Return and Refund policies

Returns and Refunds

Order Cancellation by the Customer

If the customer cancels an order after confirmation and payment, but before shipment, an administrative fee equivalent to 5% of the total order amount will automatically be deducted from the refund. This deduction covers processing costs, administrative handling, and payment processing fees incurred at the time of the order.

Returned Packages

 If a package is returned for any reason whatsoever, including but not limited to:

  • an incorrect or incomplete address provided by the customer;
  • a refusal to pay customs duties, taxes, or import fees in the destination country;
  • the customer's absence at the time of delivery;
  • refusal of the package;
  • or any other reason beyond our control;

an administrative fee equivalent to 15% of the total order amount (excluding shipping costs), as well as the return shipping costs for the package, will be deducted from the refund. No refund will be issued until the returned package has been received, inspected, and validated by our services.

Customs Duties and Taxes

The customer remains solely responsible for all customs duties, taxes, or import fees applicable in their country. Refusal to pay these fees does not constitute, under any circumstances, valid grounds for a free cancellation of the order.

Refund Process

The refund processing time is determined by the banking institution; therefore, we are unable to provide an exact timeframe for completion.

Damage Claims

Any claim relating to damage occurring during transport must be accompanied by a video showing the opening of the box with the Swiss Quality Control VIU sticker still sealed. Claims submitted without this video will not be considered, regardless of the nature or extent of the damage observed. In particular, a photo of a single damaged item (for example, one individual cigar) without a video does not constitute valid grounds for a claim and will not be accepted.

Delivery Conditions

The name of the person placing the order must necessarily match the name of the person receiving the delivery. This returns and refunds policy does not apply to deliveries made to a warehouse, a pickup point, or any other third party, including but not limited to freight forwarding services, logistics warehouses, or any address that does not directly correspond to the customer's home or personal address.