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Returns and Refunds Policy

Keeping you happy is our number one priority.

Returns are easy - if you are not satisfied with your purchase, you may return the item to us within 30 days of receipt of your order for a prompt exchange, credit, or refund. Cigarbyhand.com does not sell to retailers, nor does it otherwise, sell or ship on a wholesale basis. All items sold by Cigarbyhand.com are intended for personal consumption by its customers.

Before returning the item, please contact Customer Service at customerservice@cigarbyhand.com or call 1-809-327-9510 and let us know what and why you are returning the item.

Return Policy Guidelines

  • On boxes: Full credit will be issued for cigars if 2 or less have been consumed.
  • Original shipping and/or customization fee will be refunded when:
    • You receive defective merchandise. 
    • Wrong item shipped due to our error. 
    • Error in customization.
    • Merchandise was damaged in transit. 
    • NOTE: CUSTOMS has the right to open and examine the package, this might occur at random intervals. They should NOT damage the package, however, if this were to happen Cigarbyhand.com does not take responsibility for this incident.

In the cases above, we will also pay the shipping on your replacement.

How the return policy works

For applicable returns, you will receive full merchandise credit, less shipping and customization charges. If you fail to return merchandise within the given timeframe or without an Return Merchandise Authorization (RMA#), we may deny credit or issue a 15% re-stocking fee. 

We do our best to provide you perfect cigars in perfect condition as quickly as possible. Shipments are inspected and double checked by our shipping staff for accuracy and quality. Should you experience any problems, please contact Customer Service.

You must obtain a Return Merchandise Authorization # (RMA#) from Cigarbyhand.com Stores before sending package back.

  1. Email us at customerservice@cigarbyhand.com. You must include your order number, the item you are returning, and the reason you are returning the merchandise. 
  2. Call Customer Service at 1-809-327-9510 Daily 9:00AM to 6:00PM EST and speak to a Customer Service Representative. 

Notice: NO returns will be accepted without prior authorization.

Once you have obtained a RMA#, please follow these simple guidelines to return your cigars:

  1. IMPORTANT! Please DO NOT return any cut or partially smoked cigars. Cigars believed to be unsmokable or defective must still be in a condition to be sent back to the manufacturer. If returns are received in less than adequate condition, our Returns Department reserves the right to refuse the package and/or deny your credit accordingly.
  2. Please pack the cigars securely in a clean, odor-free carton suitable for shipping.
  3. Enclose your original invoice in the carton, if possible.
  4. Prominently display the RMA#, on the outside of the package
  5. Call Customer Service at 1-809-327-9510 Monday through Friday 9:00AM to 6:00PM EST. We will send you a return label either by email or fax. Please inform us if you have the ability to receive email and print the label. If you are unable to do so, we will send the label to you by fax.
  6. Affix this return label to your package. Then post it with the carrier company of your choice. Make sure you provide us with some sort of tracking number for the shipment. We will notify you when the return has been received and processed.

Please note you must use the Return Shipping Label. You will receive a refund for your purchase less shipping and handling fees.