Refund and Returns Policy

Last Updated: June 8, 2026

At Heads Up Tobacco Accessories, your satisfaction is our top priority. We are committed to being fully transparent about our return, refund, and cancellation process so you can shop with complete confidence. Please read this policy carefully before making a purchase. By placing an order on our website, you agree to the terms outlined below.

If you have any questions before or after your purchase, our customer support team is available Monday through Friday, 9:00 AM – 7:00 PM MT, and can be reached at support@headsuptobacco.com or +1 (406) 257-0091.

1. Order Cancellation

We begin processing orders promptly to ensure fast delivery. Please review the cancellation terms below before placing your order.

Cancellation Window: You may cancel your order free of charge within 12 hours of the time of purchase, provided the order has not yet entered the fulfillment stage.
How to Cancel: Contact us immediately at support@headsuptobacco.com or call +1 (406) 257-0091 with your order number and the subject line “Order Cancellation Request.”
After 12 Hours / Order Already Fulfilled: Once the 12-hour window has passed or your order has been picked, packed, or handed to a carrier, cancellation is no longer possible. In this case, please wait to receive your item and follow the return process described in Section 2 below.
Cancellation Confirmation: All approved cancellations will be confirmed via email. Do not assume your order has been cancelled until you receive written confirmation from our team.

2. Return Eligibility

We accept returns for both defective/incorrect items and customer remorse (change of mind). All return requests must be initiated within the window specified below.

Return Window: All return requests must be submitted within 14 calendar days from the date of confirmed delivery as recorded by the carrier’s tracking system.

Eligible Reasons for Return

Return Reason	Eligible?	Return Shipping Cost
Wrong item received	Yes	Free (prepaid label provided)
Item arrived damaged or defective	Yes	Free (prepaid label provided)
Item significantly not as described	Yes	Free (prepaid label provided)
Change of mind / buyer’s remorse	Yes	Customer’s responsibility
Item does not fit or suit personal preference	Yes	Customer’s responsibility
Items marked “Final Sale”	No	N/A
Items returned after 14 calendar days of delivery	No	N/A

Return Conditions

To be accepted for a return, all items must meet the following conditions at the time they are received at our facility:

Condition	Requirement
Item Condition	Must be unused, unaltered, and in the same condition as when it was delivered. Items that have been used, damaged after delivery, or altered in any way will not be accepted.
Original Packaging	All original packaging, tags, labels, and accessories included with the product must be returned intact and undamaged.
Proof of Purchase	A valid proof of purchase (order confirmation email or order number) must be included with or referenced in your return request.
Return Authorization	A Return Merchandise Authorization (RMA) number must be obtained from our support team before shipping the item back. Returns sent without prior authorization may be refused.

Important: Items marked “Final Sale” at the time of purchase are strictly non-returnable and non-refundable under any circumstances, except where required by applicable law.

3. Return Shipping & Costs

Restocking Fee: We charge no restocking fee ($0.00) on any eligible return.
Defective, Damaged, or Incorrect Items: If you received a wrong item, a damaged item, or an item that is significantly not as described, Heads Up Tobacco Accessories will provide a prepaid return shipping label at no cost to you. We will email you the label within 1–2 business days of approving your return request.
Change of Mind / Customer Remorse: If you are returning an item due to a change of mind or personal preference, you are responsible for the full cost of return shipping. We strongly recommend using a trackable shipping carrier and retaining your tracking number, as we are not responsible for items lost or damaged in transit during a customer-initiated return.
Return Address:
Heads Up Tobacco Accessories
Returns Department
1212 U.S. Hwy 2 E,
Kalispell, MT 59901
United States

Please do not return items to any address other than the one listed above. Returns sent to an incorrect address cannot be processed and may result in the loss of your item.

4. Refund Processing

Inspection Period: Once your returned item is received at our facility, our team will inspect it within 1–3 business days to verify it meets the return conditions outlined in Section 2.
Refund Approval: If the return is approved, we will process your refund within 3–7 business days of completing the inspection.
Refund Method: All refunds are issued to the original payment method used at the time of purchase (e.g., credit card, debit card, PayPal). We do not issue refunds via cash, check, or gift card unless specifically required by applicable law or mutually agreed upon in writing.
Store Credit: If you prefer store credit instead of a refund to your original payment method, please indicate this preference when submitting your return request. Store credit does not expire.
Bank Processing Time: After we issue the refund, please allow an additional 3–10 business days for the funds to appear in your account, depending on your bank or payment provider. This processing time is outside of our control.
Partial Refunds: In cases where an item is returned in a condition that does not fully meet our return requirements (e.g., missing original packaging), we reserve the right to issue a partial refund at our discretion. We will notify you before processing a partial refund.

5. Step-by-Step Return Process

To initiate a return, please follow these steps in order:

Contact Us: Email support@headsuptobacco.com with the subject line “Return Request – Order #[Your Order Number].” Include your order number, the item(s) you wish to return, and the reason for the return.
Await Authorization: Our support team will review your request and respond within 1–2 business days (Monday–Friday). If approved, you will receive a Return Merchandise Authorization (RMA) number and further instructions. Do not ship your item before receiving this authorization.
Package Your Item: Securely pack the item in its original packaging with all tags, accessories, and proof of purchase. Write your RMA number clearly on the outside of the package.
Ship the Item: For defective/incorrect items, use the prepaid label we provide. For change-of-mind returns, ship via a trackable carrier of your choice and email us the tracking number.
Receive Your Refund: Once we receive and inspect the item, your refund will be processed within 3–7 business days and issued to your original payment method.

6. Exchanges

We do not offer direct product exchanges at this time. If you would like a different item, please initiate a return for the original item following the process above, and place a new order for the desired product. This ensures the fastest turnaround and accurate inventory availability.

7. Damaged or Lost Packages in Transit

If your order arrives visibly damaged, please take photographs of the outer packaging and the item before opening or using it, and contact us within 48 hours of delivery at support@headsuptobacco.com. We will work with the carrier to file a claim and arrange a replacement or refund as quickly as possible.

If your tracking information shows your package as delivered but you have not received it, please first check with neighbors and your local post office. If the package cannot be located, contact us within 7 days of the marked delivery date so we can assist you in filing a carrier claim.

8. Consumer Rights

This policy does not limit or exclude any rights you may have under applicable federal, state, or local consumer protection laws. If you are a consumer in the United States, you retain all statutory rights afforded to you under applicable law, including but not limited to the Montana Consumer Protection Act and applicable federal consumer protection regulations.

9. Policy Updates

We reserve the right to update or modify this Return and Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the revised policy.

10. Contact Us

If you have any questions, concerns, or need assistance with a return or refund, please do not hesitate to reach out to our customer support team:

Email: support@headsuptobacco.com
Phone: +1 (406) 257-0091
Support Hours: Monday – Friday, 9:00 AM – 7:00 PM Mountain Time (MT)
Response Time: We aim to respond to all inquiries within 1–2 business days.
Old Business Address: 2680 US Highway 2 E, Kalispell, MT 59901, United States
New Business Address: 1212 U.S. Hwy 2 E, Kalispell, MT 59901, United States
Trading Name: Heads Up Tobacco Accessories
Legal Name: SENSKE CPAP SUPPLY INCORPORATED
Registered Office Address: 3002 E BRIDGEPORT AVE, SPOKANE, WA 99207-5708, United States