Based on the policy details below, items can be returned within 30 days of purchase for refund credit, or exchange (minus delivery charges). Contact customer service via email at support@hoycigarcompany.com or by phone at (913) 954-8990 to request a return.
RETURN/REPLACEMENT POLICY
Should you decide to cancel your order before it ships, we will assess a 15% restocking fee when refunding your order and 85% off your charges will be refunded.
All merchandise shipped leaves in excellent condition. However, if your order is not in excellent condition when you receive it, we do want to make it right. We will ship replacements and allow the return of items based on the below conditions
- Inspect the items in your order, and notify us within 72 hours if something appears to be wrong with your order. We cannot guarantee the quality of products more than 72 hours after they are received. ‘Notify us within 72 hours’ includes any form of recorded contact (i.e. a voicemail on our customer support phone line, or an email to our customer support email address)
- Contact us throughout ‘Contact us’ page with the subject line, ‘return request’
- In response, you will receive a Return Authorization Number from us.
- Return shipping will be paid by the customer.
- For Domestic return orders, a 25% restocking fee will be maintained, and 75% of the order total will be refunded.
- Once the returned order has been received, your refund will be processed. This can take a few business days depending on your bank.
Hoy Cigar Company is not responsible for any merchandise returned without an Authorization Number. Any package returned without an Authorization Number will not be refused. All authorized returns must be received within ten (10) business days after the return authorization code was issued.
Credit for any returned item which is a part of a “combination sale” shall not exceed the purchase price of the lesser value item. Minor imperfections in accessory products do not constitute a cause for return.
When the original order included a free item, a return will not be made without returning the free item as well. If the free item was not returned, its regular price shall be deducted from the credit. When the original order included free shipping, the cost of ground shipping will be deducted from the credit for any returned item.
Customers who return complete order for refund will be charged according to the shipping method selected for that shipment even if Hoy Cigar Company covered the cost of shipping that order. For example, a customer who refused (or returned for some other reason the entire package) an overnight order, will not receive full refund. The amount of overnight shipping that order will be deducted from the refund, and the refunded amount will include only the balance.
We do not accept items returned outside their original box, this would include individual cigars or samplers (i.e. 5 packs, 6 packs, etc.) and we will not accept cut or partially smoked cigars. All returned items must still be in condition to be sent back to the manufacturer. We reserve the right to refuse or prorate credit for any returned item received in inadequate condition.
Contact customer service via email at support@hoycigarcompany.com or by phone at (913) 954-8990 to request a return.