General Return Policy
All cigar and tobacco purchases are final due to the consumable and regulated nature of the product, as required by Ontario law. Returns on cigars are only accepted if the product arrives damaged or has a confirmed manufacturing defect. Proof of issue (clear photos or video) may be required.
Cigar accessories – such as cutters, cases, lighters, ashtrays, and humidors – are eligible for return within 14 days of delivery, provided the conditions below are met. This 14-day window begins on the day you receive your order.
Eligibility for Returns
We accept returns on cigar accessories within 14 days of delivery, provided that:
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Item is unused and in its original condition
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Original packaging is intact
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Receipt or proof of purchase is included
Please Note -
Inspect all items as soon as they arrive. The 14-day return window begins on the day of delivery, regardless of whether packaging has been opened.
Non-Returnable & Final Sale Items
The following are final sale and cannot be returned under any circumstances:
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All cigar and tobacco products (as required by Ontario law)
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Opened humidification products
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Personalized or engraved items
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Items marked as final sale or clearance
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Any product showing signs of physical damage or misuse
Defective or Damaged Items
If you receive a defective or damaged item, contact us within 48 hours of delivery. We will cover return shipping and offer a full refund or replacement at our discretion. Clear photo or video evidence of the defect is required to initiate a claim.
Wrong or Missing Items
If your order is missing items or includes something you did not order, please contact us within 48 hours of delivery at orders@havanacastlecigars.com. Once we verify the issue, we will arrange a prepaid return label for any incorrect items and ship the correct ones at no additional cost.
Failed Age Verification
Important
If a package is returned to us due to failure to provide valid Proof of Age upon delivery, the order is considered non-refundable. Additional shipping fees may apply for re-delivery.
All shipments require age verification at the time of delivery. The carrier will not release your package unless you can provide valid government-issued ID proving you are 19 years of age or older. If you are underage, do not attempt to place an order.
Return Process
To initiate a return, follow these steps:
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Email us at orders@havanacastlecigars.com with your order number and a description of the issue
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We will respond within 2 business days with return instructions and, where applicable, a prepaid return label
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Return shipping costs are the customer’s responsibility unless the return is due to our error or a confirmed defect
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Items must be securely packaged; we strongly recommend using a tracked and insured shipping method
Refunds & Store Credit
Approved refunds are processed within 6 business days of receiving and inspecting the returned item. Refunds are issued to the original payment method used at checkout. Please allow one full billing cycle for the refund to appear on your statement.
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Original shipping charges are non-refundable
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Refunds will not be issued for items returned without prior authorization
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Items returned outside the eligible window or without required documentation will not be accepted
Product Exchanges
Items that are defective on arrival or fall within the eligible return period may be exchanged for the same item. If the original product has been discontinued or is no longer available, we will provide a comparable alternative at our discretion.
Contact Us
For any return or refund inquiries, please contact us at:
Phone: +1 (647) 332-0440
Email: orders@havanacastlecigars.com
Hours: Monday to Friday, 10 AM – 4 PM EST