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)

* All damaged goods must be reported and returned to us before a refund or replacement can be issued

* Any cigars that have been smoked cannot be replaced – if you find an issue with your cigar, please stop smoking it, contact us and we will send a returns bag to you. Once we have the cigar and have confirmed the issue we will replace the cigar. If you report a smoking issue with the cigar but do not return the cigar we will not be able to replace the cigar.

* If a single cigar from a pack arrives damaged we can replace the single cigar 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 14 working days after an investigation has been opened with Royal Mail. We will confirm when the investigation process has been started with Royal Mail.

* Royal Mail First Class Recorded: we will replace the product if undelivered within 14 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

* DPD: case by case basis

* Parcel Force: case by case basis

* Replacement products will be sent either by Royal Mail Tracked 24 or with a Courier

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 will be sent out at no extra cost to the customer

Havana House Windsor – Returns Department

The Windsor Cigar Shop

44 Thames Street

Windsor

Berkshire

SL4 1PR

(Order Number)

Please send your returns to the address above, you must include your order number and we advise that you send the order back with tracking so it can be traced back to us upon delivery.