returns and refunds

Refunds & Returns Procedure

 

Unused and Undamaged Products:

* Products in perfect, unused condition can be returned for refund or exchange within 14 days of the purchase date

* The goods must be received by us before a refund or exchange can be issued

* The cost of postage in both directions is to be born by the customer (ie. we will not refund the initial postage charge and the customer is responsible for the cost of returning the product to us)

Damaged Products:

* Damaged products can be returned for refund or exchange within 14 days of the purchase date OR within the manufacturers warranty period (ie. lighters)

* For products under £20 we will issue a refund or replacement without the goods being returned provided the customer can prove they arrived damaged (ie. a photograph)

* For products over £20 the damaged goods must be returned to us before a refund or replacement can be issued

* Any cigars that have been smoked cannot be replaced

* If a single cigar from a pack is damaged we can refund the value of the single NOT the entire pack

* Any refund will include the initial cost of postage and packaging and we can offer to cover the cost of return postage if a receipt is provided

Products Undelivered:

* Royal Mail First Class: we will replace the product if undelivered within 7 working days

* Royal Mail First Class Recorded: we will replace the product if undelivered within 20 working days. All Recorded deliveries must be fully tracked and investigated before a replacement is issued.

* Royal Mail Special Delivery 1pm: case by case basis

* UK Mail: case by case basis

* Parcel Force: case by case basis

* Any replacement products must be sent either by Royal Mail First Class Recorded or UK Mail

Packing Errors:

* If the wrong product has been sent it must be returned to us before we can replace or refund it (cost of postage is our responsibility)

* If part of the order is missing the missing product should be sent out at no extra cost to the customer

Havana House Hove – Returns Department 117 Church Road, Hove, East Sussex. BN3 2AF

Thank you for your order & review. We hope to see you order again soon.

 

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