Terms & Conditions

Who we are

Havana Cigar Exchange is operated by JPD London Ltd trading as Havana Cigar Exchange. These Terms & Conditions apply to purchases made through our website and should be read together with our Delivery and Returns & Refunds pages.

Our retail store is at The Park Tower Knightsbridge Hotel, 101 Knightsbridge, London SW1X 7RN, United Kingdom. Company No. 07888136. VAT No. GB177734764.

Age restriction

You must be aged 18 or over to purchase tobacco products from us. By placing an order containing tobacco, you confirm that you meet the legal age requirement. We may carry out age-verification checks and may cancel an order if satisfactory verification cannot be completed.

Prices, VAT and currency

Prices are shown in the currency selected on the website. For UK customers, the primary displayed price includes applicable UK VAT unless stated otherwise. Tax treatment for eligible exports may vary by destination and will be reflected at checkout where applicable.

We take reasonable care to ensure pricing is accurate. If a material pricing or description error is identified before dispatch, we may contact you to confirm whether you wish to proceed at the correct price or cancel the affected item for a refund.

Orders and acceptance

Submitting an order is an offer to purchase. An automated order acknowledgement confirms that we have received your order; it does not necessarily mean that the order has been accepted. Acceptance takes place when we confirm dispatch, collection readiness, or otherwise expressly confirm acceptance.

All orders remain subject to stock availability, payment authorisation, age verification where required, and any legal or shipping restrictions that apply to the destination.

Payment

Payment is processed securely through the payment methods made available at checkout. Where Viva.com is selected, you will be redirected to Viva.com to enter and authorise your payment details. We do not store your full payment-card details on our website.

If a payment is declined, reversed, or cannot be verified, we may suspend or cancel the order.

Product condition and natural variation

Premium handmade cigars are natural products. Wrapper shade, texture, dimensions and other cosmetic details can vary slightly between cigars and boxes. Such natural variation does not by itself mean that a product is faulty.

Rare, vintage and collectible products may show age-consistent wear to packaging. Where relevant, we aim to describe and photograph notable condition details before sale. If you require additional photographs or provenance information before purchasing a high-value item, please contact us.

Dispatch and delivery

Orders are normally prepared and dispatched within 5–8 business days after cleared payment, unless a different timeframe is stated on the product page or agreed with you. Rare, vintage or high-value orders may require additional condition, authenticity or security checks before dispatch.

Delivery times shown at checkout or by the carrier begin after dispatch and are estimates unless expressly stated to be guaranteed. Please see our Delivery page for further information.

International orders

We deliver only to eligible destinations. The customer is responsible for checking whether the goods may lawfully be imported, possessed and received in the destination country. Import duties, local taxes, customs charges and clearance fees are the customer's responsibility unless checkout expressly states otherwise.

Customs authorities or local carriers may delay, inspect, refuse or return a shipment. We cannot guarantee customs-clearance times or acceptance by a destination authority.

Cancellations, returns and refunds

Consumers purchasing at a distance generally have statutory cancellation rights. Our current procedure is set out on the Returns & Refunds page. Nothing in these terms limits your statutory rights.

For change-of-mind returns, products should be kept unused and in the condition in which they were received. Cut, smoked, used or materially altered cigars cannot be returned as change-of-mind goods. This does not affect your rights if goods are faulty, damaged, not as described or otherwise fail to meet your statutory rights.

Damaged, faulty or incorrect goods

Please inspect your order promptly after delivery. If an item arrives damaged, incorrect or appears faulty, contact us as soon as reasonably possible with your order number and, where useful, photographs. We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights.

Delivery risk

For consumer orders delivered using a carrier offered or arranged by us, risk remains with us until the goods are delivered to you or to a person you have identified to receive them. If you independently arrange a carrier that we did not offer, risk may pass when the goods are handed to that carrier.

Website information

We aim to keep product descriptions, photographs, availability and other website information accurate. Images are illustrative and display settings can affect colour. Product specifications and availability may change without notice.

Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Subject to those rights, we are not responsible for losses that were not reasonably foreseeable when the contract was made.

Governing law

These terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere, you may also benefit from mandatory protections under the law applicable to you.

Contact

Havana Cigar Exchange, The Park Tower Knightsbridge Hotel, 101 Knightsbridge, London SW1X 7RN, United Kingdom.
Email: info@havanacigarexchange.com
Telephone: +44 (0)20 7245 6236