Returns Policy

At Surrey Cigars, we want you to be completely satisfied with your purchase. If for any reason you are not delighted with the products you've chosen, we offer a hassle-free returns process. Please review the following guidelines:

  1. Timeframe: You may return the products within one month of receipt to be eligible for an exchange or refund. We kindly request that you inform us of any issues within 14 days from the delivery date by emailing info@surreycigars.com.

  2. Condition: The products must be returned complete, in perfect condition, unused, and in their original packaging. Please retain the original packaging for our inspection to validate your claim.

  3. Return Process: To initiate a return, please send back the product and the original packaging within 10 days of receipt. Include a written claim explaining the reason for the return. We will not replace a damaged or faulty item until it has been returned.

  4. Partial Returns: If you are returning only part of your order, please note that no refund will be given for delivery charges. Additionally, any additional services requested, such as gift wrapping, priority shipping, or engraving, are non-refundable.

  5. Return Costs: You will be responsible for the costs of returning the products unless they are faulty or we have provided substitute products due to unavailability of the original ones.

  6. Non-Delivery: If your order fails to arrive and you are located within the UK, please notify us within 14 days of the date of dispatch. Failure to notify us within this timeframe may limit our ability to file a claim with the postal service.

  7. Proof of Posting: When returning items, we strongly recommend obtaining proof of posting. We cannot accept responsibility for parcels lost in transit. We will only refund or provide an exchange for postage costs if the item returned is faulty.

  8. Refund Process: Once we have processed the refund, you will be notified via email or phone. Please note that it may take 3-5 working days for your bank to credit the refunded amount.

If you have any further questions or concerns about our returns policy, please feel free to contact us. We are here to assist you in every step of the process.