Terms & Conditions for Sale

The minimum permitted age to order goods from this website is 18 years old and over. 

Satisfaction Guarantee: For your extra peace of mind all purchases are covered by our 14-day exchange or money back guarantee (excluding any carriage charges incurred). If you change your mind for whatever reason, return the unused item(s) in their original unopened packaging to Havana House, Windsor, accompanied with the receipt/invoice and we will be pleased to offer you an exchange or refund – no hassle, for your total peace of mind.

Payment: All prices are in pound sterling and are inclusive of VAT at the current rate. Payment can be made securely using one of the following methods: MasterCard/Visa/Switch/Solo/Maestro and American Express card via our website or post or telephone. We also accept electronic bank transfers. All payments are subject to validation checks and where required, authorisation by the card issuer. If the issuer of your payment refuses to authorise, we have the right to cancel the order.

Availability: We aim to hold all items in stock; however should an item be more popular than we expected, there might be occasional delays when ordering. If this does occur then an advice note will be attached with your invoice. Sometimes we may experience difficulties with the supply of certain products and may therefore provide a substitute of the same or better quality at no extra cost. The majority of our deliveries are made within 2-3 working days of payment authorisation if the products are in stock. Havana House will advise, regarding the delivery date for out of stock items. When an order is requested for priority despatch, the goods are dispatched within 2 working days of payment authorisation. Please note that we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods that are beyond our reasonable control e.g. natural disasters, rioting, floods, fire etc. In the unlikely event that your product appears lost or is damaged in transit please contact us.

Damaged Goods: All your goods should arrive in perfect condition; however, if you do receive goods that appear to be faulty or damaged, please notify Havana House within 72 hours of the receipt by contacting our customer service department. This applies to any items that may appear to be missing. The company will do everything possible to ensure your delivery arrives on time and intact. We will not accept responsibility for any additional expenses that may have occurred due to late or incomplete deliveries.

Local Customs Charges: Some International deliveries may incur local customs charges. We are not responsible for the payment of any local Customs or Duties. All invoices will be stated at their true value, no exceptions will be made. By purchasing from www.havanahouse.co.uk you are accepting full responsibility for these charges.

Delivery: All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

When your order is dispatched you will recieve an e-mail with tracking information. Please note we can't investigate a lost parcel/delivery after 2 months of the dispatch date so please make sure you get in contact before that period ends.

We aim to delivery all orders as quickly as possible. Delivery times stated on the website are in no way a guarantee and are based on approximations. This is due to third party factors, that may cause delays.

Right To Cancel: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

  • The fourteen calendar days start from the day after you receive your order.
  • If you're returning your whole order and you've paid for delivery we'll refund the cost of Standard Delivery to your country 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.
  • 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 have already received your order, you will need to return to us the items from your order that you wish to cancel. 
  • The items you return must be in their original condition and will be inspected once we have received them.
  • We try hard to accept all returns. It is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us.

Specification: Every effort has been made to ensure that the specifications on this website are correct at the time it is printed; however technical data, dimensions and weights serve only as a guide. Sometimes product specifications may change in such instances we will do our very best to inform you when placing your order. All our sizes and measurements are approximate and the utmost care is taken to ensure the accuracy of these dimensions. No guarantee is given/implied that the goods are true in detail to the description or illustrations published.

Printing & Pricing Errors: Please Note, Prices advertised on this site are for online purchses only and will not apply in our physical storesIn the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to a contract being made.

Security: When you shop with us via our website, all your financial transactions are entirely secure. Our secure server software encrypts all your payment card details. The process scrambles all of the information, allowing no unauthorised third party to intercept the data. If you are experiencing problems connecting via our secure server please check that you have SSL switched on in your browser.

Complaints Procedure: In the event that we fail in meeting our high standards of customer service please contact us via: Online Customer Services:

Tel: +44 (0)203 884 0006

The Windsor Cigar Shop

44, Thames Street, Windsor SL4 1PR

Statutory Rights: These terms and conditions do not affect your statutory rights as a customer.

Product Guarantee: All products carry a standard 12 month guarantee* (unless stated). If your product should fail within this period, please contact our customer services department. If your purchase develops a fault within 14 days of the receipt, we will generally exchange or refund the item provided it is in 'as-new' condition. This does not apply to faults caused by accident, neglect or misuse, for which there will be no refund or exchange. This does not affect your statutory rights. If your purchase develops a fault after 14 days (and within its 12-month guarantee) we will organise a repair or exchange of the product for you, free of charge (UK only). This does not apply to faults caused by weather damage, accident, neglect or misuse for which there can be no refund or exchange.

Delivery Costs: Our delivery charges are simple.

  • Delivery charge from £3.95 applies to all orders to the value of £49.99 or less
  • Orders over £50.00 delivery charge will be Free and a Royal Mail Second Class tracked service will be used
  • Additional delivery charges may apply at the customers discretion
  • Cigar ashtrays, Humidors and bottles of Alcohol may incur a delivery charge of £10.00
  • Delivery to outside of the UK may incur additional charges and these will be notified to you prior to shipping

Changes to the Website: We reserve the right to make changes to this website, the disclaimers and the terms and conditions at any time without prior notice. For any more information please call our helpline +44 (0)20 3884 0006

 

4 thoughts on “Terms and Conditions

  1. roraidhscott says:

    Hello,
    Could you tell me how your ‘points’ system operates ?
    Many thanks.
    Roraidh Scott

    • Ross says:

      Once your points have been verified from a previous purchase you can apply them in the basket/checkout.

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