If you are not satisfied with your purchase due to defect or damage, please e-mail us at email@example.com or call us at 1.877.526.2376 within 5 business days (Mon-Fri) of the receipt of your order to report the situation and receive instructions for the return of the product (if applicable).
If it is determined (at our sole discretion) that the issue is due to circumstances under our control, we will provide you with instructions for the return of the product. Once we have received and inspected the product, and confirmed the problem, we will issue a refund for the unused product returned to us plus the cost return shipping.
Refunds will be based on undamaged product returned in original packaging. Refunds will not be issue for any product that has been used, or damaged due to the purchasers actions after the product was delivered. Original shipping costs are non-refundable.
Orders placed through our website or over the phone may be cancelled/changed by you as long as the package has not left our building. In some cases the package will physically leave the building in as little as one hour, and in other cases it may be 24 hours after placing the order. Cancellations of orders must be made with business hours 9:00 to 5:00 Eastern Time by either calling us at 1.877.526.2376 or by email to firstname.lastname@example.org. Cancellations/changes reported after 24 hours, cannot be honoured.
We guarantee your shipment will arrive to your destination. If your shipment does not arrive, please contact us at email@example.com or 1.877.526.2376 and we will re-ship your order at no cost!
We also guarantee the authenticity of all of our Cuban product. We purchase all of our Cuban cigars from Havana House, Canada’s only certified merchant. We store all our cigars in walk in humidors, which are monitored daily to assure temperature is at between 68-70 degrees and humidity is at 68-72%. This allows the perfect environment for proper ageing and storage of all our cigars. We package your order with the utmost care to guarantee your cigars arrive in perfect condition.