Returns & Refunds
For your extra peace of mind all purchases are covered by our 7-day exchange or money back guarantee (excluding any carriage charges incurred). If you change your mind for whatever reason, return the unused item(s) in their original unopened packaging to Regal Cigars, accompanied with the receipt/invoice and we will be pleased to offer you an exchange or refund – no hassles, for your total peace of mind.
All your goods should arrive in perfect condition, however, damaged products can be returned for refund or exchange within 14 days of the purchase date OR within the manufacturers warranty period (ie. lighters). This applies to any items that may appear to be missing. The company will do everything possible to ensure your delivery arrives on time and intact. We will not accept responsibility for any additional expenses occurred due to late or incomplete deliveries.For products under £20 we will issue a refund or replacement without the goods being returned provided the customer can prove they arrived damaged (ie. a photograph). Any cigars that have been smoked cannot be replaced. If a single cigar from a pack is damaged we can refund the value of the single NOT the entire pack. Any refund will include the initial cost of postage and packaging and we can offer to cover the cost of return postage if a receipt is provided.
Any products returned unopened, unused and undamaged in line with the Distance Selling Directive are entitled to a 100% refund of the price of the product if we are informed within 7 days from receipt. You then have a further 7 days to return the product at your own expense. All goods returned must be clearly labelled and have full documentation enclosed including the reason for return. All returnable goods must be reported to Havana House Ltd. Goods returned without any notice will not be accepted. Carriage charges are non-refundable unless the goods are faulty.
Royal Mail First Class: we will replace the product if undelivered within 14 working days after an investigation has been opened with Royal Mail. We will confirm when the investigation process has been started with Royal Mail. Royal Mail First Class Recorded: we will replace the product if undelivered within 14 working days. All Recorded deliveries must be fully tracked and investigated before a replacement is issued.
Royal Mail Special Delivery 1pm: case by case basis
UK Mail: case by case basis
Parcel Force: case by case basis
Any replacement products must be sent either by Royal Mail First Class Recorded or UK Mail
In the event that we fail in meeting our high standards of customer service please contact us via: Online Customer Services
60a Station Road,
North Harrow, London,
Middx, HA2 7SL,
Tel No: + 44 (0) 208 861 5238,