You are visiting https://connaisseur-de-cigare.com. By doing so, you have agreed to accept the terms and conditions bound in this site. These are applicable to all the orders placed and processed on our site. Any transactions with connaisseur-de-cigare.com will be governed by these conditions.
GENERAL TERMS
connaisseur-de-cigare.com are the merchants and are referred to as “We”, “Us”, “Our” from this point forward.
All purchases are made at your own risk, we do not guarantee the descriptions or dimensions of the products are accurate and the information on the website should be used as a guide only.
All products are genuine products. Barcodes and seals may be removed and boxes may have been opened for inspection. We can never guarantee an unopened box or one with a barcode. You must agree to this by way of a check box at the time of placing your order.
Wrapper colours, bands etc displayed on the website are for illustrative purposes only and should not be relied upon when making purchasing decisions.
We are a high volume, low margin supplier and therefore all boxes are picked and packed from the next available stock. We are not able to select boxes for customers based on wrapper colour, date etc. so please do not request this.
Cancelling an order – Please review your selection extra carefully before completing payment, once payment has been completed it is unlikely that we will be able to prevent shipping. Therefore we can not guarantee that you will be able to cancel or edit an order once it has completed payment.
We reserve the right to cancel any order for any reason without notice. If we cancel an order, this will be refunded to the card used for payment.
We allow one account per customer. Customers found to be in breach of this will have their purchasing rights removed without notice.
All credit card payments and bank transfer payments are made in HKD. Please note that if your account is held in any other currency, your bank/card issuer may impose currency conversion charges for your payment. We can not be held responsible for these charges.
PAYMENTS
We accept all major payment methods including Visa, Mastercard, JCB, Diners, CUP, AMEX and Bank remittance.
Prices DO NOT include VAT and are tax-free.
REFUND, RESHIP, CANCELLATION AND RETURN POLICY
What our satisfaction guarantee covers:
Our guarantee covers damage, mold (not plume). As an organic product, flavour will certainly vary from cigar to cigar and batch to batch and will also depend on how long they have been allowed to mature/rest in your humidor. We recommend resting your cigars for a minimum of two weeks on arrival. We do not cover personal preference.
We recommend having your boxes opened and inspected to prevent mould on your cigars, any cigars not inspected will not be eligible for refunds or returns due to mould.
Barcodes may be removed from our boxes to protect the identity of our suppliers. By purchasing, you acknowledge and agree that this may be the case.
Our arrival guarantee applies up to 30 working days after shipment date, all non arrivals and additional issues must be dealt with within this time frame. We cannot refund after this period.
Additionally issues such as damage, mould, incorrect shipment etc must be dealt with on arrival, please inspect your cigars and immediately inform us of any concerns. Please take photos of the products and upload them with your comments when submitting your request to Customer Service.
Draw – most issues relating to poor draw are easily resolved by resting your cigars in your humidor. We recommend that all cigars are rested in your calibrated humidor for a minimum of 2 weeks before attempting to smoke them. Our guarantee for damage does not cover tight draw.
Flavour and Colour – Cigars are an organic product and therefore flavours and colours may vary from box to box or cigar to cigar. We do not guarantee our products for taste or wrapper colour.
REFUNDS & RETURNS
All refunds for damage, incorrect shipment etc require a return. We will refund upon receipt.
If you receive cigars that are damaged or incorrect, please contact the support team immediately and send pictures of the damage/incorrect product via the support portal..
All returned cigars must be packed in their original packaging and we will refund for unused product only.
We will advise the return address and we will not accept a return without the Return Number (RMA) clearly displayed on the package label.
Please note we will only refund the return shipping cost if our expert determines the cigars are defective in any way, or the incorrect cigars have been shipped.
Any refunds to your card or bank account will be in HKD and we are not responsible for any currency conversion charges you may incur.
Only in the case of faulty product, we will refund the return shipping cost, as long as shipping instructions have been followed and the Return Number (RMA number) has been clearly displayed.
Returns due to refusal by local customs authorities or local postal services are not covered by this guarantee.
Please note that we will only refund the cost of the product (not any shipping charge) upon the goods being received by our warehouse and please note that there will be a re-stocking and administration fee of 400 HKD deducted from any refund for returned product.
Shipping Guarantee for non Arrival:
After 30 days of no-show, we will be able to open an investigation with the post office to find out what is happening with the packages. If a package cannot be found, we will send a replacement package.
Shipping to Australia, Brazil, and all South American countries is much slower due to unreliable local postal services(45 to 90 days). We ask for patience for customers wanting to be delivered in these countries.
Please Note: Check your address carefully before completing your order, this guarantee will not cover an incorrectly entered shipping address.
Shipping Address:
The shipping address must be a permanent address, we do not ship to temporary addresses such as holiday homes, hotels etc.
It is your responsibility to check the shipping address entered carefully as incorrectly entered shipping addresses are NOT covered by our shipping guarantee and can not be edited once the order has been placed.
Please note that once an order has completed payment, there is no guarantee that we will be able to stop this from shipping if you have made an error with your order or the address.
CONTACTING US
If you have questions or need to be supplied return address and RMA please contact us. We will endeavor to answer any questions within 10 hours.
GOVERNING LAW
You must be 18 years old or older to browse our website and buy cigars or tobacco in general. An ID check may be conducted if needed.
Should duties be required, clients must arrange with their local authorities when notified of the arrival of the package in their country.
We advise checking your own country’s importation regulations before ordering, as there may be further taxes required. We do not ship Cuban products to the US.
Any disputes arising between the merchant and the cardholder will be governed by the Court of the country or region where the company of record is incorporated. ie. Hong Kong.