REFUND & RETURN POLICY
At Duty-Free Cigarette Supply Agent, our goal is to provide customers with a reliable and satisfactory shopping experience.
If you are not satisfied with your order or experience an issue with your shipment, please contact us within 14 days of receiving your order.
All returned products must be:
- Undamaged
- Unused
- In their original packaging
- Returned as complete units
All returns must be sent through the National Official Postal Service.
The buyer is responsible for all return shipping costs unless otherwise stated in this policy.
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RETURN
If you wish to return an order, please contact us first with your order number and the reason for the return.
If a return is approved, the products must be returned undamaged and in their original packaging.
The customer is responsible for the cost of returning the products.
Customs-Related Returns
If a customer refuses to pay customs duties, taxes, or other charges imposed by the destination country, the shipment may be returned to the sender.
The customer is responsible for arranging and paying for the return where applicable.
Once the products are returned, they will be inspected before any reshipment or refund is processed.
Please refer to the Reship and Refund sections below for further details.
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RESHIP
1. Shipment Returned Due to Customer Information or Delivery Issues
If an order is not delivered and is returned to the sender by the postal service due to customer-related issues, including:
- Incorrect address
- Missing address information
- Incorrect ZIP/postal code
- Incorrect recipient name
- Failed delivery
- Failure to receive the shipment
the customer may choose one of the following options:
Reship:
The customer must pay the shipping fee for the order to be reshipped.
Partial Refund:
The customer may request a partial refund according to the Refund section of this policy.
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2. Shipment Returned Due to Destination-Country Regulations
If an order is returned to the sender because of customs or tobacco-import regulations in the destination country, the following options may be available:
Reship:
The customer must pay the applicable shipping fee for reshipment.
Partial Refund:
A partial refund may be issued according to the Refund section of this policy.
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3. Customer Refuses Delivery Due to Customs Charges
Whether shipping insurance has been purchased or not, if a customer refuses delivery because of customs duties, taxes, import charges, or similar fees, the customer is responsible for the return of the shipment.
Once the products are returned, they will be inspected.
The customer may then choose:
Reship:
The customer must pay the shipping fee for reshipment.
Partial Refund:
A partial refund may be issued after applicable shipping, payment-provider, and refund fees have been deducted.
If the shipment is not returned, no refund will be provided.
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4. Shipment Lost With Shipping Insurance
If the customer purchased shipping insurance and the shipment is officially determined to be lost by the postal or courier service in either the origin or destination country, the order may be reshipped free of charge.
The shipment must be officially considered lost according to the applicable postal or courier procedures. This determination may take up to 30 days.
Free reshipment will be provided once only.
If the replacement shipment is subsequently lost, additional reshipment or refund may not be provided.
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5. Shipment Lost Without Shipping Insurance
If shipping insurance was not purchased and the shipment is officially confirmed as lost in the destination country, the customer must obtain official written confirmation from the relevant postal or courier service confirming the loss.
The document must be an official document and may be subject to verification.
Once the required documentation has been received and verified, we will begin the resolution process.
The available option is:
Reship:
The customer may request reshipment by paying 60% of the original order amount.
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6. Shipment Seized With Shipping Insurance
If shipping insurance was purchased and an order is seized by customs in the destination country, the following options may be available:
Reship:
The order may be reshipped free of charge once.
If the replacement shipment is subsequently seized or lost, additional reshipment may not be provided.
Partial Refund:
A partial refund may be issued according to the Refund section of this policy.
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7. Shipment Seized Without Shipping Insurance
If shipping insurance was not purchased and the order is seized by customs in the destination country, Duty-Free Cigarette Supply Agent is not responsible for the seizure.
Customers are responsible for understanding the tobacco-import laws and customs regulations of their destination country before placing an order.
If the shipment is confiscated and is not returned to the sender, we cannot provide a replacement or refund.
If the shipment is held by customs and subsequently returned to the sender, the customer may choose:
Reship:
The customer must pay the applicable shipping fee.
Partial Refund:
A partial refund may be issued according to the Refund section of this policy.
Returned products will be inspected before the resolution is processed.
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REFUND
Refund eligibility depends on the circumstances of the order.
