How long do I have to return something?
14 days from delivery, then 14 more days to send it back.
Who pays return shipping?
On a change-of-mind return, you do — we deduct the cost of our return label from your refund, or you send it yourself with any carrier. If the product is faulty, we pay.
Can I test the machine before deciding?
Yes. Up to 50 cigarettes on the counter there is no deduction at all.
What if I have made more than 50?
We inspect the machine and may deduct an amount for reduced value, always explained with photos. We never refuse a return on the counter reading alone.
How long is the warranty?
You have a 2-year legal guarantee. On top of that: Powermatic and Zorr 1 year or 10,000 cigarettes, Hawkmatic 2 years or 20,000 — whichever comes first. See our Warranty page.
My machine jams. Is it broken?
Usually not. Most jams come from tobacco that is too damp or cut too coarse. Check the moisture (8–10 %) and clean the machine. If that does not fix it, report a fault and we assess it.
Do I need a printer for my return?
No. You get a QR code and the label is printed at the pickup point.
My parcel arrived damaged.
Tell us straight away, with photos of the box and the product. We deal with the carrier — you do not have to. We send a replacement without waiting for the carrier claim.
Something is missing from the box.
Tell us which part. We send it separately; no need to return anything.
What do you need when I report a fault?
Your order number, the counter reading on the display, and for Powermatic or Zorr machines also the batch seal code. A photo or short video helps but is not required.
Can I order as a business?
Yes, with a valid EU VAT number. Business orders are subject to separate terms and the 14-day withdrawal right does not apply.
Which countries do you ship to?
Every EU country except Italy, and the United Kingdom. See Shipping & delivery.
Do you sell tobacco or tubes?
No. We sell the machines, parts and accessories only.