Return policy

We want you to feel confident when shopping with aupuff. If something’s gone wrong with your order — damaged items, delays, or missing products — we're here to fix it.

Shipping Issues

If your parcel is lost in transit, we’ll re-ship your order free of charge.

However, once the tracking status shows “delivered,” aupuff cannot take responsibility for lost or stolen parcels. Please choose a secure delivery address (such as a workplace or PO box) to avoid issues.

Damaged or Incorrect Items

If your order arrives damaged, or if you receive the wrong product or quantity, please:

Send photos or videos showing the issue

Email us at service@aupuff.com

Once verified, we’ll offer a refund, replacement, or store credit — whichever you prefer.

Returns & Cancellations

Due to the perishable and hygienic nature of nicotine pouches, we do not accept returns unless:

The item arrived damaged or defective

You received the wrong product

If you need to cancel your order before it has shipped, please contact us immediately. If eligible, we will issue a full refund within 3–5 business days.

Important Notes

Refunds are processed within 5–10 business days after approval.

Products must be unopened and in original condition for any approved return.

Return shipping costs may apply in non-error cases.

Google Merchant Center Compliance

To meet Google Merchant Center and Google Ads requirements, aupuff confirms the following:

All products are marketed and sold only to adults 18+

We do not make health claims or smoking cessation statements

All nicotine pouches are tobacco leaf-free alternatives

Opened or perishable nicotine products are non-returnable

Full transparency is provided on shipping, returns, and customer service

We Deliver Across Australia

From Sydney to Perth, Melbourne to Brisbane — aupuff ships nationwide across NSW, VIC, QLD, SA, WA, TAS, NT & ACT with tracked and discreet packaging.

Need Help?

We’re real people, and we’re happy to help.

service@aupuff.com

Thank you for choosing aupuff — proudly serving Australia’s smoke community.

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