At Prestige Cigars UK, customer satisfaction is our top priority. We understand that purchasing premium cigars online requires trust, and we want you to feel fully confident with every order. Our Returns & Refund Policy is designed to be transparent, fair, and simple — ensuring that every customer receives the quality and care they expect from a respected cigar retailer.
Eligibility for Returns
Because cigars are a perishable, consumable product, we can only accept returns under specific conditions. Returns are eligible when:
- You receive the wrong item or quantity.
- Your order arrives damaged or in unsatisfactory condition.
- The product received differs significantly from the description on our website.
To qualify for a return or replacement, please contact us within 48 hours of receiving your order. We’ll review your claim promptly and arrange a suitable resolution.
Non-Returnable Items
For quality and safety reasons, we cannot accept returns of cigars that have been opened, cut, smoked, or otherwise used. Cigars are sensitive to humidity and temperature, and once unsealed, they can no longer be resold or guaranteed fresh.
However, if your cigars arrive in poor condition due to transit damage or packaging issues, please contact us immediately with photos, and we’ll resolve the issue fairly and efficiently.
Damaged or Incorrect Orders
If your package arrives damaged or you receive the wrong product, contact us within 48 hours of delivery. Please include your order number, a clear description of the problem, and photos of the item(s) and packaging.
Once verified, we will:
- Send a replacement at no extra cost, or
- Offer a full refund to your original payment method.
We handle every case with care and urgency to ensure a smooth experience.
Refund Process
Once your return or claim has been approved, refunds are processed promptly. Depending on your payment method, it may take 3–7 working days for the amount to appear in your account.
Refunds are always issued using the same payment method originally used for the purchase.
We accept the following:
- Debit and Credit Cards (Visa, MasterCard, American Express)
- Cryptocurrency
- Alipay
All payment information is encrypted and handled securely to ensure your financial protection.
International Orders
For customers outside the UK, we guarantee the same level of care and fairness. If an international order is lost, damaged, or significantly delayed, please contact us and our team will coordinate with the courier to resolve it.
Because we manage customs clearance on your behalf, international customers rarely face complications — but if issues arise, we handle them promptly and professionally.
Exchanging Products
Exchanges are available in limited cases, such as receiving the wrong cigar line or size. Please contact us before returning any item, so we can confirm availability and provide return instructions.
Exchanges are not possible for cigars that have been opened or altered from their original packaging.
Returning Your Order
If a return is authorised, our team will provide you with the correct return address and instructions. Please ensure cigars are:
- Kept in their original, sealed packaging.
- Stored in proper humidity conditions before shipping.
- Packed securely to avoid damage in transit.
Return shipping costs are the responsibility of the customer unless the return is due to our error or damage in transit.
Refund Exceptions
We reserve the right to refuse returns or refunds for cigars that show signs of use, have been exposed to poor storage conditions, or are returned outside of the eligibility window. Each request is reviewed individually and handled with fairness and respect.
Contact Us
For return authorisations, refund requests, or any concerns, please reach out to our customer care team.
📧 Email: contact@prestigecigarsuk.com
We respond to most inquiries within 24 hours on business days. Our goal is to resolve every case with professionalism and integrity.
Frequently Asked Questions
Can I return cigars after opening them?
No. For quality and hygiene reasons, opened cigars cannot be returned. However, if your cigars arrived damaged or incorrect, contact us immediately for a replacement or refund.
How do I request a refund?
Simply email our support team within 48 hours of delivery. Provide your order number, details of the issue, and photos if possible.
Do you cover return shipping costs?
Yes, if the return is due to our mistake or damage in transit. For all other reasons, the customer covers return postage.
How long does it take to receive my refund?
Once approved, refunds are typically processed within 3–7 working days.
Can I exchange cigars for a different brand?
Exchanges are possible only if you received the wrong product. Otherwise, you may place a new order once your refund has been processed.
Do you accept refunds for international orders?
Yes. We handle international refund requests in the same way as UK orders, ensuring full transparency and customer satisfaction.