Refund and Exchange Policy

At Definition Cigars, we are committed to delivering not only premium-quality products but also exceptional customer service. We understand that, on rare occasions, items may be damaged during shipping. When this happens, our goal is to ensure that you are satisfied with your purchase and that the issue is resolved promptly and efficiently with our refund policy.

Refunds and Exchanges for Shipping Damage

If you receive an item that has been damaged during shipping, we offer the option of a refund or exchange. To take advantage of this, it is essential to notify us immediately upon delivery of the damaged item. Notifications must be made within 24 hours of delivery to qualify for a refund or exchange. Unfortunately, requests made beyond this time frame will not be eligible.

How to Initiate a Refund or Exchange

To start the refund or exchange process, please contact our customer service team at [email protected]. To help us process your request quickly, please include the following in your email:

• Photos of the damaged item and its packaging
• A brief description of the damage
• Your order details, including the order number and delivery date

Once we receive this information, our team will review your request and determine whether a refund or exchange is appropriate.

Returning the Damaged Item

If your request is approved, we will provide detailed instructions on how to return the damaged item to us. Please note that while you are responsible for covering the cost of shipping the damaged item back to us, we will cover the cost of shipping the replacement item to you.

Important Exceptions

We cannot offer refunds or exchanges for:

• Items that have been opened, used, or damaged due to misuse or neglect
• Items that are not damaged during shipping

Need Assistance?

If you have any questions about our refund and exchange policy or require assistance with a damaged item, don’t hesitate to contact us at [email protected]. We are here to help and are dedicated to ensuring that your experience with Definition Cigars meets and exceeds your expectations.

Thank you for choosing Definition Cigars, where your satisfaction is our priority.