FAQ

14 days from delivery, then 14 more days to send it back.

On a change-of-mind return, you do: you send it back yourself with a carrier of your choice, at your own cost. We do not provide return labels for this. If the product is faulty, we pay.

Yes. Up to 50 cigarettes on the counter there is no deduction at all.

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.

For a change-of-mind return you book the shipment yourself with a carrier of your choice, so that depends on the carrier. If a fault is covered by the guarantee, we email you a free return label.

You have a 2-year legal guarantee. On top of that: Powermatic and Zorr 1 year or 10,000 cigarettes (Zorr 2+ Deluxe and Zorr 4+: 2 years), Shark 1 year, Hawkmatic 2 years or 20,000 – whichever comes first. See our Warranty page.

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 it via our diagnosis form and we assess it.

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.

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.

Tell us which part. We send it separately; no need to return anything.

Every EU country except Italy, Cyprus and Malta, and the United Kingdom. See Shipping & delivery.

Delivery to a pickup point is free from € 70 in every country. Home delivery is free from € 70 in Belgium, the Netherlands, Germany and Luxembourg, from € 100 in France, Austria and Denmark, from € 175 in the United Kingdom, Poland, Czechia, Slovakia, Slovenia, Hungary, Spain, Portugal and the Baltic states, and from € 229 elsewhere. Below those amounts you pay € 7 to € 29.50 depending on the country; the exact amount is shown in your basket. The full table is on Shipping & delivery.

Yes, for orders with a product value of £135 or more (about € 170). Below that amount the checkout asks you to add to your basket. UK import VAT and any duties are collected from you by the carrier before delivery; we do not charge UK VAT.

Yes, with a valid EU VAT number. Business orders are subject to separate terms and the 14-day withdrawal right does not apply.

No. We sell the machines, parts and accessories only.