Refund Policy

Refund & Return Policy

Last updated: 28 July 2026

At HABANO & ALMA, we want you to be completely satisfied with your order. Because premium cigars are perishable, humidity-sensitive products intended for personal consumption, returns are handled differently from ordinary retail goods. Please read this policy carefully before placing your order. This policy applies alongside, and does not limit, any non-waivable rights you may have under the consumer-protection laws of your country of residence.

1. Products that cannot be returned

For reasons of hygiene, product integrity and quality assurance, the following items are final sale and cannot be returned, exchanged or refunded once they have left our care in sound condition:

Cigars, cigar boxes or accessories whose seal, cellophane, packaging or humidor packaging has been opened, unwrapped or tampered with;
Products that have been smoked, partially used, or otherwise consumed;
Items reported as damaged solely due to humidity loss, drying, cracking or bloom that occurred after delivery and outside our control (for example, improper storage by the recipient);
Gift cards, promotional items and clearance products marked "final sale."

We inspect and condition every order before dispatch. Cigars are living, organic products, and minor natural variation in colour, veining, wrapper texture and aroma is characteristic of handmade cigars and is not considered a defect.

2. Damage in transit

We package every shipment with care. If your order arrives visibly damaged, crushed, or with a compromised seal caused during transport, you may be eligible for a replacement or refund, subject to verification. To make a transit-damage claim you must:

Contact us within 48 hours of the delivery date;
Provide your order number and clear photographs of the outer packaging, the shipping label, and the damaged product as received;
Retain all original packaging and contents until the claim is resolved, as the carrier may require inspection.

Claims submitted without supporting evidence, or after the reporting window has closed, may not be accepted. Once a claim is approved, we will arrange a replacement (subject to availability) or a refund of the affected items.

3. Incorrect or defective items

If you receive an item that is not what you ordered, or that has a genuine manufacturing defect present at the time of delivery, please contact us within 14 days proof of delivery, together with your order number and photographs. Where a return is required, do not open or use the product; we will provide return instructions before you send anything back.

4. How to start a request

All refund, replacement and damage requests must be initiated by email before any product is returned. Please write to admin@habanoalma.com with:

Your order number;
The item(s) affected;
A description of the issue and supporting photographs.

Do not return any item to us without prior written authorisation. Unauthorised returns may not be accepted or refunded, and return postage for such shipments will not be reimbursed.

5. Refunds

Where a refund is approved, it will be issued to the original payment method used at checkout. Please allow up to 14 days after approval for the refund to be processed; the time for the funds to appear on your statement depends on your bank or card issuer. Unless required otherwise by applicable law, original shipping charges, and any import duties or taxes already incurred, are non-refundable. Where you are responsible for returning an item, return shipping costs are borne by you unless the item was incorrect or defective.

6. Order cancellations

If you wish to cancel an order, contact us as soon as possible. We can only cancel or amend orders that have not yet been dispatched. Once an order has been handed to the carrier, it is treated as shipped and this policy's return provisions apply.