Because Cigavero sells tobacco products and fulfills orders through multiple warehouses and shipping carriers, we maintain a strict policy regarding order cancellations, returns, and refunds.
Please carefully review your order, product selection, quantity, shipping address, and contact information before completing payment.
Order Cancellation
Once an order has been submitted and payment has been received, we begin processing the order.
Once an order has entered fulfillment or has been dispatched, the order cannot be cancelled.
Customers should therefore carefully verify all order information before completing payment.
If you wish to request a cancellation shortly after placing an order, please contact us immediately at sales@cigavero.com.
A cancellation request is not guaranteed and can only be considered if the order has not yet entered fulfillment or shipment.
No Cancellation After Shipment
Once an order has been dispatched from our warehouse, it cannot be cancelled.
We cannot stop, recall, or reverse a shipment simply because a customer changes their mind, no longer wants the product, ordered the wrong product, or does not wish to wait for delivery.
Returns
Due to the nature of tobacco products, Cigavero generally does not accept returns of tobacco products once an order has been shipped or delivered.
Customers should not return products without first contacting Cigavero and receiving written instructions.
Unauthorized returns may not be accepted or refunded.
Refunds
Payments for orders that have already been processed and shipped are generally non-refundable.
We do not provide refunds for:
- Change of mind
- Incorrect product selection by the customer
- Incorrect quantity ordered
- Customer no longer wanting the order
- Delivery delays
- Customs delays
- Carrier delays
- Refusal to accept a shipment
- Failure to collect a shipment
- Incorrect or incomplete shipping information supplied by the customer
- A package being returned because the customer could not receive it
- A shipment being marked as delivered by the carrier
- Import restrictions or customs procedures that are outside Cigavero’s control
This policy does not limit any rights that cannot legally be excluded under applicable law.
Delivered Packages
If the carrier’s tracking system shows that a package was successfully delivered or signed for, the order will generally be considered completed.
If you cannot locate a package that is marked as delivered, please contact the carrier immediately.
Before contacting Cigavero, we recommend checking with:
- Family members
- Friends
- Neighbors
- Coworkers
- Building management
- Reception or mailroom staff
- Other people who may have accepted the package
You should also check the delivery location and any carrier delivery notes.
Damaged or Incorrect Orders
If you receive a package that appears to have been damaged during transportation or you believe you received an incorrect item, contact Cigavero as soon as possible after delivery.
Please provide:
- Your order number
- A description of the issue
- Photographs of the outer package
- Photographs of the product received
- Any relevant carrier information
We will review the situation and determine whether an appropriate resolution is available.
Any resolution is subject to verification and applicable law.
Lost or Undelivered Packages
If tracking information does not show successful delivery and the shipment appears to be delayed or lost, please contact us.
We may work with the applicable carrier to investigate the shipment.
International shipments may require additional time because of customs processing and local postal procedures.
A shipment is not considered lost merely because it has not arrived within the estimated delivery window.
Refused or Unclaimed Shipments
If a customer refuses delivery, fails to collect a package, or provides an incorrect or incomplete shipping address, the shipment may be returned to the sender.
Additional shipping or handling costs may apply where permitted.
A refused, unclaimed, or returned shipment does not automatically qualify for a refund.
Fraudulent Refund Claims and Payment Disputes
Customers should contact Cigavero directly if they believe there is a legitimate problem with an order.
We take fraudulent refund claims, intentionally false delivery claims, unauthorized payment disputes, and abusive chargebacks seriously.
Where permitted by applicable law, Cigavero may provide relevant order, payment, shipping, tracking, and delivery records to payment processors, financial institutions, carriers, or other appropriate parties.
Where appropriate and legally permitted, we may also seek recovery of losses resulting from fraudulent or unlawful activity through available legal remedies.
Contact Us Before Filing a Dispute
If you have a genuine problem with your order, please contact us at:
We will review the available information and determine whether the issue can be resolved.
By placing an order with Cigavero, you acknowledge and agree to this Returns, Refunds & Order Cancellation Policy, subject to any rights that cannot legally be excluded.