Refund policy

At the Gristmill Cigar Co., we take pride in providing premium cigars and exceptional customer service. Due to the nature of tobacco products, all sales are considered final. However, we will work with customers to resolve issues involving damaged, defective, incorrect, or incomplete orders.

Eligibility for Replacement

Customers may be eligible for a replacement, store credit, or other resolution if:

  • The wrong item was shipped.

  • The order arrives damaged during transit.

  • Items are missing from the shipment.

  • Products arrive in an unusable condition due to a manufacturing defect.

  • The package is lost by the shipping carrier.

Reporting an Issue

To be considered for a replacement, customers must contact us within 48 hours of the recorded delivery date.

Requests must include:

  • Order number

  • Description of the issue

  • Clear photographs of the product

  • Clear photographs of the packaging and shipping label, if applicable

Failure to provide requested documentation may result in denial of the claim.

Non-Eligible Situations

We do not offer replacements, returns, or refunds for:

  • Opened or partially consumed cigars

  • Products that have been smoked

  • Flavor, strength, or blend preferences

  • Improper storage after delivery

  • Damage caused by customer handling

  • Orders delayed due to carrier issues beyond our control

  • Packages left unattended after confirmed delivery

  • Normal variations in tobacco products, including wrapper color, appearance, or minor cosmetic imperfections


Weather-related Claims

Exposure to extreme temperatures during transit may affect tobacco products. Customers are encouraged to retrieve delivered packages promptly. Claims related to weather exposure after delivery will not be eligible for replacement. 

Resolution

Upon review of an approved claim, we may, at our sole discretion:

  • Ship replacement products

  • Issue store credit

  • Provide a refund

The method of resolution will be determined based on the circumstances of the claim.

Contact Information

To report an issue with your order, please contact:

Gristmill Cigar Co.
grant@gristmillcigars.com
570-713-7339

We reserve the right to refuse any claim that does not meet the requirements of this policy.