WE ARE GUIDED BY TRUTH AND CONFIDENCE, JUST AS OUR CUBAN ANCESTORS WERE.
Return & Refund Policy
Last updated: August 19, 2025
Brand/Operator: Cuban Heritage Selected Cigars, Corp
Contact: info@cubanheritageselectedcigars.com • +1 (786) 417-5872
Return address (RMA only): 6722 George Rd, Tampa, FL 33634, USA
Florida Retail Tobacco License: TOB3912833
1) Scope
We currently sell cigar boxes and single cigars.
All sales are final. Returns are only considered for the issues listed in Section 2.
U.S. orders only; purchaser must be 21+.
2) What we will fix
You must report any eligible issue within 7 days of delivery and follow the RMA process (Section 3).
Eligible issues:
Incorrect item shipped
Transit damage (physical damage to products or packaging)
Missing items from your shipment
Package lost/not delivered (see Section 6)
We do not accept returns for change of mind.
3) How to request help (RMA)
Email info@cubanheritageselectedcigars.com with your order number and a description of the issue.
For damage/incorrect/missing, include photos or video clearly showing:
the outer box with courier label,
internal packing materials, and
the affected product(s).
Wait for our reply with a Return Merchandise Authorization (RMA) and instructions.
Do not ship anything back without an RMA.
When a return is approved, we provide a prepaid return label for damage/incorrect/missing.
Ship the return by the date specified in your RMA email.
4) Product condition
Cigars: returns are only accepted for unopened boxes/packs with cellophane intact.
Partial returns are not accepted (e.g., 1–2 sticks missing from a box).
Non-returnable items: any opened tobacco.
5) Who pays shipping & who bears the risk
For damage/incorrect/missing, we cover return shipping with a prepaid label once approved.
For any other scenario (if ever approved), the customer is responsible for return shipping.
Until we receive the return, the risk of loss remains with the customer.
6) Lost / not delivered shipments
A shipment is considered lost if there are no carrier updates for 10 days after the last scan.
We will open a carrier claim and verify the address with you.
If confirmed lost, we’ll replace the order; if the same items are unavailable, we’ll refund instead.
If a package is addressed incorrectly by the customer, refused, or unclaimed, shipping is non-refundable and any re-shipment will be at the customer’s expense.
7) Age-verification outcomes
If an order fails age verification (or is returned for that reason), we will cancel and refund the order minus any non-recoverable processing and/or shipping costs if the package had already shipped.
8) Quality notes & inspection on arrival
Natural variations in draw, flavor, or burn and effects from heat/cold in transit are not covered, unless there is obvious physical damage documented as in Section 3.
Please inspect your order within 24–48 hours of delivery and retain all packaging until your claim is resolved.
9) Refunds vs. replacements
Our default resolution is a like-for-like replacement. If the item is out of stock, we’ll issue a refund.
Refund method: to the original payment method. Original shipping charges are not refundable.
Processing time: up to 10 business days after we receive and inspect any return or complete the carrier claim.
10) Cancellations & order changes
You may request a cancellation or change until the order enters “fulfillment processing.”
Once an order is picked/packed, it cannot be canceled.
11) Promotions & discounted orders
Refunds on discounted orders are based on the price actually paid (after coupons or promotions).
If a promotion required returning a free gift/bundle, we may require the entire bundle to be returned for a refund.
12) Customer support
Target response time: within 2 business days
13) Changes to this policy
We may update this policy from time to time. The “Last updated” date above reflects the latest revision.