Return policy

Return Policy

At Robincig, we take care to ensure every order is accurately prepared and dispatched. Due to the nature of tobacco products, we do not offer voluntary returns, exchanges or refunds for change-of-mind purchases.

We encourage customers to review their orders carefully before completing checkout. This policy explains how we handle order issues, cancellations and refunds in accordance with applicable UK consumer law.

1. Before You Order

Please check product descriptions, selected quantities, delivery details and the final order total before completing your purchase.

We recommend reviewing all order information carefully to avoid mistakes or unnecessary complications.

2. Returns & Exchanges

Due to the nature of our products, Robincig does not offer voluntary returns or exchanges.

We do not accept discretionary return requests simply because a customer has changed their mind, ordered the wrong product or no longer requires the purchased items.

Opened, used or partially consumed products are not eligible for voluntary returns. However, these restrictions do not affect any applicable statutory rights.

3. Order Cancellation

If you wish to cancel an order, please contact our customer support team as soon as possible.

Where an order has not yet been dispatched, we will make reasonable efforts to prevent shipment.

Under UK distance-selling legislation, customers generally have the right to cancel eligible online purchases within 14 days of receiving their goods, subject to applicable legal exceptions.

Where this right applies, customers must notify us of their cancellation within the statutory period and return the goods within 14 days after giving notice.

Customers are responsible for the direct cost of returning goods following a statutory change-of-mind cancellation, where permitted by law. Please contact us for the appropriate return instructions and address.

4. Damaged or Incorrect Products

If your order arrives damaged, incomplete, faulty or contains incorrect products, please contact us as soon as reasonably possible.

When reporting an issue, please provide your order number, a description of the problem and photographs where available.

Our support team will review the information provided and determine the appropriate next steps in accordance with your statutory consumer rights.

Where required by law, a suitable resolution may include a replacement, refund or other applicable remedy.

5. Delivery Issues

If your order has not arrived within the expected delivery timeframe, please contact our customer support team.

We will review the available delivery information and investigate the matter with the relevant shipping provider where necessary.

If an order is lost or remains undelivered, we will provide an appropriate resolution in accordance with applicable UK consumer law.

6. Refund Processing

Robincig does not provide discretionary refunds for unwanted purchases.

Where a refund is required under UK consumer legislation, it will be processed within the applicable legal timeframe.

For valid statutory cancellations, refunds will normally be issued within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.

Refunds will normally be made through the original payment method. Any applicable standard delivery charges will also be refunded where required by law.

Frequently Asked Questions

Can I return a product if I change my mind?

We do not offer voluntary change-of-mind returns or exchanges. However, any applicable statutory cancellation rights remain unaffected.

Can opened tobacco products be returned?

We do not accept voluntary returns of opened, used or partially consumed products. Statutory cancellation rights and remedies for faulty goods will be assessed in accordance with applicable law.

What if I receive the wrong product?

Please contact our support team with your order number and details of the incorrect item. We will investigate and provide an appropriate resolution.

What happens if my order does not arrive?

Please contact us with your order number. We will investigate the delivery status and take the necessary steps in accordance with applicable consumer law.

How long does a refund take?

Where a refund is legally required, it will be processed within the applicable statutory timeframe. The time taken for funds to appear in your account may depend on your payment provider.