This Goods Return and Refund Policy (“Policy”) sets out the rules regarding returns and refunds when using our cigar online sales service (“Service”). The Company reserves the right to amend this Policy at any time. The updated version will be published on this website and will take immediate effect.
1. Inspection upon Receipt
- Upon receipt, please open the package immediately to inspect the goods.
- All packages dispatched from our warehouse use standardized packaging.
- If, before signing, you notice any of the following issues (please request the courier to mark “outer packaging damaged” on the delivery slip):
- Obvious damage to the outer packaging
- Crushing or severe deformation
- Signs of repackaging
- Dents on the carton
- Please take photos at the delivery site before signing. (If not marked, the package will be deemed intact, making claims difficult.)
- In case of the above or other issues:
- Retain the complete inner and outer packaging (including courier packaging).
- Contact the Company promptly by email within the valid period for assistance and follow-up to protect your rights.
2. Return Request
- If the product is defective, the user must contact the Company by email within 3 days of receipt and provide proof.
- Users must retain the complete inner and outer packaging and all accompanying materials. Returned goods that cannot be restored to their original condition may affect return eligibility or incur partial charges.
3. Refund Arrangement
- Upon receiving the returned goods, the Company will notify the user of the refund arrangement by email. The user must reply within 5 business days to choose a refund method:
- Original Refund: Refunded to the bank account after deducting the initial shipping fee.
- Xi Credit Refund: Credits valid for 12 months; expired credits cannot be used or refunded.
- Initial shipping fee: USD 35 per package. If the product value is below USD 40, 20% of the total value will be deducted before refund.
- Refunds will be processed within 10 business days. Actual receipt depends on the bank or payment platform cycle (usually 8–10 weeks).
4. Special Provisions
- Cigars are consumable goods; unless defective or required by law, returns are generally not accepted.
- Packaging may be updated periodically and may differ slightly from website images. During transition periods, old and new versions are shipped randomly; returns are not accepted for this reason.
- Packages beyond the valid processing period will not be accepted under any circumstances.
5. Contact Information
For any questions regarding this Policy, please contact:
- Email: info@xicigar.com
- Address: 63B San Hong Street, Sheung Shui, New Territories, Hong Kong
- Customer Service Phone: 9747 9504
