Refund & Returns Policy
Effective Date: July 20, 2026
Carmen Simonne Cigars LLC (“Carmen Simonne Cigars,” “Company,” “we,” “our,” or “us”) is committed to providing premium handmade cigars and related products. Please read this Refund & Returns Policy carefully before placing an order. By purchasing from www.csimonnecigars.com, you acknowledge and agree to the terms of this policy.
1. All Sales Are Final
Due to the perishable nature of handmade cigars and for health, safety, and regulatory Due to the perishable nature of handmade cigars and for health, safety, and regulatory reasons, all sales are final.
Unless otherwise required by applicable law, Carmen Simonne Cigars LLC does not accept returns, exchanges, or provide refunds for:
- Handmade cigars
- Custom cigar orders
- Personalized products
- Cigar accessories that have been opened or used
- Merchandise that has been worn, used, or damaged after delivery
Customers are encouraged to carefully review their order before submitting payment.
2. Custom Orders
Custom cigar orders, personalized packaging, engraved products, and other made-to-order items are produced specifically for the customer.
Accordingly:
- All custom orders are final.
- No cancellations, returns, exchanges, or refunds will be issued once production has begun.
- Variations in handcrafted products are normal and are not considered defects.
3. Order Cancellations
Customers may request cancellation before an order enters processing.
Once an order has entered processing, packaging, fulfillment, or shipment, it cannot be canceled.
Carmen Simonne Cigars LLC reserves the right to cancel any order at its sole discretion, including but not limited to circumstances involving:
- Fraud prevention;
- Inventory shortages;
- Pricing errors;
- Legal compliance;
- Shipping restrictions;
- Inability to verify age;
- Inavility to verify payment;
- Violation of applicable laws;
- Any other lawful business reason.
If Carmen Simonne Cigars LLC cancels an order prior to shipment, any payment received will be refunded using the original payment method whenever possible.
4. Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect item, you must notify us within thirty (30) days of delivery.
Please email [email protected] with:
- Your order number
- Description of the issue
- Clear photographs of:
- Shipping package
- Shipping label
- Damaged product(s)
- Packing materials (if applicable)
Failure to provide sufficient documentation may delay or prevent resolution of your claim.
After review, Carmen Simonne Cigars LLC may, at its sole discretion:
- Replace the affected product;
- Issue store credit; or
- Provide another appropriate remedy where warranted.
Submission of a claim does not guarantee approval.
5. Shipping, Risk of Loss, and Delivery
All shipments are made FOB Shipping Point, unless otherwise required by law..
Ownership and risk of loss transfer to the customer when the order is delivered to the shipping carrier. Shipping estimates are not guarantees.
Once an order has been accepted by the carrier:
- Shipping delays are outside our control.
- Customers should contact the carrier directly regarding delayed shipments.
- Customers should contact the carrier using the provided tracking number regarding lost shipments.
- Packages marked “Delivered” by the carrier are considered delivered.
Carmen Simonne Cigars LLC is not responsible for:
- Carrier delays
- Weather-related delays
- Customs delays
- Transportation interruptions
- Incorrect shipping addresses supplied by customers
- Theft occurring after confirmed delivery
- Packages left unattended after delivery
Customers are responsible for providing accurate shipping information.
6. Refused Shipments
Orders refused by the customer after shipment may be treated as abandoned merchandise due to the perishable nature of tobacco products.
Refunds will generally not be issued for refused deliveries unless required by applicable law.
7. Handmade Product Disclaimer
OOur cigars are individually handcrafted.
Variations in:
- Color
- Wrapping
- Texture
- Veining
- Ring gauge
- Aroma
- Appearance
- Dimensions, including length and width
are expected and are not considered defects.
Natural variations may occur, including: wrapper color, texture, veining, ring gauge, length, aroma, and appearance. These natural variations are expected characteristics of handmade tobacco products and do not constitute manufacturing defects.
8. Product Storage
Customers are responsible for properly storing cigars after delivery.
Improper storage—including excessive heat, cold, humidity, dryness, or prolonged exposure to environmental conditions—may affect product quality.
Carmen Simonne Cigars LLC is not responsible for deterioration resulting from improper storage after delivery.
9. Gift Cards and Gift Certificates
Gift cards and gift certificates are governed by the terms printed on or accompanying the gift card or certificate.
Where applicable, gift cards are subject to Ohio law regarding expiration dates and consumer protections.
Unless otherwise stated:
- Gift cards are non-refundable.
- Gift cards cannot be redeemed for cash except where required by law.
10. Approved Electronic Payment Methods
We currently accept approved electronic payment methods designated during checkout.
Available payment methods may change without prior notice.
Orders will not be processed until payment has been successfully received and verified.
11. Promotional Discounts
Promotional offers, coupons, discount codes, and special pricing:
- May be modified or discontinued at any time.
- Have no cash value.
- May not be combined unless expressly stated.
- May be canceled if fraud or misuse is suspected.
12. Fraud Prevention
To protect customers and our business, Carmen Simonne Cigars LLC reserves the right to:
- Verify customer identity;
- Verify billing information;
- Request additional documentation;
- Decline suspicious transactions;
- Cancel fraudulent orders without notice.
Orders flagged by fraud prevention systems may be delayed or canceled.
13. Sales Tax
Applicable sales tax will be collected where required by federal, state, or local law.
Customers remain responsible for any taxes required under applicable law.
14. Tobacco Product Restrictions
Customers certify that they are at least twenty-one (21) years of age and legally permitted to purchase tobacco products.
Customers are solely responsible for ensuring that cigar purchases are legal in their state, county, municipality, or other jurisdiction.
Carmen Simonne Cigars LLC reserves the right to:
- Refuse shipments to restricted jurisdictions;
- Cancel prohibited orders;
- Request age verification before shipment;
- Require government-issued identification;
- Require adult signature upon delivery where required by law or deemed appropriate.
Failure to satisfy age-verification requirements may result in order cancellation.
15. Limitation of Liability
To the fullest extent permitted by law, Carmen Simonne Cigars LLC shall not be liable for indirect, incidental, consequential, exemplary, punitive, or special damages arising from the use of the Website or purchase, shipment, delivery, storage, or use of products.
Our maximum liability for any claim shall not exceed the purchase price paid for the product giving rise to the claim.
Nothing in these Terms or Policies limits rights that cannot legally be waived.
16. Force Majeure
Carmen Simonne Cigars LLC shall not be liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to: natural disasters, severe weather, fire, labor disputes, government actions, transportation disruptions, cyberattacks, internet and communications outages, utility failures, or public health emergencies.
17. Changes to Terms or Policies
We reserve the right to modify these Terms and Policies at any time.
Revised Terms and Policies become effective immediately upon posting unless otherwise indicated.
Continued use of the Website after changes are posted constitutes acceptance of the updated Terms.
Customers should periodically review this page for updates.
18. Contact Us
Questions regarding any policies can be directed to:
Carmen Simonne Cigars LLC
Cleveland, Ohio, USA
Email: [email protected]
Website: www.csimonnecigars.com
