Return Policy

 

NO REFUND OR RETURNS

We do not accept any returns or refunds in any case. All sales are final upon your purchase. This is to ensure that all items that our customers receive are brand new, especially due to the hygiene concerns surrounding the COVID-19 pandemic. 

 

WARRANTY PERIOD

We allow a 7-day Warranty Period upon the receipt of your order. If the product you received is defective, please follow the following steps:

  • Take a photo of the defective item (Do note that the defect has to be clearly visible in the photo)
  • Email us at hello@thecigarhaus.com
    • Your email subject line should be named: Defective Goods *ORDER ID* 
    • Indicate in text the items that were defective upon arrival
    • Attach the photo(s) of the damaged items

Our team will review your request and revert to you within 48 hours. Do note that in some cases, someone from our team will contact you for further query regarding the nature of the defect before we can process your replacement. This is to allow us to identify if the reason for the defect is due to our logistical partners and/or suppliers. We seek your kind understanding in such circumstances – and we hope you understand that this is to ensure that we can constantly strive to provide all our customers with the best quality products.

Once your request is approved, we will offer to reship the product to you at no cost. If reshipping is not feasible, we will provide a full refund (in cash or store credits). Please do note that in most cases, you will not be asked to ship the defective or incorrect product back to us.