Refund & Return Policy

At Buitrago Cigars, we want our customers to have a clear understanding of how returns, refunds, missing items, damaged products, and unavailable products are handled.

Please review the information below before requesting a return or refund.

Can I Return an Item?

Most eligible products may be returned within 5 days of delivery, provided that the merchandise is new, unopened, unused, and in its original condition and packaging.

Due to the nature of tobacco and other regulated products, we may be unable to accept merchandise that has been opened, used, altered, or is no longer in its original condition.

Before sending any merchandise back, please contact our customer service team so we can review your request and provide the appropriate return instructions.

View Our Current Shipping & Returns Policy

What If Buitrago Cigars Made an Error?

If you received an incorrect, damaged, or otherwise eligible defective item as a result of an order fulfillment error, please contact us as soon as possible.

We may request photographs of:

• The product received

• The shipping box

• The shipping label

• Product packaging

• Any visible damage

If the return is approved and determined to be the result of our error, Buitrago Cigars will cover the applicable return shipping cost in accordance with our return policy.

Please do not discard the product or original packaging until your request has been reviewed.

What If an Item Is Missing From My Order?

If you believe an item is missing, please contact our customer service team and provide your order number and the name and quantity of the missing product.

We may review fulfillment information, inventory records, shipment information, package weight, and other available information to investigate the claim.

If we confirm that an item was not included and it was not shipped separately or previously refunded, we will provide an appropriate resolution.

Depending on the circumstances, this may include a refund, store credit, replacement, or another available solution.

What If an Item Becomes Unavailable?

Occasionally, inventory may change after an order is placed. A particular product, flavor, size, or packaging option may become unavailable or be discontinued by the manufacturer.

If we are unable to fulfill an item, we may remove the unavailable product and ship the remainder of the order rather than delaying the entire shipment.

When applicable, the unavailable item will be refunded to the original payment method or another resolution may be offered.

In some circumstances, customers may also have the option to accept store credit, which may offer additional value compared with the standard refund amount.

You can visit BuitragoCigars.com to search for alternative products, flavors, sizes, or brands.

How Are Refunds Issued?

Approved refunds are generally returned to the original payment method used to place the order.

Once Buitrago Cigars processes a refund, additional time may be required for your bank or credit card provider to post the credit to your account.

For returned merchandise, our current website policy advises customers that the complete return and refund process can take up to four weeks, although refunds are often completed sooner. This timeframe accounts for return transit, our processing of the return, and your financial institution's processing time.

What If I Used a Prepaid or Gift Card?

If you paid using a prepaid or gift card, please keep the original card until your order has been completely fulfilled and you are satisfied with your purchase.

When a refund is issued, we generally attempt to return funds to the original payment method.

Do not discard a prepaid or gift card immediately after placing your order, as you may need the card if a refund is required.

Are Shipping Charges Refundable?

Original shipping charges and return shipping costs are not automatically refundable.

If a return is required because of an error by Buitrago Cigars, such as receiving an incorrect or eligible damaged item, we may cover the applicable return shipping costs in accordance with our policy.

Other return-related shipping costs may remain the customer's responsibility.

Manufacturer Defects & Product Quality Issues

Buitrago Cigars is a retailer and is not the manufacturer of the products sold on our website.

Certain manufacturing defects, warranty claims, or product-quality issues may need to be addressed directly with the manufacturer. Our customer service team can review your situation and advise you of the available options.

How Do I Request a Return or Refund?

Please contact Buitrago Cigars Customer Service through our Help Center and provide your order number along with a description of the issue.

If applicable, include photographs of the product and packaging.

Please do not return merchandise without first contacting us.

Our team will review your request and provide instructions when a return is authorized.

For the complete current policy, please review our Shipping & Returns Policy.

Thank you for choosing Buitrago Cigars.