Refunds & Returns Procedure
Please note it will take 3-5 working days for your bank to credit the amount once we have processed the refund and notified you via e-mail or over the phone.
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. We need written confirmation of cancellation from you, so you’ll need to get in touch using any of our available contact options to let us know you’d like to cancel your order under the Consumer Contracts Regulations 2013.
- If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Standard Delivery to you upon request even if you’ve used one of our quicker delivery options. For example, if you pay £5.95 for a first class delivery service but the cost of Standard Delivery is £3.95 then we will refund you £3.95. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
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 or disposed of 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 standard postage and packaging and we can offer to cover the cost of return postage if a receipt is provided, in most cases we will send you a stamped returns bag.
Products Undelivered: 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.
Replacement products will be sent either by Royal Mail Tracked 24 or with a Courier.
Wrong Address: If you make an error with your address please get in contact as soon as possible so that we can change the address for you before your order is sent. If the order is sent out to the wrong address you will have to pay to have your order resent. This is our standard delivery charge of £3.95
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 and we will normally send a stamped returns bag or will refund you if you provide us with a receipt of postage)
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
( Please add your order number so we know who you are and also let us know if you want a replacement, exchange or a refund)
Please send your returns to the address above, you must include your order number and the reason you are returning the item(s) we advise that you send the order back with tracking so it can be traced back to us upon delivery. We suggest sending back items in protective packaging so they are not damaged further. If the returns is not delivered and confirmed by Royal Mail or Courier we can not refund or replace your item.