Refund Policy

Refund & Return Policy

Last updated: 31 July 2026

HABANO & ALMA is operated by CLEAR MIST S.L. UNIPERSONAL (CIF B93769388), Calle de Antonio López, 234, Puerta BJ, 28026 Madrid, Spain. This policy explains how returns, withdrawals and refunds work. It describes the rights you have as a consumer under Spanish law — Royal Legislative Decree 1/2007 approving the consolidated text of the General Law for the Defence of Consumers and Users (TRLGDCU) — and it does not restrict them.

1. Your right of withdrawal — 14 calendar days

As a consumer you may withdraw from your purchase within 14 calendar days, without giving any reason and without penalty (Articles 102 and following TRLGDCU).

The period runs from the day you, or a third party indicated by you other than the carrier, take physical possession of the goods. If the order arrives in several parcels, it runs from receipt of the last item.
To withdraw, send us an unequivocal statement before the deadline. An email to admin@habanoalma.com quoting your order number is enough. You may use the model withdrawal form in Annex B of the TRLGDCU, but you are not obliged to.
We reimburse all payments received from you, including the original delivery charges (except any extra cost arising from your choosing a delivery method other than the least expensive standard option we offer), without undue delay and no later than 14 calendar days after we are informed of your decision. We may withhold reimbursement until we receive the goods back or until you provide proof of having sent them, whichever comes first.
You must send the goods back within 14 calendar days of notifying us. You bear the direct cost of the return. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Any term asking you to waive this right, or penalising you for using it, is null and void by operation of law (Article 102.2 TRLGDCU).

2. Legal guarantee of conformity — 3 years

Independently of the right of withdrawal, we are liable for any lack of conformity that appears within three (3) years of delivery (Article 120 TRLGDCU). A lack of conformity appearing within the first two (2) years is presumed to have existed at delivery unless the contrary is proved (Article 121 TRLGDCU). In that case you may ask for the goods to be brought into conformity — repair or replacement — or, where that is impossible or disproportionate, for a price reduction or termination of the contract. Bringing the goods into conformity is free of charge for you, including shipping costs (Article 118 TRLGDCU).

3. What is excluded — and what is not

The right of withdrawal does not apply to the contracts listed in Article 103 TRLGDCU. From our range, only two of those exceptions can realistically apply:

Personalised goods — cigar selections assembled to your specification, engraved humidors and similar customisation services (Article 103.c).
Sealed goods unsealed after delivery which are not suitable for return for health-protection or hygiene reasons (Article 103.e). The three conditions must be met together: the item was sealed, the seal was broken after delivery, and return would be unsuitable on health or hygiene grounds.

An unopened box of cigars, with its seal and cellophane intact, is not excluded and may be returned. We do not treat a purchase as "final sale" merely because it is a tobacco product, a promotional item or a clearance item. Gift cards may be cancelled within the withdrawal period provided they have not been redeemed.

Two situations fall outside both the right of withdrawal and the legal guarantee, because they arise after delivery and outside our control: products that have been smoked or partially consumed, and deterioration caused by storage conditions at the destination — humidity loss, drying, cracking or bloom appearing after delivery. Minor natural variation in colour, veining, wrapper texture and aroma is characteristic of handmade cigars and is not a defect.

4. Damage in transit

If your order arrives damaged, crushed, or with a compromised seal, contact us and we will replace or refund the affected items. Please tell us as soon as you reasonably can, and keep the packaging until the claim is closed, since the carrier may ask to inspect it — this helps us settle the claim quickly. There is no 48-hour cut-off: a late report does not by itself cause a claim to be refused, and damage in transit is in any event a lack of conformity covered by section 2 above.

5. Incorrect, incomplete or defective items

If you receive the wrong item, an incomplete order, or an item with a manufacturing defect, contact us with your order number and, where possible, photographs. Returns in these cases are at our expense: we provide a prepaid label and bear the risk of the return shipment.

6. How to start a request

Write to admin@habanoalma.com, or use our contact form, with your order number, the items affected and a description of the issue. Photographs help but are not a condition of acceptance. Please wait for our return instructions before sending anything back, so that the shipment reaches the right address and, where the return is at our expense, travels on our account.

7. Refunds

Refunds are issued to the original payment method, at no cost to you. Where the refund follows a withdrawal, it covers the price of the goods and the original delivery charges, and is made within 14 calendar days as described in section 1. Where it follows a lack of conformity, it also covers any shipping costs you have incurred. Import duties and taxes already paid to the authorities of a third country are reclaimed from that authority rather than from us; we will provide the documents you need in order to claim them. The time it takes for the funds to appear on your statement depends on your bank or card issuer.

8. Cancelling an order before dispatch

You may cancel an order at any time before it is dispatched, free of charge, by contacting us. The full amount paid, including delivery charges, is refunded, with no cancellation or administrative fee. Once the order has been handed to the carrier, use the right of withdrawal described in section 1 instead.

9. Complaints

If you are not satisfied with how we have handled your request, write to us at admin@habanoalma.com and we will review the case. Consumers resident in Spain may also contact the consumer authorities of their Autonomous Community. None of this affects your right to bring proceedings before the courts.