Refund & Return Policy
Overview
At Venice Cigar Lounge, we are dedicated to ensuring your complete satisfaction with every purchase. This policy reflects our commitment to exceptional customer service, while also accounting for the unique handling requirements of premium tobacco products.
Return Eligibility
- Returns are accepted within 14 days of the delivery date.
- Only products in their original, unopened packaging are eligible for return. Any tampering or signs of damage will void eligibility.
Product Quality Issues
If you receive products that are damaged during shipping, show signs of mold, are improperly humidified, or are otherwise defective, please contact our customer service team immediately. Email us at returns@venicecigarlounge.com and include clear photographs of the affected items. For severe damage or contamination, we may issue a refund without requiring the products to be physically returned.
Incorrect Orders
If the items you receive differ from what you ordered, we will:
- Cover all return shipping costs.
- Expedite shipment of the correct items.
- Process your refund once we receive the returned merchant
Refund Process
Standard Returns (Unopened Products):
– Original shipping and handling fees are non-refundable.
– You are responsible for covering return shipping costs.
– A refund will be issued within 5 business days after we receive your return.
Quality Issue Returns:
– A full refund will be provided, including original shipping costs.
– We cover all return shipping expenses.
– Refunds for quality issues will be processed within 2 business days after approval.
Store Credit Option:
– Instead of a cash refund, you may opt for store credit with an added 10% bonus value.
– Store credits are valid for 12 months from the issue date.
How to Initiate a Return
Customer Support
For assistance with returns or refunds, please contact:
- Email: returns@cigarlounge.com
- Phone: (555) 123-4567
- Hours: Monday–Friday, 9:00 AM–6:00 PM EST
