PipeMoment is committed to providing properly maintained premium cigars and tobacco products. All items are carefully inspected for appearance and packaging integrity prior to shipment and are dispatched under storage conditions that meet professional standards. As international shipping involves factors beyond our control, customers are kindly requested to inspect their order promptly upon delivery to ensure their rights are protected.
Receiving & Delivery Inspection
Please inspect both the outer packaging and contents immediately upon receipt. If visible damage is found on the outer package, including crushing, tearing, moisture exposure, or deformation, you must request that the courier note the damage on the delivery record before signing. Clear photos showing the tracking number must be taken, and all original packaging must be retained. You must contact our customer service team via online support or email within 24 hours of delivery.
Failure to document damage at the time of receipt or failure to submit the required materials within the stated timeframe may result in the claim being declined.
If a package is returned due to incorrect shipping address, incorrect contact information, failed delivery attempts, or refusal of delivery, the customer will be responsible for the reshipping cost. The international reshipping fee is USD 35 per package.
Return & Exchange Policy
Cigars are natural agricultural products. Variations in color, texture, or batch characteristics are normal and do not constitute defects. Returns or exchanges will not be accepted for subjective reasons, packaging updates, or version differences. In the absence of significant shipping damage or verified quality issues, cigars are not eligible for return or exchange.
To qualify for a return request, items must remain unused and in original condition, with intact packaging, labels, and all accessories included. Products showing signs of use, improper storage, or customer-caused damage will not be accepted.
Refund Policy
Refunds will be issued for the actual amount paid for the product, minus the original shipping cost. If a return is caused by customer-related reasons, the original shipping fee is non-refundable, and any additional reshipping or return costs will be borne by the customer. Once returned goods are received and inspected, refunds will be processed within 5–7 business days.
Shipping Damage Claims
If your product arrives damaged due to shipping, you must submit a claim within 24 hours of delivery and provide a complete uninterrupted unboxing video starting from the unopened package, clear photos of the damaged items, photos of the outer packaging, and the order number. Claims submitted without a full unboxing video will not be accepted.
As handcrafted natural products, cigars may exhibit minor cosmetic imperfections that do not affect smoking performance. These do not qualify for compensation, including minor foot cracks, superficial wrapper lines, light compression marks, natural color variation, or small surface scratches.
In cases of significant structural damage caused by transportation, including severe cracking, substantial breakage, visible green mold, or deformation rendering the cigar unusable, PipeMoment will conduct a professional assessment. Compensation, if applicable, will be determined based on the severity of the damage, the quantity affected, and the overall impact. Compensation may be issued in the form of account credit or equivalent-value vouchers. All claim decisions are subject to final professional evaluation.
If you have any questions, please contact: service@pipemoment.com
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