Casa de Ávila — Return & Refund Policy

At Casa de Ávila, every box carries the work of skilled artesanos cubanos — cigars hand-rolled, hand-inspected, and boxed with care before they reach you. Because of that craftsmanship, and because of the nature of the product itself, our return and refund policy is built around two things: protecting the quality you're paying for, and making it right when something goes wrong on our end.

Damaged or Defective Orders

If your box arrives damaged, crushed, or with cigars that appear compromised in transit, we'll replace or refund the order — no hassle.

• Contact us within 48 hours of delivery
• Include your order number and clear photos of the box and cigars
• We'll arrange a replacement or full refund once reviewed

Order Cancellations

• Orders can be cancelled free of charge any time before they ship
• Once an order has shipped, it can no longer be cancelled — please refer to the sections below

Non-Returnable Items

Because tobacco is a consumable, regulated product, we're unable to accept returns on any box that has been opened, humidor-stored, or handled after delivery. This isn't just policy — cigars are sensitive to humidity and temperature, and once a box leaves our controlled storage, we can no longer guarantee (or resell) its condition.

• Unopened boxes, in original, unaltered condition, may be returned within 14 days of delivery
• Original shipping costs are non-refundable, and return shipping is covered by the customer unless the return is due to our error
• Opened boxes, individual cigars, and humidor-damaged product (post-delivery) are final sale

Age & Legal Requirement

Casa de Ávila cigars are sold exclusively to customers 21 years of age or older. Age verification is required at checkout and may be re-confirmed at delivery. Orders that fail age verification will be cancelled and refunded, minus any shipping already incurred.

How to Request a Return or Refund

Email us at [                                   ] with:

1. Your order number
2. A brief description of the issue
3. Photos, if the order arrived damaged or incorrect

We aim to respond within 1 business day.

Refund Timing

Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take a few additional days to reflect it.

Questions

We stand behind every box we ship. If something isn't right, reach out — we'll take care of it.