Refund policy

Refund & Return Policy

At GS Cigar Company, customer satisfaction is our top priority. Our Refund & Return Policy ensures a transparent and seamless experience for our customers. Please review the details below.

Returns

Due to the nature of our products, we can only accept returns under the following conditions:

  1. Damaged Products: If your order arrives damaged due to shipping, please contact us within 48 hours of receiving the product.
  2. Incorrect Products: If you receive an incorrect item, notify us within 48 hours of delivery, and we will provide instructions for returning the item.

Eligibility for Returns:

  • The item must be unused, unopened, and in its original packaging.
  • Returns are subject to inspection before approval.

Non-Returnable Items:

  • Opened cigar boxes or individual cigars.
  • Custom or personalized orders.
  • Clearance or final sale items.

Refunds

Refunds are processed under the following conditions:

Damaged or Incorrect Items:

  • Once the return is received and inspected, we will notify you of the refund approval status.
  • If approved, the refund will be processed to your original payment method within 5–7 business days.

Order Cancellation:

  • Orders can be canceled within 24 hours of purchase for a full refund, provided the order has not yet shipped.
  • Once an order is shipped, it cannot be canceled.

Non-Refundable Circumstances:

  • Products damaged due to misuse or improper storage.
  • Returns or refund requests made after the designated time frame.

Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective items).
  • A prepaid shipping label will be provided for eligible returns related to damaged or incorrect items.

How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

  1. Email us at gscigarcompany@gmail.com with the following information:
    • Your name.
    • Order number.
    • A detailed description of the issue.
    • Photos of the item, if applicable (e.g., damaged product).
  2. Our team will review your request and provide instructions for the next steps.

Exchanges

Exchanges are only accepted for incorrect or defective items. Please contact us within 48 hours of receiving the item to request an exchange.

Additional Information

  • We reserve the right to deny a return or refund if the product does not meet the conditions outlined above.
  • Refunds will not include shipping charges unless the return is due to an error on our part.

Contact Us

If you have any questions or need assistance with a return or refund, please contact us:

  • Email: gscigarcompany@gmail.com
  • Phone: (743) 209-8320
  • Business Hours: M-F 8am - 5pm EST