Cuban Cigar Guarantee

Return & Exchange (RMA Authorization)

Your satisfaction is at the heart of everything we do. If for any reason you’re not completely pleased, simply return your order for a full refund—no questions asked. Our reputation has been built over years of trust and service, and we stand by it. If you choose to leave a review, whether glowing or critical, we only ask that you share your full experience—including how we handled your return. Transparency matters, and so does your voice. Our Cuban Cigar Guarantee is only for the cigars we ship to you, we inspect all cigars that are returned.

Notify us within 72 hours of receiving your cigars. We will send a return label within 24 hours. The customer will be responsible for taking care of the cigars and ensuring the cigar are protected during transit when shipping the cigars back to us; we will inspect label and box code to ensure its the same cigars we shipped. If the cigars arrive damaged or incomplete, the customer may be responsible for the missing cigar(s) or the entire cost. This is our 100% Cuban Cigar Guarantee with Money-Back within 24 hours of receiving your return, your bank might take 5 business days. We want happy customers and understand choosing a new vendor is difficult, so we work to make your experience a great one!

If goods are defective or damaged on delivery, please reach out to us within 72 hours of getting your Cuban cigars for a Return Shipping Label and RMA (Return Merchandise Authorization) before shipping Cuban cigars back. We will replace, issue a credit, or refund once we receive the cigars.

Cuban Cigar Group does not accept returns after 7 days, unless you notify us of your intention to rest the cigars in a humidor for 30 days. This allows the cigars to recover after certain shipping times and environmental conditions. All returns must be authorized by Cuban Cigar Group before shipping.

Orders outside of the United States and Canada can not refuse receipt of delivery. The cigars will be marked as abandoned and may affect your ability to receive a refund or credit. We are unable to retrieve refused packages.

If you receive damaged cigars, please contact us immediately at [email protected] with details/photos of the cigars and the defect.

We will thoroughly investigate the photos and documents you submit and notify you via email within a reasonable time, whether you qualify for a refund or a replacement. If your RMA gets approved for a replacement or refund, we will replace the cigars (Customer may be responsible for the shipping cost), or if its a refund, the original payment method will get the refund.

We provide Return Labels via email, and please use the original packaging when shipping back the cigars, please attempt to protect the cigars from further damage. In the case of returning incomplete boxes, we may charge 30% and re-stocking fees.