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Return Policy
Cigars
If you are not satisfied with the condition of the cigars (ex: craftsmanship, flavor) and you notify us within 5 days of receipt. A credit will be issued on a per-cigar basis when returned to us, less the original shipping cost***. Returns for cigars will only be accepted with original cellophane sleeves, tubes, and other "individual" packaging (such as cedar strips, coffins, etc..) still intact. The cost of shipping back to us is the sole responsibility of the customer. Return postage will NOT be refunded or provided no matter how many have been smoked.
Cigars purchased as part of a sampler of any sort may only be returned for equal exchange of the same cigar. The cost of shipping back to us is the sole responsibility of the customer. Return postage will NOT be refunded or provided.
Tobacco can only be returned in the original tins and the cost of shipping back to us is the sole responsibility of the customer. Return postage will NOT be refunded or provided. Credit will be the cost of the product less the original shipping cost***.
Bulk tobacco is not returnable.
Non Tobacco Products
Non tobacco products may be returned within 30 days for a refund less the original shipping cost*** if items are unopened. Open items become the property of the customer. In cases of returning pipes, the item may be returned if it has not been used. If used it becomes the property of the customer. All non tobacco products being returned are subject to a 10% restocking fee. If there is a defect, Top Hat Tobacco will replace the item at our cost after the product is returned using an RMA number.
If you would like to return any part of your order, please call 888-266-4804 for instructions on getting an RMA (return merchandise authorization). Please let us know a description of the problem.
***Even though we have a "Free Shipping" offer, It does cost us to ship your items to you. When credit is applied, it will be less our cost of shipping the item to you. The standard is $5.00 per box of cigars ordered.
Hookah and Hookah Accessories
If your order arrives with merchandise that is incorrect, missing, or defective, please contact us within 5 business days of confirmed delivery of your merchandise. Incorrect or missing items must be reported within 5 business days of delivery, so that your claim may be processed and approved in a timely manner. Merchandise that is found to be defective may be repaired or exchanged, please contact us as soon as possible for additional details.
We want you to be completely satisfied with your purchase. If you are not, please contact us to obtain a valid RMA number. Then, simply return the items you do not want unused and in original condition within 30 days of confirmed delivery of your package and we will refund the purchase price or exchange the item. Shipping charges are non-refundable unless the return is due to our error. No restocking fee will be charged if merchandise is returned in original, undamaged, and unused condition. Merchandise that is returned damaged, with missing or damaged packaging, or missing parts will be charged a 10% restocking fee of the full purchase price. Returns will not be accepted without a valid RMA number. Merchandise that has been used and is found not to be defective or damaged or merchandise that has been opened and deemed disposable will not be accepted and will be returned to the customer at the customer's expense.
Merchandise should be returned via a pre-paid, insured, and traceable method to ensure a safe and documented delivery. Return packages will be processed within 3 business days and customer will be contacted.
Customer is responsible for any customs and duties that are applicable to the order. These are processed and calculated by the customs brokerage upon entrance into any country other than the USA. The charges are payable upon delivery. Refusal of these charges will result in the package being returned toTopHat Tobacco at an additional shipping rate that will be billed to the customer.
Incorrect addresses may also result in return packages. If customer decides to have the package reshipped to a deliverable address, the applicable shipping charges will be billed again. If customer decides to decline reshipment, the order will be restocked and customer will receive a refund of the purchase price of the merchandise, less the shipping charges and a 10% restocking fee.
Damages If your order arrives with merchandise that is damaged, please hold on to all original packaging and contents, and contact us at 888-266-4804 immediately and no later than 3 business days from the date of confirmed delivery. All damage claims must be reported within 3 business days from confirmed delivery to insure that your claim may be processed and approved with the shipping carrier. Reporting damages more than 3 business days from confirmed delivery may result in your claim being denied by the carrier.
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