Refund policy

Last updated: October 16, 2025

At 21 Cigar Company LLC, doing business as 21 Cigar Co. ("we", "us", or "our"), we want you to be thrilled with your purchase from bitcoincigars.com (the "Site") or our services (collectively, the "Services"). Our Services are available only to customers in the United States, its territories, and APO addresses. Due to the premium nature of our cigars and accessories, we have a specific return policy outlined below. Please read it carefully to understand your options.

General Policy

All sales are final unless explicitly stated otherwise in this policy. Due to the perishable and consumable nature of premium cigars, and the specialized nature of accessories like ashtrays, lighters, cutters, and humidors, we do not accept returns, exchanges, or refunds except in cases of damaged-in-transit or defective items, as described below.

Timeframe for Claims

To be eligible for a return or resolution, you must contact our customer care team within 30 calendar days from the date the carrier marks your package as “delivered” (or the date of possession for local pickups). Claims submitted after this period will not be considered.

Damaged-in-Transit Claims – Cigars & Bundles

Eligible Damage

We’ll accept claims for cigars, sampler packs, or bundles that arrive:

  • Crushed, moldy, or otherwise physically damaged due to shipping.

Non-Eligible Damage

We cannot accept claims for:

  • Damage occurring after delivery (e.g., due to improper handling or storage).
  • Minor wrapper imperfections on individual cigars that do not affect smoking performance.

Required Proof

To process your claim, please provide:

  • Clear photos of the outer shipping box (including the label).
  • Photos of the inner packaging.
  • Photos showing the damage to each affected product.

Resolution Options

If your claim is approved, we’ll work with you to resolve the issue by offering, at our discretion:

  • Replacement: A replacement of the exact SKU and quantity at no additional cost.
  • Store Credit: Credit equal to the purchase price for use on bitcoincigars.com.

We may require the return of damaged items (using a prepaid shipping label we provide) before processing the resolution.

Damaged-in-Transit or Defective Accessories

Eligible Items

Accessories (e.g., ashtrays, lighters, cutters, humidors, apparel) are eligible for return if they arrive:

  • Damaged due to shipping (e.g., ceramic, porcelain, crystal, or glass items that are broken).
  • Defective upon arrival (e.g., a lighter that doesn’t function).

Non-Eligible Issues

We cannot accept claims for:

  • Minor cosmetic chips or scratches that do not impact functionality.
  • Damage or defects caused by use or mishandling after delivery.

Required Proof

Please provide:

  • Clear photos of the outer shipping box (including the label).
  • Photos of the inner packaging.
  • Photos showing the damage or defect to each affected accessory.

Resolution Options

For approved claims, we’ll offer, at our discretion:

  • Replacement: A replacement of the item at no additional cost.
  • Store Credit: Credit equal to the purchase price for use on bitcoincigars.com.

We may require the return of damaged or defective items (using a prepaid shipping label we provide) before processing the resolution.

Incorrect, Missing, or Lost Shipments

  • Incorrect or Missing Items: If we ship the wrong product or omit an item from your order, we’ll promptly send the correct or missing item(s) at no cost to you.
  • Lost Shipments: If a package is officially declared lost by the carrier, we’ll treat it as a damaged-in-transit claim and offer a replacement or store credit, as outlined above.

Non-Returnable Items

Except as described above, we do not accept returns or refunds for:

  • Premium cigars, sampler packs, or bundles, unless damaged in transit.
  • Accessories, unless damaged in transit or defective upon arrival.
  • Items due to buyer’s remorse, dissatisfaction with flavor, incorrect selection, or price changes.
  • Products confiscated by customs or delayed in transit.
  • Items sold on final-sale markdown, close-out, or auction.
  • Gift cards or used, altered, or customer-damaged products.

How to Submit a Claim

To initiate a claim for damaged, defective, incorrect, or missing items, please contact us within 30 calendar days of delivery:

Email: info@bitcoincigars.com (Subject Line: “Claim – Order #[Insert Order Number]”)

Please include:

  • Your order number.
  • A brief description of the issue.
  • Clear photos of the damaged or defective product, outer shipping box, and inner packaging, as applicable.

We aim to respond to all claims within one business day.

Refund or Credit Processing

In the rare case of an approved refund (e.g., when a replacement is unavailable), we’ll process it within two business days via the original payment method (Bankful for credit/debit card payments or BTC Pay Server for Bitcoin payments). Refunds for Bitcoin payments will be issued based on the USD value of the original transaction at the time of purchase. Store credit, if chosen, will be issued to your account for use on bitcoincigars.com.

Policy Updates

We may update this Return Policy from time to time. Changes will be posted on bitcoincigars.com and will apply only to orders placed after the “Last updated” date. By completing your purchase, you acknowledge that you have read, understood, and agreed to this Return Policy.

Contact Us

Have questions or need help with a claim? We’re here for you! Reach out at info@bitcoincigars.com.