Returns & Refunds

Change-of-mind cancellations

If you are a consumer purchasing online or otherwise at a distance, you generally have the right to cancel eligible purchases within 14 days after the goods are delivered. You do not need to give a reason.

To cancel, send us a clear statement by email or another durable form before the cancellation period expires. After cancelling, you should return the goods within 14 days.

How to request a return

Before sending anything back, please contact us at info@havanacigarexchange.com with your order number and the item you wish to return. This helps us identify the parcel and process the refund correctly.

Returns should be sent securely packaged to:

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

Condition of change-of-mind returns

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and condition. If handling goes beyond what would reasonably be permitted in a shop and reduces the value of the goods, we may make a lawful deduction from the refund.

Where possible, return goods with their original packaging, accessories and documentation.

Cigars and condition-sensitive goods

Cigars are handmade, humidity-sensitive products. For a change-of-mind return, please keep cigars uncut, unsmoked, unused and properly stored. A cigar that has been cut, lit, smoked or materially altered cannot be returned simply because you have changed your mind.

Natural variations in wrapper shade, texture and appearance are normal in handmade cigars and do not necessarily indicate a defect. If you believe a cigar is genuinely faulty, contact us and we will assess the issue. Your statutory rights for faulty or misdescribed goods are unaffected.

Damaged, faulty or incorrect items

If an item arrives damaged, incorrect or appears faulty, contact us as soon as reasonably possible. Please include your order number and photographs where they help show the issue.

Where goods are faulty, damaged in transit, not as described or otherwise do not meet your statutory rights, we will provide the appropriate remedy and will not require you to bear reasonable return costs where the law makes those costs our responsibility.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we have agreed otherwise. We recommend using an appropriately insured and tracked service, particularly for rare or high-value items.

Do not send high-value returns without first contacting us so that we can agree a suitable return method.

Refunds

For an eligible cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard outbound delivery option, where applicable. If you selected a more expensive delivery upgrade, the additional upgrade cost is not normally refundable.

We may withhold the refund until the goods are returned or you provide evidence that they have been sent back, where permitted by law. Refunds are made to the original payment method and are normally processed within the statutory timeframe after we receive the goods or evidence of return.

International returns

Before returning goods from outside the UK, contact us for instructions. The parcel should be clearly identified as returned goods where appropriate. We are not responsible for import charges caused by an incorrectly declared return.

Optional cancellation form

You may use the following wording if you wish, although any clear cancellation statement is acceptable:

To Havana Cigar Exchange: I give notice that I cancel my contract for the sale of the following goods: [goods]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date: [date].

Need help?

Email info@havanacigarexchange.com or call +44 (0)20 7245 6236.