Guarantee, Return Policies and Procedures
All returns must be pre-approved by a company Manager
within 10 days of receipt of order;
please call 1 (866) 977-2983 to request a product return/exchange.
All products (except coffee) are guaranteed 2 years. Any purchaser who returns damaged products will have the products replaced free of charge. For out-of-state customers, the purchaser will be responsible for all shipping costs, taxes and fees that may apply to the replacement of the cigars. In any case, cigars will be replaced free of charge.
Restrictions on Guarantee
Coffee, Rum and other perishable products have certain restrictions included in the guarantee.
Customers are responsible for returning the complete package of damaged cigars. Management must be notified and returns must be made within 10 days of shipping receipt. Upon receipt of any damaged product, a replacement of equal value will be returned at the Customer’s expense. Customer will be responsible for shipping and handling costs, as well as applicable taxes and fees in his or her state.
Delivery, Risk of Loss and Insurance Claims
Rum shipments are not included in the Delivery & Risk of Loss section. The customer is entirely responsible for making and settling all administrative carrier notification details, and securing the insurance payment. No damaged rum shipment is the responsibility of Management.
Management is responsible for all products until such time that they leave distribution and are handed to a third-party carrier for final delivery. Third party carriers include but are not limited to DHL, USPS, and FedEx. Each product has a certificate of mailing and a tracking number that includes proof of delivery. Management cannot accept responsibility if you, the client, inputs an incorrect shipping address or otherwise provides Management with inaccurate information on the internet order site. Although we take steps to ensure you receive your goods within a specified time, we cannot be responsible for late arrivals and cannot refund delivery costs that have been charged by a third party.
All products are shipped insured. The customer is responsible for identifying damage to the product at the time of delivery and is required to start an insurance claim by
- refusing delivery of damaged products, and
- filling out and filing the appropriate insurance claim forms with the carrier.
If Management determines that any loss or failure of delivery is due to the carrier’s error and Management is in receipt with correct insurance claim documentation (this varies for each carrier), Management will consult with Administration about replacing the products for the customer prior to insurance settlement.
Return or Refusal of Delivery
Packages that are returned to Management which may have been refused outright by the purchaser will not be accepted by Management.
Customer returns may only be made by contacting Management and getting authorization from Management for the return. No Manager may authorize a return without prior Administrative authorization. Call toll FREE 1 (866) 977-2983 for further information.
A credit card charge back fee of $15.00 will be charged for any authorized return or refusal of delivery. Returns will carry a 15% restocking fee in some cases.
All products authorized for return must be in their original packaging. All products authorized for return must be shipped to the Cristo Street store (packages are not accepted at any other company adress):
59 Calle del Cristo
San Juan, PR 00901
ALL Discount Sales are Final
Special Discount sales and sales including free gifts are final. No refunds will be given on purchases made for less than the regular price.
Credit Card Purchases and Charge Backs
Management has the right to refuse any credit card purchase or any chargeback that it considers to be outside the parameters of its normal business procedures or which may be inconsistent with any of these policies. The Customer agrees at the time of purchase to pay in full all shipping, tax, fees, insurance or any other related cost which legally applies to the shipment or customer receipt of products in his or her city, county, state or country.
Credit Card holder agrees to hold Management harmless for any misuse of their credit card number or billing information. Management accepts only Visa/Master Card and American Express. Management does not accept orders by persons younger than 19 years of age.
Please note the following detailed information regarding Credit Card Transactions:
- Please NOTE: We do not process charges online in real time due to the high level of Internet fraud. We only process your credit card upon verification with your bank or issuing Credit Card Company; you may also receive an email from our Credit Card Merchant Processor noting any charge activity or credits to your account.Management accepts Visa, MasterCard, and American Express as forms of payment. Each credit card company has established policies and procedures that Management as a Merchant (seller) must adhere to. There are responsibilities that you as the "buyer" must adhere to which could include proof that you are in fact "the card holder" by means of reasonable identification (business or other listed telephone number with the credit card company database that we can verify). Please contact American Express @ 1 (800) 528-5200, Discover @ 1 (800) 347-2000, VISA @ 1 (800) 228-1122 or MasterCard @ 1 (800) 826-2181 if you feel like any of our "verification" policies are not in line with their organizational policies. We work hard to prevent FRAUD and if you have received an email from us implying that you have placed an order with our website and you in fact have not, please inform us immediately. Please be aware that we make all attempts to verify you as the "real card member" prior to processing the charge. Contact us toll free at 1 (866) 977-2983.Credit Card Processing
- Credit Card Authorization Form
For all credit card orders, we require that you complete a credit card charge authorization form (the order form you fill out on the website). By submitting the form you are authorizing Management to charge and ship the products ordered on the form.
- Bill-to Address Policy
Our Merchant system is secure and requires that we verify with the issuing bank the "registered billing address" prior to approval or shipment of your order. This is according to documentation determined by the credit card Company that requires us to ship to the verifiable billing address only.
- Ship-to Address Policy
An Alternative ship to address can be established if you wish. In some cases you may have to contact your credit card issuer and add an "Alternative Shipping Address" that can be verified by a merchant such as Data ID. This is an address that allows us upon authorization by the credit card Company to ship to a different address than the registered billing address. Many times you may be traveling and need a product shipped to a hotel or friends - this address must be verifiable in order for us to process your order. This is an accepted process by all credit card Companies, their toll free numbers are in the Credit Card Processing section above.
We thank you for your business and hope that you understand that in today's times with the level of Internet credit card fraud approaching billions of dollars in losses, we must adhere to the policies of the issuing credit card Company.
We will work with all law enforcement agencies including the FBI, Secret Service, INTERPOL, Homeland Security, ATF, TTB and any other department to validate or help in preventing FRAUDULENT use of credit cards and or checks!
Information is subject to change without notice.
This policy was last modified on: August 27, 2011