At SunWalker Cigars, customer satisfaction is important to us. Due to the nature of cigars and tobacco-related products, and the complexities of international shipping, customs clearance, and product handling, all refund, return, and replacement requests are subject to the terms set out below.

By placing an order on our international website, you acknowledge and agree to this Refund Policy.

1. General Policy

Because cigars are perishable tobacco products and may be affected by storage, climate, handling, and customs conditions once shipped, all refund, return, replacement, and exchange requests are reviewed on a case-by-case basis.

We reserve the right to approve, reject, limit, or condition any refund or return request at our sole discretion where permitted by applicable law.

2. Non-Returnable / Non-Refundable Items

Unless otherwise required by applicable law, the following items are not eligible for return, refund, or exchange:

• cigars that have been smoked, cut, damaged, altered, or consumed in any way
• cigars that are not in their original condition or original packaging
• products damaged due to improper storage after delivery
• items returned without prior approval from SunWalker Cigars
• gift cards, promotional items, free items, or complimentary products
• clearance, final sale, or specially discounted items where marked as non-returnable
• orders delayed, rejected, confiscated, destroyed, returned, or seized by customs or other authorities
• shipping fees, customs duties, taxes, brokerage charges, handling fees, or other non-recoverable import-related costs

3. Change of Mind / Customer Preference

Due to the nature of our products and the costs associated with international tobacco shipments, we generally do not accept returns or offer refunds for change-of-mind purchases, including but not limited to:

• personal taste preference
• flavour, strength, wrapper, or blend preference
• ordering the wrong product by mistake
• no longer wanting the order after shipment
• dissatisfaction arising from local import restrictions not checked before purchase

Please review your order carefully before placing it.

4. Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains the wrong item, or is missing an item, you must contact us within 48 hours of delivery at [email protected].

To review your claim, we may require:

• your order number
• clear photos of the outer shipping box
• clear photos of the product(s) received
• clear photos showing any damage, defect, or incorrect item
• a brief explanation of the issue

Failure to notify us within the required timeframe may result in the claim being denied.

If we determine that the issue was caused by our error or by damage during transit that is eligible for compensation, we may, at our discretion:

• send a replacement item
• issue a partial refund
• issue store credit
• issue a full refund where appropriate

The remedy offered will depend on product availability, the nature of the issue, shipping costs, and the circumstances of the claim.

5. Cigar-Specific Product Issues

Because cigars are natural products, minor differences in colour, wrapper appearance, band placement, box presentation, or aroma do not automatically qualify as defects.

In addition, changes caused by factors outside our control, including but not limited to:

• customs delays
• prolonged transit times
• temperature fluctuations
• humidity changes
• local storage conditions after delivery

do not automatically entitle the customer to a refund or replacement.

If you believe your cigars arrived in an unacceptable condition, please contact us within 48 hours of delivery with full supporting photos and details so that we can review the matter.

6. Customs, Duties, Taxes & Import Seizures

International customers are solely responsible for understanding and complying with the import laws, tobacco regulations, customs requirements, and tax obligations of their destination country before placing an order.

SunWalker Cigars is not responsible for orders that are:

• delayed by customs
• held for import review
• refused entry
• returned by customs
• confiscated, destroyed, or seized by customs or other government authorities

Accordingly, the following are not refundable:

• shipping charges
• customs duties
• VAT / GST / sales tax
• excise duties
• customs brokerage or clearance fees
• any other non-recoverable import-related costs

If an order is returned to us by customs and the products are received back by us in saleable condition, we may, at our sole discretion, issue a partial refund after deducting all shipping charges, return charges, customs costs, handling fees, and any other non-recoverable expenses.

7. Failed Delivery, Refused Delivery & Undeliverable Orders

If an order cannot be delivered, is refused, or is returned due to:

• an incorrect or incomplete address provided by the customer
• failure to pay customs duties, taxes, or import charges
• failure to complete customs clearance or provide required documentation
• refusal by the recipient
• failure to collect the parcel from customs or the carrier
• local import restrictions or tobacco laws

the order will not be eligible for a full refund.

If the parcel is returned to us and received back in acceptable condition, we may, at our sole discretion:

• reship the order at the customer’s expense; or
• issue a partial refund after deducting original shipping charges, return shipping charges, customs-related costs, handling fees, and any non-recoverable costs

8. Return Approval Required

No return may be sent back without our prior written approval.

If we approve a return, we will provide return instructions. The customer must follow all instructions provided by us, including any return authorization reference, packaging requirements, and shipping instructions.

We reserve the right to refuse any return that:

• is sent without approval
• arrives damaged due to poor return packaging
• does not match the original approved return request
• is returned in unsaleable, used, opened, or altered condition

9. Return Shipping Costs

Unless the return is due solely to our error (for example, we shipped the wrong product), the customer is responsible for all return shipping costs and related charges.

This includes, where applicable:

• return shipping fees
• insurance fees
• customs paperwork or export costs
• carrier handling charges
• any duties or fees incurred during the return process

We strongly recommend using a tracked and insured shipping method for any approved return. SunWalker Cigars is not responsible for return parcels lost or damaged in transit back to us.

10. Refund Method

Approved refunds will be issued to the original payment method used for the order, unless otherwise required by law or otherwise agreed by us in writing.

We do not guarantee that shipping fees, customs charges, duties, taxes, brokerage charges, or third-party payment processing fees will be refundable.

Where permitted by law, we may instead offer:

• a replacement
• store credit
• a partial refund

as an alternative resolution depending on the circumstances of the claim.

11. Refund Processing Time

Once a refund has been approved, please allow approximately 5–10 business days for us to process the refund request internally.

After the refund has been submitted, the time it takes for the refunded amount to appear in your account will depend on your bank, card issuer, or payment provider. This may take an additional 5–10 business days or longer in some cases.

12. Order Cancellation Before Shipment

If you wish to cancel an order, please contact us as soon as possible.

Orders may only be cancelled before they have been processed or dispatched. Once an order has been shipped, it can no longer be cancelled and will instead be governed by this Refund Policy and our Shipping Policy.

We reserve the right to deduct payment processing fees or other non-recoverable charges from any approved cancellation refund where permitted by law.

13. Fraud, Abuse & Policy Violations

To protect our business, our customers, and our compliance obligations, we reserve the right to refuse refunds, returns, replacements, or future orders where we reasonably suspect:

• fraud or attempted fraud
• abuse of the refund or return process
• repeated or excessive claims
• intentional misuse of products
• violations of our Terms of Service, Shipping Policy, or applicable tobacco laws

14. Contact Us

If you need help with a refund, return, damaged parcel, or order issue, please contact us at:

SunWalker Cigars
Email: [email protected]
Phone: (949) 822-5678

Please include your order number and a clear description of the issue in your message.

15. Important Notice

By placing an order on our international website, you acknowledge that:

• cigars are tobacco products and may be subject to import restrictions, customs inspection, and local legal limitations
• international orders may be delayed, taxed, rejected, or seized by customs
• refunds are not guaranteed in cases involving customs actions, refused delivery, failed import compliance, or customer-provided shipping errors
• any refund, replacement, or return request will be reviewed in accordance with this Refund Policy and our Shipping Policy