The Purchaser may return an item to Seller within 15 days of the delivery date on an order. We will not honor any returns without a Return Merchandise Authorization Number assigned by our Returns Department, this policy is in place to protect against any fraudulent returns.
We have provided a step-by-step guideline to help the Purchaser file a return for either an exchange, refund or to receive credit for their returned item(s):
1 Contact our Returns Department at Returns@CigarandPipes.com or at (855) 744-3457 within 15 days of the delivery date on an order. Please have your invoice number, name, address, phone number, email address and reason(s) for returning merchandise ready to convey to our Returns Department. The date the Purchaser contacts our Returns Department, initially, to process a return will be the date used to constitute the 15 day return policy.
2 Receive a Return Merchandise Authorization Number (RMA Number) from CigarandPipes.com’s Return Department and post the RMA Number on the original invoice or a copy of the original invoice.
3 Send the return item(s) back to CigarandPipes.com Returns Department with insured parcel postage; enclose the item(s) to be returned along with the RMA # clearly posted on the original invoice or a copy of the original invoice. We recommend the Purchaser taking a photo of the merchandise, by itself, at this point and email the image to Returns@CigarandPipes.com to display the condition of the item(s) being returned. If the item(s) arrive at our Returns Department in less than satisfactory condition, but you sent an image to our Returns Department before shipment we will be able to offer a more reasonable pro-rata credit amount.
4 Returns may take up to 10-14 days from our Returns Department receiving the returned item(s) to process. The Returns Department will send a confirmation email to the Purchaser upon receiving the return(s) letting the Purchaser know the returns inspection, refunds, exchange or credit process has begun.
5 Once returned item(s) have been approved or unapproved for exchange, refund or credit; the Purchaser will receive an emailed ‘Return/Refund Order Status and/or Confirmation’ page. If a full refund is being issued CigarandPipes.com will refund the Purchaser the original amount the item(s) being returned were sold for, minus any shipping charges.
If only one (1) cigar from a box or bundle of 20 or more has been used and the Purchaser wishes to return them; full credit will be issued (minus any delivery fees) otherwise pro-rata credit or pro-rata refund is applied. If a pipe has been used, even once, no return can be issued; otherwise if a pipe is return unused a full credit or refund will be issued (minus any delivery fees). Humidors can only be returned to CigarandPipes.com within 15 days of delivery and must be in excellent/new condition, as sold condition, to the Purchaser. Pipe Tobacco items the Purchaser wants to return can be exchanged, refunded or CigarandPipes.com credit can be issued; only if the item(s) are in satisfactory condition and unopened. The Returns Department reserves the right to refuse processing, issuing a partial refund or issuing no credit for any items returned in unsatisfactory conditions. Please do not return any partially smoked cigars or partially cut cigars, cigars believed to be unsmokeable or defected. They must still be in satisfactory condition when returned to CigarandPipes.com as they may be returned to the cigar manufacturer and the Purchaser will receive pro-rata credit or a refund.
CigarandPipes.com strives to provide the Purchasers with the high professional level of service and quality. But, we understand some circumstances and incidents will take place either outside of our control or by accident and we will gladly refund, exchange or issue CigarandPipes.com credit for any of the following situations:
- We accidently shipped you the wrong item
- You received a defective manufactured item
- An item was not to you level of satisfaction based only on freshness of product
CigarandPipes.com works diligently to deliver every item ordered as quickly and accurately as possible. There are some circumstances that may arise and be out of our control and subsequently we may not be able to provide you with certain items. Upon those circumstances our customer service department will gladly suggest alternative items of similar quality and value. CigarandPipes.com reserves the right to substitute certain items such as cigars, pipe tobacco, e-cigarettes, e-juices, pipes or humidors of at least an equal or greater value as a result of availability. CigarandPipes.com reserves the right to limit the amounts and quantities of certain orders, including but not limited to special deals, promotional coupon offers and exclusive items.