Refunds & Returns Procedure
Please note it will take 3-5 working days for your bank to credit the amount once we have processed the refund and notified you via e-mail or over the phone.
If for any reason you are not happy with your purchase, we will exchange or refund it (non tobacco items only) once the item has been returned within 14 days.
Unused and Undamaged Products:
Products in perfect, unused condition (including tobacco products) can be returned for refund or exchange within 14 days of the purchase date. You will need to get in touch within 72 hours of receiving your product using any of our available contact options to let us know you’d like to cancel your order under the Consumer Contracts Regulations 2013. The goods must be received by us before a refund or exchange can be issued. We need written confirmation of cancellation from you,
Damaged Products:
Damaged products can be returned for refund or exchange within 14 days of the purchase date OR within the manufacturer’s warranty period (ie. lighters). All damaged goods must be reported within 72 hours of receiving and returned to us before a refund or replacement can be issued. Any cigars that have been smoked or disposed of cannot be replaced – if you find an issue with your cigar, please stop smoking it, contact us and we will send a returns bag to you. Once we have the cigar and have confirmed the issue, we will replace the cigar. If you report a smoking issue with the cigar but do not return the cigar, we will not be able to replace the cigar.
If a single cigar from a pack arrives damaged, we can replace the single cigar NOT the entire pack
Any refund will include the initial cost of standard postage and packaging.
Products Undelivered or Incorrect order:
We will replace the product if undelivered within 14 working days after an investigation has been opened with Royal Mail. We will confirm when the investigation process has been started with Royal Mail. Replacement products will be sent either by Royal Mail Tracked 24 or with a Courier.
If by error or mistake an incorrect order is sent out. The customer will need to send the products back to Cigar Central. The customer will be liable of cost if any damage or refusal of return. Once Cigar Central receive the incorrect order, Cigar Central will inspect the incorrect products for any damage and then send out the correct products. The customer will need to send receipt of packaging postage costs to receive a refund.
Wrong Address:
If you make an error with your address please get in contact as soon as possible so that we can change the address for you before your order is sent. If the order is sent out to the wrong address you will have to pay to have your order resent. This is our standard delivery charge of £3.95 We cannot guarantee recovery of order if shipped to a wrong address, but will try our best to assist.