Refund and Returns Policy

Overview

At Fidel & Castro Cigars GmbH, we are committed to delivering premium, handcrafted cigars of exceptional quality. Due to the nature of our products, we follow strict hygiene and legal guidelines for returns and cancellations.

1. Order Cancellation

Orders may be cancelled within 24 hours of placement if they have not yet been processed or shipped.
Once shipped, cancellations are no longer possible.

2. Returns & Refunds

For health and legal reasons, tobacco products cannot be returned once opened or used.
If you receive a damaged or incorrect product, please contact us within 7 days of delivery, including a description and photo evidence.
After review, approved refunds will be processed to your original payment method within 5–10 business days.

3. Damaged or Lost Shipments

If your order arrives damaged, incomplete, or is lost in transit, please notify us immediately. We will liaise with our shipping partners to investigate and resolve the issue.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

4. Additional non-returnable items

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery