Return, Refund, and Cancellation Policy
At Cachimbero Cigars, customer satisfaction and cigar quality are our top priorities. Because cigars are natural, perishable products requiring precise humidity control, we maintain a clear policy regarding returns, refunds, and cancellations to ensure high-quality standards across all orders.
1. Order Cancellations
- Before Shipment: Orders can be canceled or modified prior to processing and shipment. Please contact our customer support immediately via phone or email if you need to cancel an order.
- After Shipment: Once an order has been handed over to the shipping carrier, it cannot be canceled. If you no longer wish to keep the items, you must follow our standard Return Policy after receiving the package.
2. Return Policy & Eligibility
We want you to be completely satisfied with your purchase. Unopened, full boxes and bundles in their original, sealed condition are eligible for return within 14 days of delivery.
Important Info & Non-Returnable Items
To ensure quality control and product integrity, certain items cannot be returned under any circumstances:
Important Info: Cigar samplers (5-packs), single cigars, tins, closeout items are final sale and cannot be returned.
- Condition Requirements: Eligible full boxes or bundles must remain in their original shrink-wrap or sealed packaging to qualify for a return.
- Prior Authorization: All returns require prior authorization. Please contact customer service to receive a Return Merchandise Authorization (RMA) number before mailing any items back. Unsolicited returns will not be processed.
3. Refunds & Store Credit
- Inspection: Once we receive and inspect your returned items to verify their sealed condition, we will notify you of the approval or rejection of your refund.
- Processing: Approved refunds will be issued to your original payment method (appearing on your statement as "Cachimbero Cigar") or as store credit, depending on your preference.
- Shipping Fees: Original shipping charges and adult signature verification fees are non-refundable. The customer is responsible for return shipping costs unless the return is due to an error made on our part.
- Restocking Fee: Returns may be subject to a 15% restocking fee to cover handling and quality re-inspection.
4. Damaged, Defective, or Incorrect Shipments
Cigars are delicate. If your package arrives damaged in transit, or if you receive the wrong items:
-
Report Within 48 Hours: Contact us within 48 hours of delivery at
info@cachimberocigar.com. - Provide Proof: Send photos of the damaged shipping box, inner packaging, and damaged items.
- Resolution: Upon verification, we will promptly issue a replacement, store credit, or refund at no additional cost to you.