Our approach

Cigars are a consumable product whose condition depends on how they are stored and handled. Once a shipment of tobacco products has left our facility we cannot verify how it has been kept, so cigars cannot be returned for a refund or exchange once they have shipped.

That said, if something is wrong with your order — it arrived damaged, it is not what you ordered, or an item is missing — we will make it right. The sections below explain how.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or containing the wrong items, contact us within 7 days of delivery at info@rushcigars.com. Include:

• Your order number
• A description of the problem
• Photographs of the outer packaging, the inner packaging and the affected products

Once we have reviewed the claim we will replace the affected items or refund them, at your preference and subject to availability. We may ask you to return the item; where we do, we cover the return shipping.

Accessories and unopened items

Non-tobacco items — humidors, cutters, lighters, ashtrays, cases and similar accessories — may be returned within 30 days of delivery provided they are unused, in their original packaging, and in resalable condition.

Return shipping on these items is the customer’s responsibility unless the item is faulty or was sent in error. We recommend a tracked service; we cannot refund a return that does not reach us.

What we cannot accept

We are unable to accept returns or issue refunds for:

• Cigars and other tobacco products that have shipped, unless damaged, defective or sent in error
• Any product that has been opened, smoked, partially used or otherwise altered
• Damage caused by storage conditions after delivery, including dryness, cracking or mould from an unmaintained humidor
• Items reported to us more than 7 days after delivery, or accessories reported after 30 days
• Gift cards and any item explicitly marked final sale

How to start a return or claim

Email info@rushcigars.com with your order number and the reason for the return, and attach photographs if the issue is damage or a defect. You can also call +1-800-558-1992 during business hours.

We will respond with a decision and, where a return is required, instructions and a return address. Please do not send anything back before you have heard from us — unannounced returns cannot be processed.

How refunds are issued

Approved refunds are issued to the original payment method. Once we process a refund, the funds typically appear within 5 to 10 business days, depending on your bank or card issuer.

Original shipping charges are refunded only where the entire order was faulty, damaged or sent in error. Where free shipping was applied and a partial return brings the order below the free-shipping threshold, the shipping cost that would otherwise have applied may be deducted from the refund.

Cancelling an order

If you need to change or cancel an order, contact us as soon as possible. If the order has not yet been processed or handed to the carrier, we will cancel it and refund you in full.

Once an order has shipped it cannot be cancelled. You may refuse delivery, in which case the terms for refused parcels in our Shipping Policy apply.