Refund Exceptions

We reserve the right to refuse returns or refunds for cigars that show signs of use, have been exposed to poor storage conditions, or are returned outside of the eligibility window. Each request is reviewed individually and handled with fairness and respect.
At Premier Cigars Switzerland, customer satisfaction is our top priority. We understand that purchasing premium cigars online requires trust, and we want you to feel fully confident with every order. Our Returns & Refund Policy is designed to be transparent, fair, and simple — ensuring that every customer receives the quality and care they expect from a respected cigar retailer.

Eligibility for Returns

Because cigars are a perishable, consumable product, we can only accept returns under specific conditions. Returns are eligible when:
• You receive the wrong item or quantity.
• Your order arrives damaged or in unsatisfactory condition.
• The product received differs significantly from the description on our website.

To qualify for a return or replacement, please contact us within 48 hours of receiving your order. We’ll review your claim promptly and arrange a suitable resolution.

Non-Returnable Items

For quality and safety reasons, we cannot accept returns of cigars that have been opened, cut, smoked, or otherwise used. Cigars are sensitive to humidity and temperature, and once unsealed, they can no longer be resold or guaranteed fresh.
However, if your cigars arrive in poor condition due to transit damage or packaging issues, please contact us immediately with photos, and we’ll resolve the issue fairly and efficiently.

Damaged or Incorrect Orders

If your package arrives damaged or you receive the wrong product, contact us within 48 hours of delivery. Please include your order number, a clear description of the problem, and photos of the item(s) and packaging.
Once verified, we will:
• Send a replacement at no extra cost, or
• Offer a full refund to your original payment method.

We handle every case with care and urgency to ensure a smooth experience.

Refund Process

Once your return or claim has been approved, refunds are processed promptly. Depending on your payment method, it may take 3–7 working days for the amount to appear in your account.
Refunds are always issued using the same payment method originally used for the purchase.

Returning Your Order
If a return is authorised, our team will provide you with the correct return address and instructions. Please ensure cigars are:
• Kept in their original, sealed packaging.
• Stored in proper humidity conditions before shipping.
• Packed securely to avoid damage in transit.

Return shipping costs are the responsibility of the customer unless the return is due to our error or damage in transit.