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Refund and Return Policy

Return
Our aim is your satisfaction. In case you are not satisfied with your order, you should contact us within 14 days of receiving your order.
Coloration of cigars or taste is not a reason for return. In case of wrong or missing delivery, please contact us with your order number within 14 days.
Goods must be returned undamaged, in their original packaging and by unit of packaging. All returns must be sent by local Official Postal Service.
Buyer bears the shipping cost for return. Please contact us for details.
* If customer denies to pay the customs duties and taxes applied, customer can return the product back to us for refund. Please read the REFUND section for details.
* If the shipment is held at customs due to local tobacco import rules, customer is responsible to contact customs office and return the shipment back to us. Please read REFUND section for details.

Reship
* malaysia.hitcigars.com cannot be held responsible for delays caused by human error (incorrect information (etc: address or buyer name).
* If the order is not delivered to customer and returned to sender by postal service due to customers faults (wrong address, wrong name, delivery failure, receiver did not answer, zip code etc.), customers will need to bear the shipping fee in order for us to re-ship. Please read REFUND section for details.
* If the order is not delivered to customer and returned to sender by postal service due to destination country customs rules, customers will need to bear the shipping fee in order for us to re-ship. Please read REFUND section for details.
We cannot be held responsible for seizure any caused by Customs offices. So all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order. We cannot send a replacement package or refund.
Please read REFUND section for details.

Refund
In order to receive a refund for your order;
1. Ordered product must be out of stock after the payment for any reason. (Stocks are updated continuously) FULL REFUND
2. If customer wants to cancel order after completion of payment, a partial refund is being made due to fees (payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. PARTIALLY REFUND
3. If customer refuses the delivery (due to applied customs duties, tax, etc.) customer is responsible to return the products back to us. Products will be checked after return by our experts and a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. PARTIALLY REFUND
4. We cannot be held responsible for seizure any caused by Customs offices. So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
If the shipment is held at customs due to local tobacco import rules, customer is responsible to return the products back to us. If the shipment is not returned to us payment will not be refunded. NO REFUND
5. If the shipment is held at customs due to local tobacco import rules, customer is responsible to return the products back to us. Products will be checked after return by our experts and a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. PARTIALLY REFUND
6. If order is not delivered to customer and sent back to us by postal service due to customers faults (wrong address, wrong name, zip code etc.), customers will need to bear the shipping fee in order for us to re-ship. If the customer doesn’t accept to pay shipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. PARTIALLY REFUND
7. If order is LOST in the destination country, the customer must obtain the official letter stating this situation from the relevant official carrier and share it with us. The official letter must be wet signed. Copied or scanned documents are not accepted.
Refund process will be initiated when the official document reaches us. FULL REFUND

Please note that, malaysia.hitcigars.com holds rights to re-ship or refund per terms above.

Cancelation
If customer wants to cancel order (before the order is not shipped) just send email to [email protected] about your cancel request. Your request will be done asap.

Chargeback Policy
In order for a customer to ask for a chargeback from their bank, malaysia.hitcigars.com should not be obeying any of the rules stated above and this situation must be proved by valid documents to customers’ own bank. Any fraud attempts are subject to legal action taken by malaysia.hitcigars.com and its legal representatives against responsible individuals.

Please be aware that by accessing and using this website, you accept these all terms and conditions above.
If you do not agree these terms and conditions or any part of them, do not use this website.
For any assistance, comments or recommendations, please contact us at [email protected]
All messages must be written in English.

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