退款政策

Effective Date: 31/03/2025

Return & Refund Policy - nextCIGAR.com

1. Order Cancellation:

You may cancel your order for any reason up to the point that it is shipped.

To cancel an order, please contact our customer service team at support@nextcigar.com. 

Once an order has been shipped, it cannot be cancelled. You must take delivery and follow the return process outlined below.

Cancellation fees may apply due to currency exchange issues.

2. Eligibility for Returns:

Damaged or Defective: If you receive cigars that are damaged or defective upon arrival, you are eligible for a return.

Incorrect Items: If you receive an item different from what you ordered, you are eligible for a return.

3. Ineligible for Returns:

Personal taste or preference: Due to the perishable nature of cigars, returns are not accepted if you change your mind or do not like the product.

Subjective assessments of authenticity (suspected fakes): We guarantee the authenticity of all our products. If you have concerns, please contact us, and we will investigate. (We may request more information from you)

Promotional, closeout, and gift items are final sales and cannot be returned, refunded, or exchanged.

4. Conditions for Returns:

Timeframe: Returns must be initiated within 5 days of the delivered date, with photographic evidence (Packaging with the shipping label attached, product, and/or any visible damage, defect, etc.)

To be eligible for a return, the cigars must be in substantially the same condition that you received them.

Partial boxes of cigars may be eligible for a pro-rated refund at the company's discretion.

We cannot accept returns on cigars that have been cut, smoked, or otherwise altered.

The original packaging must be included with the return.

5. Return Process:

  1. Inspection Upon Receipt: Please inspect the package for any damage or discrepancies upon receiving your order.

  2. Initiate Return Within 5 Days: Contact our customer service (support@nextcigar.com)  within 5 days of receiving your order if you have an eligible return reason. Providing:

    • Your order number.

    • Detailed description of the issue (damage, defect, wrong item).

    • Clear photographs of the damaged, defective cigars or the incorrect item received.

  3. Return Acceptance: We will review your request and notify you within 5 days.

  4. Packaging and Shipping: Pack the cigars carefully in their original packaging and arrange return shipping to the return address stated below. Unless the return is due to our error, you are responsible for shipping costs and taxes.

Return address

Supernet Enterprises Hong Kong Limited, Workshop B, 6/F, Edwick Industrial Centre, No. 4-30 Lei Muk Road, Kwai Chung, NT, Hong Kong

  1. Inspection Upon Receipt of Return: We will inspect the returned cigars upon receipt to verify the reported issue. You will receive an update within 5 days of our receipt of the returned cigars. An email confirmation will be sent to you once we have received your returned parcel.

6. Refunds:

If your return is approved, we will process a refund to the original payment method or issue store credit, at your discretion.

Refunds will be processed within 7 business days of receiving and approving the returned cigars. While we process refunds within 7 business days of approval, it may take 7-14 additional working days for the funds to appear in your account due to processing times at your bank and the card payment company.

Your credit card bank may charge a fee for currency conversion on refund transactions.

Shipping costs and taxes are non-refundable, except in cases where we shipped the wrong item.

Important Notes:

We reserve the right to refuse any return that does not comply with this policy.

This policy is subject to change without notice.

7. Contact Information:

For return and refund inquiries, please contact us at support@nextcigar.com.