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. By placing an order, you confirm your agreement with this policy.

How to File a Claim

A claim is only registered and reviewed when sent by e-mail to info@zacigars.com. Requests sent via social media, WhatsApp, WeChat or other platforms are not considered valid.

You must attach clear, high-resolution close-up photos of every damaged item, on which the damage is unambiguously visible. Items for which such close-up photos are not provided within the applicable claim period are not eligible for a money refund.

Damaged Goods — Claim Period

If your cigars arrive damaged, you must report it to us within 7 days of receiving your order, together with the close-up photos described above. We cannot offer credit, replacements, or refunds for damage reported after this period.

Where a claim is approved, a money refund (UnionPay, Visa, Mastercard) can only be issued within 35 calendar days from the date the order was placed. After this period, any approved refund is issued as a promo code instead. For long-distance destinations where transit alone may approach or exceed this window, an approved refund will likewise be issued as a promo code.

What Is Not Refundable

The following are not eligible for a refund:

• Cigar bands;
• Roll quality and other characteristics that depend on the manufacturer and are outside our control;
• Variation in wrapper-leaf shades within the same box;
• Minor box dents that do not impair the box’s function;
• Discoloration of the wrapper leaf.

Packs Category

Products in the “Packs” category may have band imperfections and are supplied bundled (in cellophane or similar packaging). Claims regarding packaging and bands for the Packs category are not accepted or reviewed. By ordering from this category, you confirm your agreement with these rules.

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 info@zacigars.com. 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 will apply once the parcel is returned to our warehouse.

Goods Delivered by Mistake or in Excess

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 info@zacigars.com for return instructions.

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, or damaged goods by destination countries customs.

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.

Contact

Zatabak LTD · Company number: 16290571
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
E-mail: info@zacigars.com

Last updated: 21.10.2026