01.Overview
1.1 This Refund Policy explains when and how Club Habano issues refunds, and how to request one. It covers the three ways you can be charged on our platform: auction purchases, in-stock retail purchases, and recurring membership fees.
1.2 This Policy forms part of our Terms & Conditions. By confirming a purchase at checkout you accept both. Nothing in this Policy affects your statutory rights as a consumer.
02.Auction Purchases — Sales Are Final
2.1 Every bid is a binding offer to purchase. Winning an auction forms a contract of sale, and auction purchases are final: they cannot be cancelled, returned, or refunded because you changed your mind, bid in error, or found the item cheaper elsewhere.
2.2 The only exceptions to auction finality are:
- Authenticity. If an item is determined not to be authentic under our Authenticity Guarantee (see the Terms & Conditions), you will receive a full refund of the purchase price and buyer’s premium once the item has been returned as instructed.
- Not as described. If the item you receive is materially different from the listing (wrong item, undisclosed significant damage), report it within 48 hours of delivery with photographs. If we uphold the claim, we will arrange a return and refund in full.
- Non-delivery. If your item is lost in transit and cannot be recovered, you will be refunded in full, including shipping.
2.3 Cigars and other tobacco products are perishable and sensitive to storage conditions. Once a shipment has been delivered in good condition, we cannot accept returns of opened or unsealed tobacco products.
03.In-Stock Retail Purchases
3.1 Items bought directly from our in-stock catalogue (fixed-price purchases, not won at auction) may be returned within 14 days of delivery, provided they are unused, unopened, and in their original sealed packaging.
3.2 For health, hygiene, and product-integrity reasons, tobacco products that have been unsealed or removed from their original packaging cannot be returned unless they are faulty or not as described.
3.3 To start a return, contact us as described in section 6 before shipping anything back. Unless the return is due to our error or a faulty item, you are responsible for the cost of return shipping and for adequately protecting the item in transit; we recommend a tracked, insured service.
3.4 Once the returned item has been received and inspected, we will confirm the refund by email and process it as described in section 5.
04.Memberships and Recurring Charges
4.1 Paid memberships are billed monthly in advance and renew automatically until cancelled, as disclosed and expressly consented to at the point of purchase.
4.2 You can cancel at any time from your account (Dashboard → Subscription) or by emailing admin@clubhabano.com. Cancellation stops all future renewal charges; your benefits continue until the end of the billing month already paid for.
4.3 Membership fees already paid are non-refundable and membership periods are not prorated, except as required by law. If you believe a renewal was charged in error — for example, after you had already cancelled — contact us and, where we confirm the error, we will refund that charge in full.
05.Refund Method and Timing
5.1 All refunds are issued to the original payment method used for the purchase: card refunds go back to the same card, and pay-by-bank refunds go back to the originating bank account. We do not issue refunds in cash or to a different card or account.
5.2 Approved refunds are submitted to our payment processor within 5 business days of approval (or, for returns, of our receiving and inspecting the returned item). Depending on your bank or card issuer, the funds typically appear within a further 5–10 business days; card refunds may take one to two billing statements to show.
5.3 Where a purchase was made in a currency other than your card’s billing currency, the refund is issued in the currency of the original charge. Exchange-rate differences and any fees applied by your bank or card issuer are outside our control.
06.How to Request a Refund
6.1 Email admin@clubhabano.com from the email address on your account, with your order number, the item or charge concerned, and the reason for the request. For damage or not-as-described claims, include photographs and contact us within 48 hours of delivery.
6.2 We aim to acknowledge every refund request within 2 business days and to resolve it within 10 business days of receiving all the information we need.
6.3 If you have a concern about a charge, please contact us before disputing it with your bank or card issuer — most issues can be resolved faster directly. Filing a chargeback on a transaction you expressly authorized at checkout, without first contacting us, may result in suspension of your account while the dispute is investigated.
07.Your Statutory Rights
7.1 This Policy is in addition to, and does not limit, any rights and remedies you may have under applicable consumer-protection law, including rights in respect of goods that are faulty or not as described.