Return Policy

Return & Refund Policy

At Havana Cigar Exchange, your satisfaction is our top priority. We understand that circumstances may arise where you need to return a product. Below you’ll find all the information you need regarding returns, exchanges, and refunds.

1. Contact Information

If you wish to initiate a return or report an issue, please contact us directly:

📞 +44 (0)20 7245 6236
🕒 Available 11:00 AM – 5:00 PM GMT, Monday to Saturday (excluding Bank Holidays)
📧 info@havanacigarexchange.com

Please do not return any items without first contacting our team. Unauthorised returns may not be accepted.

2. Damaged or Faulty Products

If your order arrives damaged, incorrect, or faulty, please notify us within 24 hours of delivery. We will arrange for a return or exchange, and in such cases, carriage charges will also be refunded.

All items must be returned in the original packaging with all accessories and documentation. Photographic evidence may be required to assist with damage claims.

3. Customer Dissatisfaction / Unwanted Goods

We offer a 7-day money-back guarantee under the Consumer Contracts Regulations, provided that:

• The item is unused, unopened, and in original condition
• We are notified within 7 days of receipt
• The item is returned within 14 days of receiving your order

You are responsible for return shipping costs unless the item is faulty or supplied in error. We recommend using a tracked and insured service for all returns.

Returns should include:

• Your full name
• A contact number
• Your order number
• A brief note explaining the reason for the return

Please clearly mark the package and return it to:

Havana Cigar Exchange
Park Tower Knightsbridge Hotel
101 Knightsbridge
London SW1X 7RN
United Kingdom

4. Goods That Cannot Be Returned

To maintain hygiene and product integrity, the following items are non-returnable unless faulty:

• Cut or partially smoked cigars
  
• Humidification products once unsealed
• Items returned without prior approval

5. Refunds

Once your return has been received and inspected, we will issue a refund via the original payment method. Refunds typically take 3–5 working days to appear, depending on your bank or card provider.

Please note: shipping costs are non-refundable unless the item was faulty or supplied in error.

6. International Returns

International customers must clearly mark the parcel as “Returned Goods” on the customs declaration to avoid customs charges. Havana Cigar Exchange is not responsible for customs fees or delays resulting from improper labelling.

We do not reimburse customs duties, taxes, or other charges incurred on international returns.

7. Liability and Courier Claims

If a return parcel is lost in transit, it is the sender’s responsibility to make a claim with the courier. Havana Cigar Exchange does not accept responsibility for return parcels that do not arrive at our store.

8. Summary of Conditions

• Returns must be authorised in advance
• Products must be unopened, unused, and in original condition
• Damaged or faulty goods must be reported within 24 hours
• Refunds are issued once the return is inspected
• Shipping and customs fees are non-refundable (unless the item is faulty)

9. Need Help?

We’re here to assist. If you have any questions or require clarification, please contact our team via info@havanacigarexchange.com.