Please read this before you open your order. Opening a bundle is final.
See It Before You Open It
Our bundles are packed so you can see every cigar through the packaging. When your order arrives, look over the cigars before you break the seal or open the wrap.
- Happy with what you see? Open it and enjoy.
- Not happy with how they look? Don't open it. Request a return through our Report an Issue page within 14 days of delivery and send it back unopened (see Unopened Returns).
Opening a bundle means you have seen the cigars and accept their appearance, color, and construction.
All Sales Are Final Once Opened
Cigars are a consumable tobacco product. Once a bundle is opened, we can't inspect, restock, or resell it, so:
- Opened bundles are not returnable or refundable, for any reason.
- This includes appearance, color, size, flavor, strength, or changing your mind.
- The only exception is a covered defect (below), and it is resolved by replacement or store credit, never a cash refund.
Long Filler Bundles
Long Filler bundles are our everyday-value tier. They are smoke-tested, not beauty-tested, and are priced that way. Color differences, veins, blemishes, and uneven caps are expected. Because you can see every cigar before opening, appearance is never grounds for a claim on a Long Filler bundle.
Unopened Returns
Unopened bundles with the seal and packaging fully intact can be returned within 14 days of delivery for a refund of the product price (less original shipping, if any was charged).
- Request a return authorization through our Report an Issue page first. Returns sent without one will be refused.
- You pay return shipping and carry the risk of loss in transit.
- We refund after we receive the bundle and confirm it is unopened. Opened, resealed, or tampered bundles are sent back at your cost or declined.
Final Sale Items
These can't be returned, opened or not:
- Sale or clearance items
- Custom-blended items
- Gift cards
Covered Defects
We cover problems that make a cigar unsmokable, or that are our mistake:
- Cigars crushed, snapped, or cracked through the binder on arrival
- Mold (fuzzy blue-green or dark growth that stains the wrapper, not plume)
- A plugged draw that can't be cleared after cutting
- Wrong item or short count
- Package damaged in transit
Report within 7 days of delivery through our Report an Issue page. If the damage is visible through the packaging, photograph it before opening.
Not a Defect
These are part of a hand-rolled product and are not covered:
- Color variation, veins, spots, or small wrapper blemishes
- Minor nicks or surface tears that don't affect the smoke
- Uneven caps, small differences in shape or size, soft or firm spots
- Plume (white crystals that brush off)
- Flavor or strength preference
- Cracking, burn problems, or tunneling caused by storing the cigars outside a humidor
- Heat or cold damage after delivery
How We Make It Right
For an approved defect claim:
- A few affected cigars: we replace those cigars or give store credit for them.
- 5+ defective cigars in a 25-count (10+ in a 50-count): we replace the bundle.
- Wrong item, short count, or lost package: we reship, or refund to your original payment method.
How to File a Claim
All claims must be submitted through our Report an Issue page within 7 days of delivery. Claims sent by email, phone, text, or social media are not accepted, and we'll direct you to the form.
- Sign in with the email you ordered with.
- Select your order.
- Fill out every required field and upload:
- A photo of the outer packaging
- Clear photos of each affected cigar
- Submit. Our team reviews every claim and replies through our support system.
A claim is only open once the form is submitted. Keep the cigars until your claim is resolved. If we ask for them back, we'll send a prepaid label.
Refund Processing
Approved refunds go to the original payment method within 5–10 business days of approval, or of our receiving a returned bundle. Your bank may take extra time to post the credit.
Cancellations
You can cancel for a full refund any time before your order ships. Once a tracking number is created, this policy applies.
Refused or Undeliverable Packages
Packages that are refused, or returned because of a wrong address or a failed adult signature, are refunded minus original and return shipping costs.
Lost Packages
If tracking shows delivered but you didn't receive it, submit a claim through our Report an Issue page within 7 days. We'll file a carrier claim and work with you on a resolution.
Submit a Claim Before Contacting Your Bank
By placing an order, you agree to this policy. Please submit a claim through our Report an Issue page before disputing a charge. Most claims are resolved within one business day. Chargebacks filed on opened bundles, or without a submitted Report an Issue claim, will be disputed with this policy and your order records.
Claims: Report an Issue. General questions: support@farmhouseblends.com