Refund and Returns Policy

 Our Commitment to Your Satisfaction – Refund and Returns Policy

Introduction
At UK Tobacco Supply, we take immense pride in the quality and authenticity of every product we offer. We understand that when you choose to buy rolling tobacco UK or invest in premium cigars UK from us, you are placing your trust in our expertise. Your satisfaction is not just our goal; it is our guarantee.

We operate with complete transparency and a commitment to excellence. This Refund and Returns Policy outlines your rights and our responsibilities, ensuring that your experience with uktobaccosupply.co.uk is secure, fair, and straightforward. Whether you have purchased Amber Leaf rolling tobacco, Golden Virginia UK, or a box of Cuban cigars for sale, we are here to support you.

Our Guarantee to You

We stand behind every product we sell. Our promise is simple:

  • Authenticity Guaranteed: Every product is 100% genuine and sourced from official distributors.
  • Freshness Guaranteed: All hand rolling tobacco UK and cigars are stored in optimal conditions to preserve quality.
  • Satisfaction Guaranteed: If you are not completely satisfied, we will work to make it right.

Returns Eligibility

Due to the nature of tobacco products and UK regulations, we have specific guidelines for returns. Please read carefully to understand your rights.

You may request a return under the following circumstances:

  • Damaged in Transit: If your order arrives with visible damage to the packaging or product, please contact us immediately.
  • Incorrect Item Received: If we have sent you the wrong product, such as Amber Leaf smooth UK instead of Amber Leaf original UK, or an incorrect cigar vitola.
  • Expired or Spoiled Product: Although extremely rare, if a product shows signs of spoilage, mold, or has exceeded its optimal freshness, we will arrange a replacement or refund.
  • Faulty or Defective Product: This includes cigars with construction defects, tight draws, or wrapper damage that significantly impacts the smoking experience.

Returns are generally not accepted for:

  • Change of mind after the product has been opened or used.
  • Products that have been stored improperly after delivery.
  • Items purchased more than 14 days after delivery (unless defective).
  • Products that have been tampered with or show signs of misuse.

Timeframe for Returns

To initiate a return, please contact us within 14 days of receiving your order. For damaged or defective items, we recommend contacting us within 48 hours of delivery to allow us to resolve the issue promptly.

After we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 14 days to your original payment method.

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email our customer service team at sales@uktobaccosupply.co.uk with your order number, the name of the product (e.g., Amber Leaf 30g UK or Montecristo No 4 Box of 10), and a clear description of the issue.
  2. Provide Evidence: For damaged or defective items, please include clear photographs showing the issue. This helps us process your request faster.
  3. Wait for Authorization: Do not send any items back without receiving a Return Merchandise Authorization (RMA) number from our team. Returns sent without authorization may not be accepted.
  4. Package Securely: Once authorized, package the item securely in its original packaging if possible. Include a copy of your order confirmation and the RMA number inside.
  5. Send to Our Returns Address: You will be provided with our returns address upon authorization. We recommend using a tracked and signed-for delivery service, as we cannot be responsible for items lost in transit back to us.

Refund Process

Once your return is received and inspected, we will notify you of the approval status. If approved, a refund will be processed to your original payment method.

  • Full Refund: Issued for damaged, incorrect, or defective items.
  • Partial Refund: May be issued for items that are returned with minor damage not caused by us, or for returns initiated outside the standard timeframe.
  • Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (incorrect item sent) or a defective product. Return shipping costs for authorized returns are covered by us when the fault is ours.

Please note that depending on your payment provider, it may take additional time for the refund to appear in your account.

Exchanges

If you received an incorrect item and wish to exchange it for the correct product, we will arrange this at no additional cost to you. For example, if you ordered Golden Virginia original UK but received Golden Virginia smooth UK, we will send the correct item upon receipt of the returned product.

For exchanges due to change of mind, please contact us to discuss options. Exchanges are subject to product availability.

Damaged or Defective Products

We take every precaution to ensure your order arrives in perfect condition. All rolling tobacco and premium cigars are carefully packaged and stored in climate-controlled facilities. However, if your order arrives damaged or you discover a defect:

  • For Rolling Tobacco: Check the pouch seal for any signs of tampering or damage. Ensure the tobacco maintains its expected moisture level and aroma. If the product appears dry, overly moist, or has an unusual odour, contact us immediately.
  • For Cigars: Inspect the wrapper for cracks, tears, or mold (plume vs. mold – plume is a white crystalline bloom indicating aging; mold is fuzzy and green or white). If the cigar has construction issues affecting the draw or burn, please contact us.

We are committed to resolving any quality issues promptly and fairly.

Cancellation Rights

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is known as the “cooling-off period.”

To exercise your right to cancel, you must inform us of your decision before the 14-day period expires. However, please note that for reasons of hygiene and product integrity, this right to cancel does not apply to tobacco products once the original seal has been broken or the product has been opened.

If you wish to cancel an order that has not yet been dispatched, please contact us immediately, and we will process a full refund.

Non-Returnable Items

For reasons of health, hygiene, and safety, the following items are non-returnable once the original seal is broken:

  • Rolling tobacco (including Amber Leaf, Golden Virginia, Drum, Old Holborn, and all other hand rolling tobacco UK)
  • Cigars (individual sticks or opened boxes)
  • Loose tobacco products
  • Cigarette tubes and papers (once opened)
  • Filters (once opened)

If a product is unopened and in its original sealed packaging, returns may be accepted at our discretion.

Consumer Rights

This Refund and Returns Policy does not affect your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, you are entitled to:

  • Goods that are of satisfactory quality.
  • Goods that are fit for purpose.
  • Goods that match their description.

If any product you purchase from us fails to meet these standards, you are entitled to a refund, repair, or replacement.

Contact Us

If you have any questions about this Refund and Returns Policy, or if you need to initiate a return, please contact us:

  • Email: sales@uktobaccosupply.co.uk
  • Phone: [+447920653344]
  • Order Number: Please have your order number ready when contacting us.

We aim to respond to all inquiries within 24 hours during business days.