Dear [Customer Name],

By placing an order, you agree to pay all customs duties, taxes, and import fees required by your local authorities. You are solely responsible for knowing and complying with your country’s import laws regarding cigars before ordering.


Cigar Country is not responsible for any delays, holds, confiscations, seizures, returns, or destruction by customs. No refunds will be issued for orders affected by unpaid charges or import restrictions.

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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 (850) 655-0350 (Monday to Friday from 9:00 AM to 6:00 PM AST) or via email at [email protected]. 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 [email protected] 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.
      • Note – If More Than 1 Cigar is Smoked: A replacement will not be issued. Instead, you will receive a refund for the returned cigars, minus the value of the cigars that were smoked and 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:
    • Receive a full refund for cancellations made with at least 48 hours’ notice. For cancellations within 24 hours, 50% of the charge will be refunded.
  3. Damaged Merchandise:
    • Notify us within 72 hours of delivery. Photo & Video evidence of the damage is required and should be sent via email to [email protected].

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.

Important Delivery Notice

Please be aware that if your order is returned to us due to a failed delivery attempt, the following refund policy will apply:

  • For all orders, the cost of the shipping charges will not be refunded.
  • For orders that originally qualified for free shipping, a standard shipping fee of $17.99 will be deducted from your total refund amount.
  • The amount will be refunded once the package is delivered back at our facilities.

We encourage you to ensure your shipping information is accurate and that someone is available to receive your package to avoid these charges.

For any questions or further assistance, please contact our Customer Service team at [email protected].