Customers have the option for a full refund if they are unhappy with the cigars; Notify us within 72 hours of receiving the cigars. We will send a return label. 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 them for quality. If the cigars arrive damaged or incomplete, the customer may be responsible for the missing cigar(s) or the entire cost. This option is our 100% Money-Back Guarantee. 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 7 days of getting the cigars for a Return Shipping Label and RMA (Return Merchandise Authorization) before shipping the cigars back. We will replace, issue a credit, or refund once we receive the defective cigars.
Cuban Cigar Group does not allow returns past the 7 days. Cuban Cigar Group must authorize all returns 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@example.com with details/photos of the cigars and the defect or fill out the return form below.
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.