Returns & Refunds Policy

Effective Date: 1 January 2025
Business Name: Mark Tobacco
Business Address: 26 George Place, Plymouth, PL1 3HZ, United Kingdom
Contact Email: support@marktobacco.com
Website: www.marktobacco.com

1. Your Statutory Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel most online purchases within 14 calendar days of receiving your order, known as the “cooling-off period”.

However, this right does not apply to:

  • Tobacco products that have been opened or used

  • Any items unsealed after delivery and not suitable for return due to health protection or hygiene reasons

  • Perishable goods or customised products

If your item is eligible and you wish to cancel, you must notify us within 14 days of receiving it.

2. How to Cancel or Request a Return

To request a cancellation or return, contact us at:

📧 Email: support@marktobacco.com
📦 Subject Line: Return Request – Order #[YourOrderNumber]

You may use the model cancellation form found at the end of this policy, though it’s not mandatory.

After contacting us:

  • You must return the goods to us within 14 days of cancellation confirmation.

  • All returned goods must be unopened, unused, and in original condition.

  • You are responsible for return postage, unless the goods are faulty or incorrect.

3. Faulty, Damaged or Incorrect Items

If your product is faulty, damaged, or you received the wrong item, you are entitled under the Consumer Rights Act 2015 to a free return and full refund within:

  • 30 days of receipt for a full refund

  • 6 months for a repair or replacement (or refund if this is not possible)

To report a fault:

  • Contact us within 48 hours of receiving the goods

  • Provide clear photos and a detailed description of the issue

We will respond within 48 hours with the next steps.

4. Refunds

Once your return is received and inspected:

  • We will notify you via email of the approval or rejection of your refund.

  • Approved refunds will be issued to the original payment method within 5–7 business days.

Please note:

  • Original shipping costs (if any) are not refundable unless the item was faulty or incorrectly sent.

  • Refunds may take additional time depending on your payment provider.

5. Exchanges

We do not offer automatic exchanges. If you want to change an item, please return it (if eligible) and place a new order.

6. Return Address

You will be given the correct return address via email after your request is approved. Please do not send goods to our business address without prior confirmation.

7. Contact Information

If you have questions about this policy or need help, contact:

Mark Tobacco
📍 26 George Place, Plymouth, PL1 3HZ
📧 Email: support@marktobacco.com