Returns & Refunds Policy

General rule for tobacco products

Due to the nature of cigars and other tobacco products, all tobacco sales should generally be treated as final, except in cases of:

• shipping damage,
• manufacturer defect,
• incorrect item shipped, or
• error caused by CigarOutlet.com.

Non-tobacco accessories

Unused, unopened, non-tobacco accessories may be returned within 14 days of delivery for approval, provided they are in new condition and in original packaging. Shipping charges are non-refundable unless the return is due to our error. 

If we shipped the wrong item

If you received the wrong product, contact us with:
your name, order number, what you ordered, what you received, and photos of the item(s). 

items arrive damaged

If your package arrives damaged, contact us within 5 business days of delivery with your order number and clear photos of the package and product. We may request additional information before approving a refund, replacement, or store credit.

Cigar condition requirements

Any approved cigar-related return must be in original condition. Opened, cut, or partially smoked cigars are not eligible for return or refund unless there is a verified defect or fulfillment error. 

Promotional items

If a return is approved for an order that included free promotional merchandise, bonus cigars, or bundled giveaway items, those items must also be returned or their value may be deducted from the refund.

Return authorization required

Do not send products back without authorization. Approved returns may require a Return Authorization number and specific shipping instructions. 

Refund timing

Once an approved return is received and inspected, refunds are typically issued back to the original payment method. Bank and processor timelines vary, so posting may take additional business days after approval. 

Exchanges

Exchanges may be offered at our discretion for like items of similar value, subject to product availability and compliance restrictions. Additional shipping charges may apply unless the exchange is due to our error. 

Order Cancellation Rules

Orders may be canceled only before they have been processed for shipment. Once an order has entered fulfillment, age verification review, packaging, or carrier handoff, cancellation may not be possible. If a cancellation is approved after payment capture, refund timing will depend on the payment processor.

Compliance & Customer Conduct

By placing an order on CigarOutlet.com, you confirm that:

• you are at least 21 years old,
• it is legal for you to purchase and receive tobacco products in your jurisdiction, and
• the information provided for billing, shipping, and age verification is accurate.