RETURNS & REFUNDS
DAMAGED ORDER? WRONG ITEM? NOT SATISFIED? WE MAKE IT RIGHT. CONTACT US WITHIN 14 DAYS. GUARANTEED.
OUR PROMISE TO YOU
Returns & Refunds, When you buy cigars online UK from UK Cigar Outlet, your satisfaction is not just a goal. It is a guarantee. We stand behind every product we sell, from every box of premium cigars to every pouch of hand rolling tobacco to every tin of pipe tobacco. Returns & Refunds
That said, we also operate in a highly regulated industry where hygiene and safety are paramount. Our returns policy balances your rights as a consumer with our legal obligations as a tobacco retailer. The result is a policy that is fair, clear, and hassle free for everyone.
RETURNS FOR UNOPENED PRODUCTS
You have 14 days from the date of delivery to return any unopened, re sealable product for a full refund. This applies to cigars, hand rolling tobacco, pipe tobacco, and accessories.
To be eligible for a return, your product must be unopened, in its original packaging, and in the same condition you received it. We cannot accept returns on any tobacco product that has been opened, used, or partially consumed. This is for hygiene and safety reasons, and it is standard practice across the entire tobacco retail industry. Returns & Refunds
To initiate a return, email us at sales@cigaroutlet.co.uk with your order number and the reason for your return. We will provide you with a return authorisation and the address to send your package. You are responsible for the cost of return shipping unless the return is due to our error. Returns & Refunds
Once we receive your returned product and verify that it is unopened and re sealable, we will issue a full refund to your original payment method within 5 to 7 business days. You will receive email confirmation when your refund has been processed.
DAMAGED OR INCORRECT ORDERS
If you receive an order that is damaged, defective, or incorrect, we make it right at no cost to you. This includes cigars that have cracked wrappers, mould, or signs of drying out. It includes hand rolling tobacco pouches that have burst or leaked. It includes pipe tobacco tins that are dented or unsealed. And it includes accessories that are broken or missing parts.
Contact us within 48 hours of delivery at sales@cigaroutlet.co.uk. Include your order number and clear photos showing the damage or the incorrect items. We do not require you to return damaged or incorrect products, as this would be an unnecessary burden on you.
Once we have verified the issue, we will send you a replacement order at no cost to you. If a replacement is not available, we will issue a full refund including your original shipping costs. We process replacement orders within 24 hours and send them via Tracked 24 delivery at no charge to you. Returns & Refunds
LOST ORDERS
If your order is marked as delivered by the courier but you have not received it, contact us within 72 hours of the delivery notification. If your order shows no tracking movement for more than 7 working days, contact us immediately.
We will investigate with our courier partner. If the package cannot be located, we will send you a replacement order at no cost to you or issue a full refund, whichever you prefer. We handle all courier claims so you do not have to chase anyone.
NON RETURNABLE ITEMS
For hygiene and safety reasons, we cannot accept returns on any tobacco product that has been opened, used, or partially consumed. This includes cigars that have been cut or lit, hand rolling tobacco pouches that have been unsealed, and pipe tobacco tins that have been opened.
We also cannot accept returns on smoking accessories that have been used, including lighters that have been filled, cutters that have been used, or pipes that have been smoked. If you are unsure whether an item is eligible for return, contact us before opening it.
REFUND TIMING AND METHOD
Refunds for returned unopened products are issued to your original payment method within 5 to 7 business days of receiving and verifying the return. Refunds for damaged, incorrect, or lost orders are issued within 24 to 48 hours of verification.
Depending on your bank or card issuer, it may take additional time for the refund to appear in your account. If you have not seen your refund after 10 business days, contact us and we will provide the transaction confirmation so you can follow up with your bank.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
Question 1: Can I return an open pouch of hand rolling tobacco if I did not like it?
Answer: No. For hygiene and safety reasons, we cannot accept returns on any opened tobacco product. We recommend buying a smaller size first to confirm you enjoy the blend.
Question 2: What if my cigars arrive dry or damaged?
Answer: Contact us within 48 hours of delivery with photos. We will send you a replacement order at no cost to you. We do not require you to return the damaged cigars.
Question 3: How long do I have to return an unopened product?
Answer: You have 14 days from the date of delivery to initiate a return on unopened, re sealable products.
Question 4: Who pays for return shipping?
Answer: You pay for return shipping unless the return is due to our error (damaged, incorrect, or lost orders). In those cases, we cover all costs.
Question 5: How quickly will I receive my refund?
Answer: Refunds for returned unopened products take 5 to 7 business days after we receive and verify the return. Refunds for damaged or incorrect orders take 24 to 48 hours.
Our returns and refunds policy is designed to protect both you and us. We want you to buy cigars online UK with complete confidence, knowing that if something goes wrong, we will make it right. No arguments. No hidden fees. No unnecessary delays.
If you have any questions about returns or refunds before placing your order, contact us at sales@cigaroutlet.co.uk.
Order now. Smoke with confidence. Protected by our 14 day returns guarantee.
RETURNS POLICY SUMMARY
UK Cigar Outlet – Returns & Refunds
Unopened products: 14 day returns. Customer pays return shipping. Full refund to original payment method.
Damaged or incorrect orders: Free replacement or full refund. No return required. Contact within 48 hours.
Lost orders: Free replacement or full refund after courier investigation. Contact within 72 hours of delivery notification.
Non returnable: Opened tobacco products, used accessories, consumed items.
Questions? Email sales@cigaroutlet.co.uk.