Return Policy

Question
What is your return policy?
Answer

100% Satisfaction Guaranteed

You can easily return most items purchased at NeptuneCigar.com within 30 days of delivery. Returned items must be in new condition with original packaging and accessories. For more information about how your refund will be determined, please see our section below on calculating refund amounts.

If you are returning cigars, please send them in the original condition that you have received them, including packaging and accessories. Samplers and singles must be returned in a Neptune zip lock bag with humidifier pouch. Cigars that are shipped in cellophane wrap must be returned with their original cellophane wrapping.

Previously Lit or Half Smoked Cigars Policy:

Please do not return half smoked cigars. The half smoked cigars will not be refunded, and the odor of burnt tobacco will ruin the cigars that are left in the box. If you return a half smoked cigar with the rest of the cigars, we will not accept the return.

Cigars are handmade products and they sometimes have construction flaws that will interfere with your enjoyment. If you encounter a defective cigar, please take a picture of the flaw and email our customer service. Then, throw the cigar in the trash. However, if you have other cigars from the same box that you have not yet cut or lit or put in your mouth, please keep them as we may request some of those back to sample or send to the manufacturer for quality control.



Opened Cigar Boxes:

Some of our cigars are sold only by the box or bundle and not by the unit. In these cases, Neptune reserves the right to refuse a return. Please contact us for more information.

Hazardous Items (Butane, Lighters):

For safety reasons, items that use flammable liquids or gases such as lighters cannot be returned to Neptune Cigars. Please contact the manufacturer directly for service, warranty, return, and refund information. For assistance in contacting the manufacturer, please contact us.


How to Initiate Your Return

Please follow carefully the steps below:

  1. Contact us to ask for a Return/Exchange Authorization Request form. Please indicate your name, order number, items you’re returning, and reason for return. Include any pictures of the product if received damaged.
  2. We will provide you with a return label to ship the item(s) back to us and a return form via email. Fill out and print the form to send with the return.
  3. Neptune Cigars may determine that a refund can be issued without requiring a return. You will be notified by a Customer Service Associate if we do not require that you mail your item back for a refund.

Refunds

We will e-mail you as soon as we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 1-3 business days of our receiving your return. Usually it takes 2-5 business days for the credit to appear on your account. If the item you're returning was a gift, please note that the refund will be issued to the gift buyer.


Calculating Refund Amounts

  1. If you purchased a box of cigars and are not returning the full box, the cigars that you keep will be deducted from your refund at the selling price listed for the single on our website.
  2. Any item in original condition that is returned more than 30 days after delivery, refund will be equal to 80% of item's price.
  3. Any item that has obvious signs of use, refund will equal 50% of item's price.
  4. Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error, refund may be granted up to 50% of item's price.

Shipping Refunds

If you return an item using a return label provided by us and the reason for return is not a result of our error, the cost of return shipping will be deducted from your refund.

Shipping and handling charges are non-refundable, except when the return is a result of our error. If you return any items from an order that received Free Shipping, the original shipping cost associated with the returned item or items will be deducted from the refund amount.  If you returned only one item from a multi-item shipment, you will be reimbursed only for the shipping fee of the item you have returned.

Exchanges

You may also ask to receive a replacement or exchange for another item. No restocking fee is charged, excluding special orders, if the items are returned in perfect condition within 30 days of receipt of shipment.

International Orders

Orders returned unclaimed by the Post Office or that are refused by the customer abroad will be refunded minus shipping charges and a 25% restocking fee.

By Luzzie Normand
Co-Founder & Editor; Neptune Cigars Inc.
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