Refund & Customer Satisfaction Policy

Refund & Satisfaction Guarantee Disclaimer

 

Ellis & Co. Cigars / The Luxury Leaf, LLC takes pride in the quality and craftsmanship of our cigars and stands behind every product we sell.

 

If you are not satisfied with your purchase, refund or replacement requests must be submitted within two (2) business days of confirmed delivery.

 

How to Request a Refund or Replacement

Please email: michael.ellis@theellisfamilycigars.com with:

• Your order number

• A brief description of the issue

• Clear photos of the product and packaging (if applicable)

 

We will review your request promptly and work with you to get the matter squared away.

 

Cigar-Specific Exclusions

 

Due to the nature of premium handmade cigars, the following conditions are not eligible for refunds or replacements:

• Cigars that have been fully smoked

• Minor wrapper imperfections, natural veins, or color variation

• Flavor profile preferences or changes caused by personal storage conditions

• Damage resulting from improper humidity, temperature control, or storage after delivery

• Normal burn variations common in handmade cigars

 

Eligible Refunds & Replacements

 

Refunds or replacements may be issued at our discretion for:

• Shipping damage documented upon receipt

• Manufacturing defects that materially affect the cigar

• Incorrect items received

When approved:

• A replacement cigar may be sent, or

• A refund may be issued to the original payment method

• Shipping costs are non-refundable unless otherwise required by law or if the error was ours.

 

Final Determination

 

All refund and replacement decisions are made by Ellis & Co. Cigars / The Luxury Leaf, LLC and are considered final.