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Return Policy


General Return Information

Cigar Country stands behind every product sold and guarantees 100% satisfaction. Our primary goal is to keep you happy. If you are not satisfied with your purchase, you may return the item within 30 days of receiving the cigars for a full refund, credit, or replacement. Returns after this period will NOT be accepted.

Please contact our Customer Service team before initiating a return to inform us of any issues. You can reach us at 1-809-550-3000 (Daily 8:00 AM to 6:00 PM AST) or via email at wecare@cigarcountry.com. A Return Label  must be obtained before sending any items back.

How the Return Policy Works

  1. Pre-Authorization: All returns must be pre-authorized. Contact wecare@cigarcountry.com to obtain a Return Label.
  2. Packaging and Shipping: Securely pack the cigars in a clean, odor-free carton (or the box they came in). Include the original invoice. Use our Return Shipping Label and provide a tracking number for the shipment.
  3. Notification: We will notify you once the return has been received and processed. Returns typically take 10-15 business days to process.

Return Policy Guidelines

  1. Cigars:
    • Boxes/Bundles (10+ cigars): A 1-used cigar allowance is permitted. The remaining cigars must be returned for full merchandise credit, minus return shipping charges.
    • Samplers and 5-Packs: Must be in new, unopened condition with cellophane wrappers intact for full credit.
    • Cut or Smoked Cigars: Not eligible for return.
    • Customized Cigars: Refunds are issued only if the merchandise is defective, the wrong item was shipped, or there was an error in customization.
  1. Other Products:
    • May be returned within 30 days for an exchange, credit, or refund. The merchandise must be new and in original packaging unless damaged or defective.
  2. Cigar Factory Tours:
    • Full refund with 48 hours’ prior reservation notice. If cancellation is within 24 hours, we will issue a store credit for the amount of the charge.
  3. Damaged Merchandise:
    • Notify us within 72 hours of delivery. Photo evidence of the damage is required and should be sent via email to wecare@cigarcountry.com.

Special Conditions

  • Restocking Fees: Cigars returned without pre-authorization will be subject to a 50% restocking fee, deducted from any refund, if eligible.
  • Promotional Items: Must be returned, or a restocking fee equivalent to the retail price may be deducted from any refund.
  • Accessories: New, unopened accessories may be eligible for a full refund, minus shipping charges. Only damaged or defective accessories can be returned. Notify us within 72 hours of delivery for pre-authorization.

Notice

No returns will be accepted without prior authorization.

For any questions or further assistance, please contact our Customer Service team at wecare@cigarcountry.com.