Refund and Returns Policy

Last Updated: [May 25, 2026]

MarlboroGold.uk supplies wholesale cigarette products to B2B customers within the United Kingdom. This Refund and Returns Policy explains when returns, exchanges, refunds, and damage compensation may be available.

This website is intended for B2B wholesale customers only and for adults of legal smoking age. Age verification is required before order confirmation and dispatch.

1. General Return Policy

We support returns, exchanges, refunds, and damage compensation for eligible cases only.

Return, exchange, refund, or damage compensation requests must be submitted within 3 days after delivery.

Customers must contact us before returning any products. Returns sent without prior approval may not be accepted.

2. Eligible Return or Exchange Cases

Returns or exchanges may be considered in the following cases:

• Wrong product received
• Product damaged during delivery
• Confirmed order quantity issue
• Serious packaging damage caused during delivery
• Lost parcel before customs clearance, where applicable
• Other order issues reviewed and approved by MarlboroGold.uk

All requests must be reviewed and confirmed by our support team before any refund, replacement, exchange, or compensation is arranged.

3. Non-Returnable Cases

Returns, exchanges, or refunds are not supported in the following cases:

• Customer does not like the product after delivery
• Customer ordered the wrong product or wrong quantity
• Customer changes their mind after dispatch
• Request is submitted more than 3 days after delivery
• Product has been opened, used, altered, damaged, or resold
• Product is not returned in original packaging
• Delivery failed due to wrong address, refused delivery, or customer unavailability
• Age verification issue caused by incomplete or false customer information
• Product issue cannot be verified due to missing photos, videos, or order proof

Because our products are age-restricted wholesale cigarette products, we do not support returns for personal preference, wrong selection, or change of mind.

4. Return Condition Requirements

Returned products must be:

• Unopened
• Unused
• In original packaging
• In the same condition as received
• Approved for return by MarlboroGold.uk before shipment

Products that have been opened, used, damaged by the customer, or returned without approval may not qualify for a refund or exchange.

5. Damage Compensation

If your parcel arrives damaged, please contact us within 3 days after delivery.

To review a damage claim, we may request:

• Order number or order details
• Tracking number
• Clear photos of the outer parcel
• Clear photos of the damaged products
• Clear photos of the shipping label
• Short video proof if available
• Description of the issue

After review and approval, damage compensation may include:

• Partial refund
• Replacement shipment
• Credit toward the next order
• Product exchange

The final solution will depend on the damage condition, order details, and available stock.

6. Wrong Product or Order Error

If MarlboroGold.uk sends the wrong product or makes a confirmed order error, we will be responsible for the return shipping cost or provide a suitable solution.

Possible solutions may include:

• Replacement shipment
• Exchange
• Partial refund
• Full refund for the affected item
• Credit toward the next order

Customers must provide clear order proof, photos, and delivery details for review.

7. Customer-Side Return Responsibility

If a return is caused by customer-side reasons, the customer is responsible for return shipping and any extra delivery costs.

Customer-side reasons may include:

• Wrong delivery address provided
• Refused delivery
• Customer unavailable for delivery
• Failure to follow carrier instructions
• Incorrect product or quantity selected by the customer
• Return request caused by customer preference

Customers must carefully confirm all order details, delivery address, and product information before dispatch.

8. Lost Parcel Policy

If a parcel is lost before customs clearance, where applicable, MarlboroGold.uk will provide a replacement shipment or refund after the issue is reviewed and confirmed.

If a parcel is lost after customs clearance or after handover to the local delivery process, the loss will be the customer’s responsibility.

For lost parcel claims, customers must provide:

• Order details
• Tracking number
• Delivery information
• Carrier update or tracking screenshot
• Communication record if available

The final solution may depend on the tracking status, carrier investigation, customs clearance status, and order situation.

9. Return Request Time Limit

All return, exchange, refund, or damage compensation requests must be submitted within 3 days after delivery.

Requests submitted after this period may not be accepted.

10. Return Approval Process

To request a return, exchange, refund, or compensation, please contact us through WhatsApp or email.

Please provide:

• Order number or order details
• Product name
• Quantity affected
• Delivery date
• Tracking number
• Photos or videos of the issue
• Clear explanation of the problem

Our team will review the case and confirm whether the request is eligible.

11. Return Shipping

Customers must not return products without approval from MarlboroGold.uk.

If the issue is caused by our confirmed mistake or confirmed delivery damage, MarlboroGold.uk will cover the return shipping cost or provide a suitable solution.

If the issue is caused by customer-side reasons, the customer is responsible for return shipping, reshipment cost, and any additional delivery fees.

12. Refunds

Approved refunds will usually be processed within 7 business days after review and confirmation.

Refund processing time may depend on:

• Original payment method
• Bank or payment provider processing time
• Order status
• Refund reason
• Required verification documents

Refunds may be issued through the original payment method where possible.

For USDT TRC20, bank transfer, wire transfer, or Western Union payments, refund details must be confirmed with our support team.

13. Order Cancellation Before Dispatch

Customers may cancel an order after payment but before dispatch.

If you need to cancel an order, please contact us as soon as possible through WhatsApp or email.

Once an order has been dispatched, cancellation may no longer be possible. The order will then be handled according to this Refund and Returns Policy.

14. Incorrect Delivery Information

Customers must confirm the delivery address carefully before shipment.

MarlboroGold.uk is not responsible for delays, failed delivery, extra charges, or loss caused by incorrect or incomplete delivery information provided by the customer.

If delivery fails because of a wrong address, refused delivery, customer unavailability, or failure to follow carrier instructions, any additional shipping or reshipment cost will be the customer’s responsibility.

15. Age Verification Issues

Age verification is required before order confirmation and dispatch.

If a customer cannot complete age verification, we may refuse to process or dispatch the order.

Customers are responsible for providing accurate and valid information for age verification.

16. Contact Us

For returns, exchanges, refund requests, or damage compensation claims, please contact us:

WhatsApp: +44 7922 291211
Email: [email protected]
Website: MarlboroGold.uk
Service Area: United Kingdom only

17. Important Notice

MarlboroGold.uk supplies wholesale cigarette products to B2B buyers within the United Kingdom only. Customers must be adults of legal smoking age and are responsible for complying with applicable tobacco laws and regulations.

Return, exchange, refund, and damage compensation requests must be submitted within 3 days after delivery. Products must be unopened, unused, and in original packaging. Approved refunds are usually processed within 7 business days after review and confirmation.