At ZaCigars, we are committed to ensuring a smooth and transparent shopping experience. Please read our return and refund policy carefully before placing an order.
Damaged Goods
If your cigars arrive damaged, you must contact us within 7 days of receiving your order. Unfortunately, we cannot offer credit, replacements, or refunds after this period.
In case goods were delivered by mistake or in excess, they must be returned within 7 days in their original packaging and unit of packaging. The buyer is responsible for return shipping costs. Please contact us at [email protected] for return instructions.
Order Cancellation
The Client may request to cancel an order before it has been shipped. If the order has not yet been dispatched, we will approve the cancellation and issue a refund minus a cancellation fee of 20% of the order total. The cancellation request must be submitted in writing to [email protected] Requests sent via social media, WhatsApp, or other platforms are not considered valid.
If the order has already been fulfilled at the time of receiving the cancellation request, or if the request is sent after the 24-hour period, a restocking fee of 60 EUR will apply once the parcel is returned to our warehouse.
Delivery Guarantee & Exceptions
We guarantee delivery for all orders. However, refunds will not be issued if delivery fails due to client-side issues, including but not limited to:
- Incorrect or insufficient shipping address;
- Failure to update address information after relocation;
- Absence at the delivery address;
- Claiming non-receipt despite tracking confirmation;
- Import restrictions or customs clearance refusal in the destination country.
In the event of a lost shipment due to other causes, we will reship the order at no additional cost.
If a parcel is returned to our warehouse in good condition, you may request a refund. A 20% administrative fee will be deducted from the order total, along with any fees or taxes related to re-importation into the sender’s country.
