This returns policy explains what we can take back from our online cigar store and how refunds work. Cigars and tobacco are consumable, age-restricted products, so there are some limits.
How to start a return
- Email sales@cigarstoreco.com with your order number, the item and why you’re returning it. If something arrived damaged, add photos.
- We’ll reply to tell you whether the item qualifies and how to send it back. Please don’t send anything until you hear from us.
- When the item arrives and we’ve checked it, we’ll send the replacement, store credit or refund we agreed on.
Damaged, defective or wrong items
If your order arrives damaged, defective or isn’t what you ordered, email us as soon as you can with your order number, a short description of the problem and photos of the product and packaging. Once we’ve confirmed the problem, we’ll send a replacement or give you store credit or a refund. If you got the wrong item, we’ll send the right one or refund you.
Returning tobacco products
We can’t take back opened or used cigars, cigarillos, pipe tobacco, hookah tobacco, wraps or nicotine products. That’s for freshness and hygiene, and because the law doesn’t allow it. Most tobacco retailers have the same rule. Unopened, unused products in their original sealed packaging may be returnable at our discretion. We don’t do direct exchanges on tobacco products.
Returning accessories
You can return unused accessories in their original condition and packaging, such as humidors, cigar cutters, ashtrays, scales and rolling machines. Contact us first so we can approve it.
Refunds
We refund approved returns to your original payment method. How long it takes to show up depends on your bank or card provider. We may not refund the original shipping charge unless the return is our fault.
If we cancel an order because we couldn’t verify your age, or because a product can’t legally be shipped to you, we refund anything you paid for the cancelled items.
Cancelling an order
Contact us as soon as possible if you need to cancel. Once an order has shipped, we can’t cancel it, but you may be able to return eligible items under this policy.
Questions
We look at every return request individually. If something about this policy isn’t clear, ask us before you send anything back. You can reach us through the contact page, and our shipping & delivery policy and FAQ may also help. The Federal Trade Commission has general information on consumer refunds.