may depend on your bank, card issuer or payment provider.

We are not responsible for delays caused by third-party financial institutions or payment providers.

8. Partial Refunds

In certain circumstances, we may provide a partial refund rather than a full refund.

This may apply where:

• Only part of an order is affected;
• A product has a minor issue that does not require a full return;
• An agreed adjustment has been made; or
• Applicable law provides for another appropriate remedy.

Any partial refund will be determined based on the circumstances of the individual order.

9. Refunds for Cancelled Orders

If an order is cancelled before dispatch and a refund is approved, we will generally refund the amount paid using the original payment method where reasonably possible.

If an order has already been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.

10. Undelivered or Returned Parcels

If an order is returned to us by Australia Post because of an incorrect or incomplete delivery address, failure to collect the parcel, or another delivery-related issue caused by the recipient, please contact us.

Depending on the circumstances, we may offer a reshipment or refund.

Additional shipping charges may apply if the customer requests that the order be sent again.

Please refer to our Shipping Policy for further information about delivery.

11. Damaged Packages

If your package appears to have been damaged during delivery, please take photographs of the external packaging and the affected products before disposing of the packaging.

Contact us as soon as possible with your order number and supporting photographs.

We may need to provide the information to the relevant delivery provider, including Australia Post, when investigating a delivery-related claim.

12. Exchanges

Product exchanges are subject to product availability and applicable laws.

Where an exchange is not available, we may instead offer a replacement, refund, store credit, or another appropriate remedy depending on the circumstances.

13. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified under applicable law.

Where a product does not meet a consumer guarantee required by applicable law, customers may have rights to a repair, replacement, refund or other remedy depending on the circumstances.

14. Policy Changes

We reserve the right to update, modify or replace this Return & Refund Policy at any time.

Any changes will become effective when the updated policy is published on our website.

Customers should review this page periodically for the latest information.

15. Contact Us

If you have questions about returns, refunds, damaged products, incorrect orders or other order-related issues, please contact our customer service team through the contact information provided on the ROO-CIGS website.

Please include your order number whenever contacting us about an existing order so that we can assist you more efficiently.

ROO-CIGS

Website: roo-cigs.com