Here at Pipes and Cigars, we do our best to provide you the highest quality products, in perfect condition and as promptly as possible. While we aim to satisfy every customer, we know that issues occur from time to time. In the case that you are not satisfied with your purchase, we are here to help! You may return the item within 30 days upon receipt of your order. Please contact our customer service team at 1-800-494-9144, and they will guide you through our easy return process. Upon completion of your return for an exchange, credit or refund, you will receive a Return Merchandise Authorization Number (RMA#). It is very important to write that number on the package to ensure a quick and accurate return process. Please take note that returns take 3-10 business days from receiving a return to process.
How our return policy works:
Pipes — If you are not satisfied with the appearance of your new pipe for any reason, you may return the item within 30 days of receipt of your order for an exchange, credit, or refund, as long as it hasn't been smoked. Please take the time to completely inspect the pipe before smoking for the first time. Returns take up to 3-10 business days from receiving a return to process. We stand behind every pipe we sell to be free of defects in workmanship and materials for one year. Please call customer service at 1-800-494-9144 to let us know about the problem so we can determine the issue. If possible, please take 2 or 3 pictures that you can email to us to allow us to assess the defect. Warranty does not include stem, mouthpiece, excess wear and tear, and cracks due to dropping.
Pipe Tobacco — If you feel your tobacco was not manufactured to the highest of standards - or if the tobacco is not what you ordered - please contact us as soon as possible. Only unopened containers are eligible for return, except in the case of damaged or defective product. Please keep in mind that in order to return an item it must be within 30 days of receipt of your order.
Cigars — For cigars by the box or bundle of 20 cigars or more, we allow a 1 stick allowance but the remaining must be returned in order to receive full merchandise credit, less shipping charges. If you try more than 1, your refund will be based on the number of cigars returned. For samplers and 5-packs returns must be in new, unopened condition to receive full credit. This includes having cigars in their cellophane wrappers. Please keep the original packaging and any accessories to return with the item and do not return any cut or smoked cigars, as this may affect your refund.
All Other Merchandise — For any other merchandise outside Cigars, Pipes and Pipe Tobacco, may be returned within 30 days upon receipt of your order for an exchange, credit or refund. Any merchandise returned, must be new and in the packaging with the exception of any damage or defects. Returns take up to 3-10 business days from receiving a return to process.
In addition, any promotional items that came with the item you are returning, must be returned or you will be charged for the retail price of the promotional item(s).