Returns Policy

Returns Policy / Terms & Conditions

  • If the box/item delivered to you is not what you ordered. Please notify us within 24 hours of receiving the order and your box will be replaced free of cost.
  • If the item is defected please WhatsApp or email us a picture of the defected item in 24 hours of receiving the order. We offer money back guarantee on defected items reported in 24 hours of receiving the order.
  • Please check the authenticity of Cuban Cigars from our “Authenticity checker”.
  • If any cigar is used or replaced from a box, the money will not be refunded.
  • In case of return/exchange, returning the order is customer's responsibility. If any product or cigar gets damaged while returning it to our head office, the money will not be refunded/product will not be replaced.
  • No refunds will be issued on account of taste, draw, construction, or aroma. Cigars are made from a natural leaf and variance between boxes is to be expected.
  • We will not be responsible for non-deliveries if the address provided was incorrect or if you refused the package due to duties and it was confiscated.
  • Cigar.pk reserves the sole and final decision in handling disputes.
  • We reserve the right to cancel any order without reason.
  • We will not be bound to honour any clearly incorrect prices on mailers or the storefront due to human error.
  • Anyone who misuses the one time use promotion codes will have their account terminated.
  • Under no circumstances will we undervalue or falsely declare consignment, please do not ask us to do this.
  • A full box can always be returned by the customer if notified in 24 hours. We require advance notice as well as a clear video of the condition of the sticks being returned. Once the box has arrived back in our warehouse, a full refund will be issued. It's mandatory for customers to make video while opening parcel for any claim, without which no claim will be entertained.
  • The same-day delivery in Lahore and Karachi is in selected areas only.
  • Same Day delivery in Lahore applies to Gulberg, Cavalry, Model Town, DHA, Mustafa Town, Johar Town and Cantt

What are counted as damaged cigars?

  • Beetle holes in Cigars

Before this stage the cigar is manageable. However, if the holes are there the cigar is considered damaged.

  • Torn or damaged Wrapper.

-Above is considered a damaged wrapper.

However, any damage that can go within 3 mins of burning is not considered a damaged cigar.

Secondly any tier or breakage that is under 1 cm is not considered as damage (on the foot, head or anywhere on the cigar).

The plum on the cigar is because of High humidity and can be easily treated before if turns into fungus. The white thing can be removed by a cloth or a tissue and the cigar can be kept in low temperature (10-16 Celcius) to fix this, and bring the cigar into perfect condition. Team SS will guide you.

Lastly, The representative should understand and make the customers understand; Cigar is a totally handmade product and comes to the consumer after more than 500 manual tasks from growing, manufacturing, distributing and then retailing. Minor irregularities are a constant in the world of premium cigars and are unavoidable.​