Refund and Return Policy

Return
Our goal is your satisfaction. If you are not satisfied with your order, please contact us within 14 days of receiving it.
Goods must be returned undamaged, in their original packaging, and as full units. All returns must be sent via the National Official Postal Service.
The buyer is responsible for return shipping costs.
* If the customer refuses to pay customs duties and taxes, the product can be returned for a refund. Please refer to the RESHIP and REFUND sections for more details.
* For shipments held at customs due to local tobacco import regulations, the customer is responsible for contacting customs and arranging the return. Please refer to the RESHIP and REFUND sections for more details.

Reship
1. If the order is not delivered to the customer and is returned to the sender by the postal service due to customer errors (such as wrong or missing address, zip code, name, or delivery failure), we offer two options:
Reship: The customer must pay the shipping fee for the order to be reshipped.
Partial Refund: Please refer to the REFUND section for further details.

2. If the order is not delivered to the customer and is returned to the sender by the postal service due to destination country customs regulations, we offer two options:
Reship: The customer must pay the shipping fee for the order to be reshipped.
Partial Refund: Please refer to the REFUND section for further details.

3. Whether the shipping insurance is used or not, if the customer refuses the delivery due to customs duties, taxes, or similar charges, the customer is responsible for returning the order to us. Once returned, the products will be inspected by our experts.
We offer two options to the customer:
Reship: The customer must pay the shipping fee for the order to be reshipped.
Partial Refund: Please refer to the REFUND section for further details.

4. If the customer has used shipping insurance and the order is lost due to the postal service in the origin or destination country, or it does not arrive within the designated time frame (lost status determined by the postal service, which may take up to 30 days), the order will be reshipped free of charge. Reshipping will only occur once. If the reshipment is also lost, responsibility will lie entirely with the customer, indicating an issue on the customer’s side.

5. If shipping insurance is not used and the order is lost in the destination country, the customer must obtain an official letter from the relevant postal service, confirming the loss, and provide it to us. The letter must be wet-signed; copied or scanned documents are not accepted.
Once we receive the official document, we will begin the resolution process.
We can offer only one option to the customer to ensure customer satisfaction:
Reship: If the customer pays 50% of the order amount, the order will be reshipped.

6. If shipping insurance is used by the customer and the order is seized by destination country customs, we offer two options:
Reship: The order will be reshipped free of charge, but only once. If the reshipment is also seized, responsibility lies entirely with the customer, as there is clearly an issue on the customer’s side.
Partial Refund: Please refer to the REFUND section for further details.

7. If shipping insurance is not used by the customer and the order is seized by destination country customs, we cannot be held responsible for any seizure caused by customs offices.
Customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries before placing an order.
We cannot send a replacement package or offer a refund.

*If the shipment is held at customs due to local tobacco import rules, the customer is responsible for returning the products to the sender. The products will be inspected upon return by our experts.
We offer two options to the customer if the order is returned to the sender:
Reship: The customer must bear the shipping fee for the reshipment.
Partial Refund: Please refer to the REFUND section for further details.

Refund
In order to receive a refund for your order;
1.The ordered product must be out of stock after payment for any reason (stocks are updated continuously). In this case, a full refund will be issued.

2. If the customer wishes to cancel the order after payment is completed, a partial refund will be issued. This is due to fees (payment provider fee and refund fee being deducted from the customer’s payment, as applied by the payment provider and bank. Fees may vary depending on the payment method chosen by the customer. Partial Refund

3. If the order is not delivered and returned to the sender by the postal service due to customer errors (e.g., wrong or missing address, zip code, or name, delivery failure, or no response from the receiver), we offer two options:
Reship: The customer must pay the shipping fee to reship.
Partial Refund: If the customer does not accept paying the reshipping fee, a partial refund will be issued after deducting fees (shipping, payment provider, and refund fees). Fees may vary depending on the chosen payment method.

4. Whether shipping insurance is used or not, if the customer refuses delivery due to customs duties, taxes, etc., the customer is responsible for returning the order to us. Products will be inspected upon return by our experts. We offer two options:
Reship: The customer must pay the shipping fee to reship.
Partial Refund: If the customer declines to pay the reshipping fee, a partial refund will be issued, minus applicable fees (shipping, payment provider, and refund fees).

*** If the shipment is not returned, no refund will be provided.

5. If shipping insurance is used and the order is seized by destination country customs, we offer two options:
Reship: The order will be reshipped free of charge, but only once. If the reshipment is also seized or lost, responsibility lies entirely with the customer.
Partial Refund: A partial refund will be issued after deducting fees (shipping, insurance, payment provider, and refund fees). Fees may vary depending on the payment method chosen.

6.If shipping insurance is not used and the order is seized by destination country customs, we cannot be held responsible for any seizure caused by customs offices.
Customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries before placing an order.
We cannot send a replacement package or issue a refund.

*If the shipment is held at customs due to local tobacco import rules, the customer is responsible for returning the products to the sender. Products will be inspected by our experts upon return.
We offer two options:
Reship: The customer must pay the shipping fee for reshipping.
Partial Refund: If the customer declines to pay the reshipping fee, a partial refund will be issued, deducting fees (shipping, payment provider, and refund fees).

*If the shipment is not returned, no refund will be provided.

Please note that cigarsofdubai.com reserves the right to reship or refund based on these terms.

Cancelation
If the customer wishes to cancel an order (before it has been shipped), simply send an email to [email protected] with your cancellation request. Your request will be processed as soon as possible.

Chargeback Policy
For a customer to request a chargeback, cigarsofdubai.com must be proven to have violated the stated terms, with valid documentation provided to the customer’s bank. Fraudulent chargeback attempts will result in legal action by cigarsofdubai.com and its legal representatives.
By using this website, you agree to all the terms and conditions stated above. If you disagree with any part of these terms, please do not use this website.

For assistance, contact [email protected].
All communication must be in English.

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