Changed your mind? You have 14 days.
You can return your order within 14 days of receiving it, without giving a reason. Start your return in your account. After you tell us, you have another 14 days to send the item back.
You can also use our model withdrawal form, but you do not have to — any clear statement that you wish to cancel is enough.
Who pays for the return?
On a change-of-mind return, you pay the return shipping. You have two options:
- Use our return label. You get a QR code, drop the parcel at a pickup point, and they print the label for you. No printer needed. We deduct the cost of the label from your refund, so there is nothing to pay in advance.
- Send it back yourself with any carrier you choose. This is often cheaper, and the choice is yours.
What we deduct for a return label, including VAT:
| Country | Return label |
|---|---|
| Belgium | €6.50 |
| Netherlands | €8.00 |
| Germany | €8.00 |
| Austria | €11.50 |
| France | €11.50 |
| Poland | €12.50 |
| Spain | €15.00 |
We refund the full purchase price, plus the outbound shipping you paid, up to the cost of our cheapest standard delivery option.
Can I try the machine first?
Yes. You may unpack it, plug it in and test it, the way you would examine it in a shop. If the counter shows 50 cigarettes or fewer, we make no deduction at all.
Please empty and clean the machine before you send it back — remove loose tobacco from the hopper and the filling area, as described in the manual.
If the counter shows more than 50, or if the machine comes back heavily soiled or incomplete, we inspect it on arrival and may deduct an amount for reduced value. We always explain that deduction in writing, with photos. We never refuse a return automatically based on the counter reading alone.
Something wrong with your machine?
That is a different procedure, and you do not pay return shipping. See our Warranty page.
Parcel arrived damaged, wrong item, or something missing?
Tell us straight away, with photos of the box and the product, and keep the packaging for now. We deal with the carrier — you don’t have to. We send a replacement without waiting for the carrier claim, and a free label for anything that needs to come back. If the housing is damaged, don’t switch the machine on.
Wrong item? Our mistake — the right one goes out immediately, with a free return label for the wrong one. Missing part? We send it separately; nothing to return.
Your refund
Within 14 days of receiving your return, to the payment method you used.