Refund policy
For goods purchased through our online shop, you as a consumer have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason. To meet the deadline, it is sufficient for you to notify us of your decision to withdraw from the contract no later than on the last day of the 14-day period.
To exercise your right of withdrawal or to start the return process, you may use the following options:
If you have a customer account:
You can submit your withdrawal from the contract or a request to return the goods after logging in to your customer account here:
Withdraw from the contract here
If you do not have a customer account:
You can submit your withdrawal from the contract or a request to return the goods using the form available at the following link:
Withdraw from the contract here
Please send the returned goods to the following address:
Cigars s.r.o.
Sadová 535
671 82 Dobšice
Czech Republic
Please send the goods back to us without undue delay, and no later than 14 days from the day on which you informed us of your withdrawal from the contract.
The direct costs associated with returning the goods are borne by the customer.
The goods should be returned complete, undamaged and ideally in their original packaging. The consumer is responsible for any decrease in the value of the goods resulting from handling the goods in a way other than what is necessary to establish their nature, characteristics and functionality.
Please include a copy of the proof of purchase or another detail that allows us to identify your order with the returned goods.
If you have any questions regarding withdrawal from the contract or return of goods, you can contact us at info@luxuryhumidors.eu.
Damaged, defective or incorrectly delivered goods
Please check your order upon delivery. If the goods are defective, damaged or if you received an incorrect item, please contact us as soon as possible at info@luxuryhumidors.eu so that we can assess the situation and propose a suitable solution.
In the case of defective or incorrectly delivered goods, the rules for complaints and liability for defects apply.
Exceptions to the right of withdrawal
Certain types of goods cannot be returned under the 14-day right of withdrawal. This applies in particular to goods made or modified according to the customer’s wishes, personalised goods, or goods for which return is excluded by law.
If you are unsure whether a specific exception applies to the goods you purchased, please contact us at info@luxuryhumidors.eu.
Gift cards and vouchers cannot be returned after they have been redeemed.
Exchange of goods
If you wish to exchange the goods for other goods, we recommend returning the original goods according to the procedure described above and then placing a new order for the desired goods.
Refunds
Once we have received the returned goods, we will inspect their condition and inform you about the next steps.
In the event of withdrawal from the contract, we will refund the payments received from you, including the delivery costs to you, but only up to the amount corresponding to the cheapest standard delivery method offered by us.
The refund will be made using the same payment method that you used for the original transaction, unless we agree otherwise together.
The refund will be made without undue delay and no later than 14 days from the day of withdrawal from the contract. However, we are not obliged to make the refund before we have received the returned goods or before you have provided proof that you have sent the goods back to us.
Please note that the payment processing may also take some time on the side of the bank or payment service provider.
Business purchases
The right to withdraw from the contract within 14 days applies to consumers. In the case of a purchase made by a business or entrepreneur, the terms and conditions and the applicable legal regulations apply.