1. Product Out of Stock
If a product becomes unavailable after payment has been completed, the customer will be informed.
If the product cannot be supplied, the customer will receive a full refund for the unavailable product/order, as applicable.
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2. Customer Cancellation After Payment
If a customer requests cancellation after payment has been completed but before shipment, a partial refund may be issued.
Payment-provider fees, transaction fees, refund fees, or other applicable processing charges may be deducted from the refund.
The amount of these fees may vary depending on the payment method and payment provider.
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3. Shipment Returned Due to Customer Error
If a shipment is returned to the sender because of customer-related issues, such as:
- Incorrect or incomplete address
- Incorrect ZIP/postal code
- Incorrect recipient name
- Delivery failure
- Failure to receive the package
the customer may choose:
Reship:
The customer pays the applicable reshipping fee.
Partial Refund:
If the customer does not wish to pay the reshipping fee, a partial refund may be issued after deducting applicable shipping, payment-provider, and refund fees.
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4. Customer Refuses Delivery Due to Customs Charges
If the customer refuses delivery because of customs duties, taxes, import charges, or similar fees, the customer is responsible for returning the shipment.
Once the shipment is returned, the products will be inspected.
The customer may choose:
Reship:
The customer pays the applicable reshipping fee.
Partial Refund:
A partial refund may be issued after applicable shipping, payment-provider, and refund fees are deducted.
If the shipment is not returned, no refund will be provided.
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5. Customs Seizure With Shipping Insurance
If shipping insurance was purchased and the shipment is seized by destination-country customs, the customer may choose:
Reship:
One replacement shipment may be provided free of charge.
If the replacement shipment is subsequently seized or lost, additional replacement may not be provided.
Partial Refund:
A partial refund may be issued after deducting applicable shipping, insurance, payment-provider, and refund fees.
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6. Customs Seizure Without Shipping Insurance
If shipping insurance was not purchased and the shipment is seized by destination-country customs, Duty-Free Cigarette Supply Agent is not responsible for the seizure.
Customers are responsible for understanding and complying with their local tobacco-import regulations.
If the shipment is confiscated and is not returned to the sender, no replacement or refund will be provided.
If the shipment is returned to the sender, the customer may choose:
Reship:
The customer pays the applicable reshipping fee.
Partial Refund:
A partial refund may be issued after applicable shipping, payment-provider, and refund fees are deducted.
If the shipment is not returned, no refund will be provided.
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REFUND PROCESS
All refunds are subject to verification and inspection where applicable.
Refund processing times may vary depending on the payment provider, bank, and payment method used by the customer.
Any applicable transaction, payment-provider, shipping, insurance, or refund fees may be deducted according to the circumstances described in this policy.
Duty-Free Cigarette Supply Agent reserves the right to determine whether a reshipment or refund is applicable based on these Terms & Conditions and the circumstances of each case.
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CANCELLATION
If a customer wishes to cancel an order before it has been shipped, please send an email to:
📧 cigarette.duttyfree@gmail.com
Please include:
- Order number
- Customer name
- Email address used for the order
- Cancellation request
Cancellation requests will be processed as soon as possible.
Once an order has been shipped, cancellation may no longer be possible.
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CHARGEBACK POLICY
Customers are encouraged to contact Duty-Free Cigarette Supply Agent first to resolve any payment, order, shipping, or refund-related issue before initiating a chargeback.
A chargeback should only be initiated where there is a legitimate and documented reason.
Where necessary, Duty-Free Cigarette Supply Agent reserves the right to provide relevant order, payment, shipping, and communication records to the payment provider or financial institution handling the chargeback.
Fraudulent or abusive chargeback attempts may be disputed and may result in further action where permitted by applicable law.
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CUSTOMER AGREEMENT
By using this website or placing an order, you confirm that you have read, understood, and agreed to this Refund & Return Policy and the applicable Terms & Conditions.
If you do not agree with any part of these policies, please do not use this website or place an order.
CONTACT
For assistance regarding orders, returns, refunds, reshipments, cancellations, or other customer-service matters, please contact:
📧 cigarette.duttyfree@gmail.com
Duty-Free Cigarette Supply Agent
Trusted Since 2019
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