By placing an order with Havana Cigar Exchange, you confirm that you are at least 18 years of age. It is illegal to purchase tobacco products if you are underage, and we reserve the right to cancel any orders where this condition is not met.
Your satisfaction is important to us. If for any reason you change your mind, we offer a 7-day money-back or exchange guarantee (excluding shipping costs), provided the item is unused, unopened, and returned in its original condition with proof of purchase. Please contact us before returning any goods.
All prices are listed in pounds sterling (£). Payments are accepted via Visa and MasterCard only. For all other payments, please contact us, and we will try to assist you. All payment methods are subject to verification and authorisation. If payment is declined, we reserve the right to cancel your order.
We aim to keep all listed items in stock. If an item is temporarily unavailable, you will be notified via email with options including delayed delivery, substitution with a similar product of equal or greater value, or a full refund. We strive to dispatch domestic orders within 1–2 working days and international orders within 3–4 working days.
Please note that dispatch times are estimates and not guarantees.
All orders are shipped using reputable courier services. Once a parcel has been dispatched, it is the responsibility of the shipping carrier. Havana Cigar Exchange cannot be held liable for delays, lost parcels, damage during transit, or non-delivery due to issues with the courier or customs clearance.
We do not guarantee delivery times, as these are outside of our control. Delivery schedules may be affected by courier backlogs, customs inspections, local disruptions, or force majeure events.
For more details, please click here to our DELIVERY INFORMATION page.
International customers are responsible for any import duties, taxes, customs fees, or other charges that may be levied by their local authorities. Havana Cigar Exchange does not accept responsibility for parcels delayed or held by customs or additional delivery fees not specified at the time of checkout.
We recommend contacting your local customs office for information on potential charges before placing an order.
Ownership and risk in the goods pass to the customer once the parcel has been dispatched. While we take every measure to ensure your goods are securely packed and sent with tracking, we cannot be held responsible for the handling or delivery of parcels once they are in the possession of the courier or postal service.
In the unfortunate event that a parcel is lost or damaged, we will support you in initiating a claim with the courier and will pass on any compensation we receive on your behalf.
If your order arrives damaged or appears faulty, please notify us within 24 hours of receipt. We will make every effort to resolve the issue promptly. Claims made after this period may not be accepted. We do not accept liability for expenses or losses caused by delayed, incomplete, or damaged deliveries.
While we strive for accuracy, all product descriptions, specifications, and images are provided for guidance only. Minor variations in appearance or packaging may occur. Sizes and measurements are approximate, and no guarantee is made that product images match delivered items exactly.
All efforts are made to ensure correct pricing. However, Havana Cigar Exchange reserves the right to cancel or refuse any order where a pricing error has occurred, even after receiving payment.
We use industry-standard encryption to secure your payment information. Our SSL-secured checkout ensures that your personal and financial data is protected. We do not store full credit card information.
Returns must be authorised in advance. Any items returned without prior agreement or outside of the stated return window may not be accepted. Customers are responsible for return shipping costs unless the item is faulty or an error was made on our part.
For more details, please click here to our RETURN & REFUND POLICY page.
If you are dissatisfied with your purchase or experience, please get in touch with our customer service team:
Tel: +44 (0)20 7245 6236
Email: info@havanacigarexchange.com
Address: Havana Cigar Exchange
Park Tower Knightsbridge Hotel
101 Knightsbridge
London SW1X 7RN, UK
We aim to respond within 2 working days.
We shall not be liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to: acts of God, strikes, wars, floods, pandemics, or governmental restrictions.
These terms and conditions do not affect your statutory rights under UK law.