Returns & Dispute Resolution & Payment
Acceptable Claims (must be submitted within 48 hours of delivery with full evidence):
- Item not matching order (e.g. wrong brand or specification)
- Damage in transit affecting integrity or seal
Not accepted:
- Opened cigar, subjective taste issues, time delay beyond 48 hours, or normal natural variations (e.g. color/humidity).
Claim Submission Process
Email customer service including: order number, description, photos of packaging & damage, and unboxing video.Response within 5 business days.
Approved returns shipped to Swiss warehouse; customer may choose refund or replacement.
Refund Terms
- Valid quality issues: full refund including original shipping.
- Customer‑initiated cancellation: refund of 85% of product value.
Pricing
- Prices shown in Swiss Francs (CHF), inclusive of Swiss VAT (8.1%). International customers may pay local import duties.
Accepted Payment Methods
- Visa, Mastercard, PostFinance, , IBAN bank transfer.
- All transactions secured by SSL encryption; payment data not retained by us, handled by PCI‑DSS compliant processors (e.g. Stripe).
Order Changes & Cancellations
- Cancellation before dispatch permitted with 15% processing fee.
- Orders cannot be modified or cancelled once shipped.
