At Definition Cigars, we are committed to providing our customers with high-quality products and exceptional customer service. We understand that sometimes items may be damaged during shipping, and we want to make sure that our customers are satisfied with their purchases.
If you receive an item from Definition Cigars that is damaged during shipping, we offer refunds or exchanges. However, it is important to notify us immediately upon delivery of any damages. If there is no notification within 24 hours after delivery, then no refund or exchange will take place.
To initiate a refund or exchange, please contact our customer service team at [email protected]. We will require photos of the damaged item and its packaging, along with a brief description of the damage. Once we receive this information, we will review your request and determine if a refund or exchange is appropriate.
If we determine that a refund or exchange is appropriate, we will provide you with instructions on how to return the item to us. You will be responsible for shipping the item back to us, and we will cover the cost of shipping the replacement item back to you.
Please note that we are unable to offer refunds or exchanges for items that have been opened, used, or damaged due to misuse or neglect. Additionally, we do not offer refunds or exchanges for items that are not damaged during shipping.
If you have any questions about our refund policy or need assistance with a damaged item, please do not hesitate to contact us. We are always here to help and strive to provide our customers with the best possible experience.