GOVERNMENT WARNING: This product contains nicotine, which is a highly addictive substance. For use by adults 18 and over only. Not recommended for non-smokers.

SMOKY MONKEEE

Refund & Returns Policy

Effective 4 October 2026. Applies to orders placed on smokymonkeee.com.

1. Paying by GCash

  • Pay only through the QR shown at checkout. It is our GCash for Business account; GCash shows it under our registered account holder, Ellane Bacon. Never pay a number or QR sent to you by anyone else.
  • Pay the exact total shown. If you pay less, we hold your order until the balance is paid.
  • Your order is confirmed only when the payment appears in our GCash account. A screenshot alone is not proof of payment.
  • One payment pays for one order. A reference number that was already used for another order is not accepted.
  • Edited, fake or borrowed receipts: the order is cancelled, nothing is released, and we keep the record. We may report it to GCash and the authorities.

2. Cancelling

  • Before we pack it: message us with your order number. You get a full refund.
  • If we cancel (for example, the item ran out), you get a full refund, or a replacement item if you prefer.
  • After it has been sent out: it can no longer be cancelled. If you refuse the delivery, the delivery fee is not refunded.
  • Pickup orders not collected within 7 days are cancelled and refunded, minus any GCash charges.

3. How refunds are paid

  • Refunds go back only to the same GCash account that paid, under the same name. We never refund to a different number, to another person, or in cash.
  • Approved refunds are sent within 3 working days.
  • Cash-on-delivery and cash-at-the-counter orders are refunded in cash at a branch, with the receipt.

4. Wrong, missing or damaged items

  • Delivery: check the parcel in front of the rider. Report a wrong, missing or damaged item within 24 hours of receiving it.
  • Send us an unboxing video: one continuous take, starting with the sealed parcel and its label, with no cuts. Without it we cannot accept a missing-item claim.
  • Pickup: check your items at the counter before you leave. Claims after you leave the branch are not accepted for missing items.
  • If confirmed, we send the right item or refund that item.

5. Defective devices and pods

  • Dead on arrival (does not fire, leaks, will not charge): report it within 3 days with a video showing the fault, and bring or send back the item with its box.
  • We test it. If it is defective, we replace it with the same item; if that is out of stock, we refund it.
  • Not covered: damage from drops, water, wrong chargers, refilling or opening a pod, or normal use-up of a pod or coil.

6. No change-of-mind returns

For hygiene and safety, opened or used devices, pods and e-liquids cannot be returned because you changed your mind or did not like the flavour. Please ask us before you buy — we are happy to help you choose.

7. 18+ only

We check a valid government ID on pickup and delivery. If the person receiving the order is under 18 or has no valid ID, we do not hand it over. A paid order that cannot be handed over for this reason is refunded minus the delivery fee.

8. How to reach us

Message us with your order number (it starts with SM-) on Messenger, or visit any of our branches. We reply to every claim.