Refund policy

A cigar is a living thing, and once a box has left our humidor and been signed for, we can no longer vouch for how it has been kept. For that reason, and because tobacco is an age-restricted product, our cigars are sold on the terms below.

Before your parcel is dispatched

You may cancel an order at any time before it is dispatched, for any reason, and nothing will be charged: your card is only charged when the parcel leaves. Write to the guest desk with your order number, or reply to your order confirmation.

If we cannot complete your order, because the age or identity check cannot be completed, because the address is one we cannot deliver to, or because the cigars are no longer available, we will cancel it and release the authorisation on your card. Depending on your bank, a released authorisation can take up to ten business days to disappear from your statement.

Once your parcel has been signed for

Cigars that have been delivered and signed for are not returnable, and we do not refund a change of mind. We make two exceptions, gladly:

Damaged in transit, or not what you ordered. Write to the guest desk within seven days of delivery with your order number and a photograph of the parcel and its contents. We will send a replacement at our cost or, if you prefer, refund the item.

A fault in the cigars themselves. If a cigar is unsound, plugged or has suffered in a way that is our responsibility, write to us within seven days with a description and photographs. We will replace or refund it. We ask that the remaining cigars stay in their box, unsmoked, until we have replied.

Parcels that return to us

If a parcel comes back because no one of 21 or over was available to sign for it, because the delivery was refused, or because the address was incomplete, we will refund the cigars less the carrier's charges for the outward and return journeys, or send the parcel again at our delivery charge if you ask us to. A parcel that comes back opened or in poor condition cannot be refunded.

How refunds are paid

Refunds are made to the card used for the order, never in cash or to another card, within ten business days of our agreeing the refund. The charge on your statement appears as ATTAIE TOBACCO PRODUCT, the wording California law requires, followed by our telephone number. If you do not recognise a charge, or something has gone wrong, please write to the guest desk first: we answer within one business day and can resolve almost anything faster than a bank can.

Samplers, gifts and the Host programme

The samplers are sold on the same terms as the boxes. A gift recipient may ask us for a replacement of damaged goods but a refund is made only to the card that paid. Cigars supplied to an Attaie Host under the Host programme are governed by the Host agreement.

Questions

The guest desk: guestlist@attaiecigars.com. Attaie Cigar Company, Fremont, California.