Returns, Refunds & Replacements
At Authentic Cigars Online, customer satisfaction is our priority. If there is an issue with your order, our support team will work quickly to provide an appropriate solution.
Eligible for Returns
- Incorrect product received
- Damaged during shipping
- Missing items
- Manufacturer defects
- Order significantly different from what was purchased
Items That Cannot Be Returned
- Opened cigar boxes
- Smoked cigars
- Products damaged after delivery
- Gift cards
- Clearance items
Refund Process
Please contact us within 48 hours of delivery and include:
- Your Order Number
- Photos of the package
- Photos of the products
- Description of the issue
Approved refunds are processed back to your original payment method.
Need Assistance?
Our customer care team is available to help with refunds, replacements and order enquiries.
Contact SupportResponse Time
We normally reply within 1–2 business days.
Your Satisfaction Matters
At Authentic Cigars Online, we are committed to delivering premium cigars and accessories in excellent condition. If your order arrives damaged, incorrect, or incomplete, we will work with you to resolve the issue as quickly as possible.
Because cigars are consumable products, certain items cannot be returned once opened. However, if your order qualifies under our refund policy, our customer care team will arrange a replacement, store credit, or refund where appropriate.
We encourage customers to inspect their delivery immediately upon arrival and report any concerns within the required time frame to ensure the quickest possible resolution.
Contact Customer SupportFast Response
Most refund enquiries receive a response within one business day.
Secure Refunds
Approved refunds are returned using the original payment method whenever possible.
Dedicated Support
Our experienced customer care team is available to assist throughout the process.
When You Qualify for a Refund or Replacement
If something isn’t right with your order, we’re here to help. Below are the situations where our team may approve a refund, replacement, or store credit after reviewing your request.
Incorrect Order
If you receive products that differ from what you ordered, we’ll investigate the issue and arrange the appropriate solution.
Damaged During Shipping
Products that arrive damaged in transit may qualify for a replacement or refund when reported promptly with supporting photos.
Missing Items
If any products are missing from your shipment, contact us within the reporting period so we can resolve the issue quickly.
Manufacturer Defects
Should a product arrive with a genuine manufacturing defect, we’ll review your claim and provide an appropriate resolution.
Report Within 48 Hours
Please notify our support team within 48 hours of receiving your order to ensure your request can be properly assessed.
Approved Refunds
Once approved, refunds are issued to your original payment method whenever possible or as store credit where applicable.
Items That Cannot Be Returned
To protect product quality, customer safety, and comply with applicable regulations, certain products cannot be returned once they have been delivered or opened.
Opened Cigar Boxes
For quality assurance and hygiene reasons, opened cigar boxes cannot be returned or exchanged.
Smoked Cigars
Products that have been smoked, partially consumed, or altered after delivery are not eligible for refunds.
Customer Damage
Damage caused after successful delivery, including improper storage or handling, is not covered under this policy.
Gift Cards
Gift cards, promotional vouchers, and digital credits cannot be refunded or exchanged.
Clearance Products
Items purchased during clearance or final-sale promotions are generally considered non-returnable.
Policy Abuse
Requests that do not comply with our refund guidelines or appear fraudulent may be declined after review.
How to Request a Refund
Our refund process is straightforward and designed to resolve eligible claims as quickly as possible. Simply follow the steps below.
Contact Us
Reach out to our Customer Support team within 48 hours of receiving your order using our Contact Us page or by email.
Provide Information
Include your order number, photographs of the package and products, along with a detailed description of the issue.
Review Process
Our specialists carefully review every request to determine whether it qualifies under our refund and replacement policy.
Resolution
Once approved, we’ll arrange a replacement, issue a refund, or provide store credit depending on the circumstances.
Please Note
For faster processing, avoid discarding the original packaging until your claim has been reviewed. Our support team may request additional photographs to verify shipping damage or product defects.
Frequently Asked Questions
Find quick answers to common questions about refunds, returns, replacements, and order issues.
Can I return cigars after opening the box?
No. For health, safety, and quality assurance reasons, opened cigar boxes and individual cigars that have been removed from their original packaging cannot be returned or exchanged.
How long do I have to report an issue?
Please notify our Customer Support team within 48 hours of receiving your order. Reporting issues promptly helps us investigate and resolve them more efficiently.
What information should I provide when requesting a refund?
Include your order number, clear photographs of the package and products, and a detailed description of the issue. Additional information may be requested during the review process.
How long does it take to receive a refund?
Once your request has been approved, refunds are processed back to the original payment method. Processing times vary depending on your financial institution.
Can I receive a replacement instead of a refund?
Yes. Depending on the circumstances, we may offer a replacement shipment, store credit, or a refund after reviewing your request.
Are shipping costs refundable?
Shipping charges are generally non-refundable unless the issue resulted from an error on our part or another approved circumstance.
What happens if my package is delayed?
Carrier delays caused by weather, customs inspections, or transportation disruptions do not automatically qualify for refunds. Our team will gladly assist in tracking your shipment.
How can I contact Customer Support?
Visit our Contact Us page or email our support team with your order number and enquiry. We aim to respond to most requests within one to two business days.