Return or Exchange Policy

You may cancel your order for whatever reason up to the point that it is shipped. After the order has been shipped you must take delivery and ship the item back to us, please contact us and let us know what item you are returning and the reason of returning.

Please do NOT send your purchase back to the manufacturer.

To be eligible for a return or exchange,

• All items must be returned within 14 days of receipt as per the distance selling act;
• All items must be returned to us in their original condition;
• All items must be returned in their original packaging complete with any accessories.
• For humidor and spirits, the refund amount subjects to the insurance applies.
• No refund or exchange for gift cards and on-sale items.
• No refund or exchange if the product is required to be repackaged.

• Please be informed that if your merchandise remains unclaimed in our warehouse for one year without any prior notice or arrangement, it will be destroyed and no refund will be issued.

If an item from your order is damaged or broken due to our mishandling or wrong delivery, we will be happy to reimburse the cost of returning the item back to us. Otherwise, you are responsible for paying your own shipping costs for returning. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on your destination, the time it takes for your exchanged product to reach you may vary

PLEASE NOTE: If the items are returned because of wrong address is provided to us or your failure or omission in customs clearance or your failure to contact local post office to clear customs and collect the parcel within pickup period (according to your local post office/ courier), you are responsible to bear a service charge of HK$120 and you may also need to bear the possible tax occurred. If you receive a refund, it will be deducted from your refund. Please contact us for resend or refund within 30 days from the date of return.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s).

If the request is approved, then your refund will be processed, and refund can be made as in-store credit or refund to your form of payment. However, according to the policy of payment service provider, any Unionpay transaction over 30 calendar days, cannot refund to the original form of payment.

The whole pack and ship process in our warehouse is recorded, if there is any burglary or robbery occurred in a third party after parcel fulfilment, we could only support the customers to apply for a claim or refund according to the declared value if the parcel is insured.

 

Late or missing refunds (if applicable)

If you haven’t received a refund after 14 days, please check with your bank or your credit card company, it takes some processing time before your refund is officially posted

If you’ve done all of this and you still have not received your refund yet, please contact us.

 

Shipping Returns

To return your product, you should mail your product to:

Cigarholic 

No.20 Muk Kiu Tau , Yuen Long, NT

If you are shipping an item over HK$800, you should consider using a trackable shipping service or purchasing shipping insurance. It is not guarantee that we could receive your returned item successfully.