Refund policy
Return and Refund Policy
21 Cigar Company LLC, doing business as 21 Cigar Co.
Last updated: July 26, 2026
We want you to be happy with everything you buy from 21cigarcompany.com. Because we sell premium handmade cigars and fragile accessories, our policy is specific — please read it before ordering.
Where we ship. Within the United States via UPS. We do not ship to P.O. Boxes or APO/FPO addresses. See our Shipping Policy for state restrictions and delivery details.
Product origin. Our cigars are hand-rolled in Miami, Florida. We do not sell Cuban cigars or products containing Cuban tobacco.
Scope. This policy covers retail purchases through 21cigarcompany.com. We sell at retail only and do not currently offer wholesale.
1. General
All sales are final except where an item arrives damaged, defective, or shipped in error. Cigars are consumable and perishable, and their condition depends heavily on storage after delivery, so we cannot accept them back for any other reason.
Please open and inspect your order when it arrives, and keep the product, inner packaging, and shipping box until any claim is resolved. We can't approve a claim we can't verify.
2. Claim Windows
From the date the carrier marks your package delivered:
| Cigars — damaged or defective | 7 calendar days |
| Accessories — damaged or defective | 30 calendar days |
| Accessories — unopened, change of mind | 14 calendar days |
| Wrong, missing, or lost shipments | 30 calendar days |
Cigars have a shorter window because storage conditions after delivery affect them quickly.
3. How to File a Claim
Email contact@21cigars.com, subject line Claim – Order #[your order number], with:
- Your order number
- A short description of the issue
- Photos of the outer shipping box and label, the inner packaging, and the affected items
We respond within one business day and will issue a return authorization (RMA) number or a resolution. Please don't send anything back without an RMA — parcels arriving without one may be refused.
Gift orders. Claims must come from the person who placed the order. If you sent cigars as a gift, have the recipient contact you and we'll work with you directly. We're glad to ship a replacement straight to them.
4. Cigars
Covered
Cigars, samplers, and bundles that arrive crushed, cracked, split, unraveled, or otherwise damaged or defective on delivery.
If anything about your cigars looks wrong when you open the box — including any visible growth, powder, or residue on the wrapper — don't smoke them. Photograph them as received and contact us. We'll take care of it.
Not covered
- Damage or deterioration after delivery, including dry-out, over-humidification, or crushing
- Minor wrapper imperfections, veins, and color variation, which are inherent to handmade cigars
- Differences in flavor, strength, draw, or burn. Taste preference is not a defect
- Change of mind
Please don't ship cigars back
Photos are enough. Tobacco shipments are subject to carrier agreements and state delivery-sale rules that apply to us as a licensed shipper and generally don't allow consumers to ship tobacco. We may ask you to hold the product briefly or confirm disposal before we resolve the claim.
Resolution
Replacement, store credit, or refund to your original payment method, at our discretion. If only part of your order is affected, we resolve for those items on the price you actually paid after any discount or bundle pricing.
5. Accessories
Damaged or defective — 30 days
Ashtrays, lighters, cutters, and other accessories that arrive broken or don't work out of the box.
Not covered: minor cosmetic chips or scratches that don't affect function, damage from use or mishandling after delivery, and normal wear.
Broken glass, ceramic, or stone — don't ship it back. Photograph it as received and dispose of it safely. We won't ask you to repackage broken material. For items that arrive intact but don't work, we may ask for the item back and will send a prepaid label.
Many accessories carry a manufacturer's warranty well past our 30 days. If a defect shows up later, contact the manufacturer — we're happy to point you to the right place.
Change of mind — 14 days
Unopened, unused accessories in original packaging may be returned within 14 days with an RMA.
- Return shipping is yours; please use a trackable service
- Original shipping charges aren't refunded
- If your order shipped free and the return drops it below that threshold, we deduct the original shipping cost
- Items returned used or not in saleable condition will be refused or credited at a reduced amount
Cigars are not eligible for change-of-mind returns.
Returns address: 21 Cigar Co. — Returns 495 Grand Blvd, Ste 206 Miramar Beach, FL 32550
Write your RMA number on the outside of the parcel.
6. Wrong, Missing, or Lost Orders
- Wrong or missing items — we send the correct or missing item at no cost. If it's unavailable, store credit or refund.
- Lost shipments — if the carrier declares a package lost, we replace it or refund you.
- Marked delivered but not received — once UPS confirms delivery to your address, theft or loss after that is outside our control. Ship somewhere secure when you can.
7. Refused or Undeliverable Orders
Cigars ship with an adult signature required. UPS attempts delivery three times before returning the parcel to us.
If your order comes back undelivered or refused, or because of an incorrect address at checkout, you can have it reshipped for the cost of shipping. If we don't hear from you within 14 days, we refund the order less the actual shipping charges we paid in both directions. There's no restocking fee.
If a carrier or state authority refuses a shipment because delivery to your address isn't permitted by law, we can't refund it. Please check our Shipping Policy before ordering.
8. Changes and Cancellations
You can cancel or change an order within 24 hours by emailing contact@21cigars.com with your order number. After that, or once we've packed it, we'll try to recall the shipment. If it comes back in saleable condition, we refund it less the actual shipping charges we paid.
9. Not Returnable
- Cigars, samplers, and bundles, unless damaged, defective, or shipped in error
- Used or opened accessories, or anything outside its claim window
- Final sale, close-out, and clearance items
- Gift cards
- Custom or personalized products
10. Refunds
Card payments. Refunds go back to your original payment method, usually within five business days of approval. Your bank's posting time is out of our hands.
Bitcoin payments. We refund the same amount of bitcoin you sent, less the network fee. You get your sats back — we don't adjust for price movement in either direction, and neither do you.
Refunds go out through BTCPay Server as a claim link emailed to you. Open it, enter your receiving address, and claim the payment. Links expire after 30 days; let us know if yours lapses. We can't refund a bitcoin order to a card or bank account, and we're not responsible for funds sent to an address entered incorrectly. Store credit in USD is available instead on any bitcoin order.
Store credit. Applied to your 21cigarcompany.com account. Covers the purchase price and tax paid on the affected items, doesn't cover original shipping, isn't transferable or redeemable for cash, and doesn't expire.
11. Before You Dispute a Charge
If something's wrong, email us first. We answer within one business day and we'd much rather fix it than argue about it. This doesn't affect any right you have to dispute a charge — we're asking, not requiring.
12. General
We may limit, refuse, or cancel any order, including for availability, age or address verification, suspected fraud, or compliance reasons. If we cancel, you're refunded in full.
This policy is part of our Terms of Service and is governed by them, including the dispute resolution and governing law provisions in Sections 15 and 17. Those terms require most disputes to be resolved by individual arbitration and include a 30-day opt-out.
We may update this policy from time to time. Changes are posted here and apply to orders placed after the "Last updated" date above. Read alongside our Terms of Service, Shipping Policy, and Privacy Policy.
Questions? contact@21cigars.com