Returns & Refunds

At City Cigar, we strive to ensure that every customer is satisfied with each purchase they make. Due to industry issues like counterfeit products, we do operate within certain parameters with regards to returns (as noted below), however if you are uncertain how our return policies affect your particular situation, please feel free to contact us for clarification.

Tobacco Returns
Please note that due to issues with counterfeit tobacco products within the industry, we generally do not accept returns on tobacco products, including cigars, cigarillos, and pipe tobacco. Exceptions can sometimes be made with sealed boxes, tins, or bundles. Please note that this restriction doesn't apply to cigars or other tobacco products that are received damaged, which will be exchanged by us for the same product with proof of purchase (either a receipt or record of the purchase in a customer account).

Accessory Returns
We do not enforce a set period of time for returns of accessories, but please note that some brand warranties are limited - often to 1-2 years - which may effect repair or replacement of the product.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at email@citycigarcompany.com. Please note that returns will need to be sent to the following address: 888 West 6th Avenue, Vancouver BC, V5Z 1A6.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at email@citycigarcompany.com.

Damaged Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 5 business days have passed since we’ve approved your return, please contact us at email@citycigarcompany.com.