After your purchase

In principle, there is no statutory right of return in Switzerland. zigarrenversand.ch gmbh, however, grants you a voluntary 30-day right of return under the ‘VSV Swiss Online Guarantee’.
 
IMPORTANT: Before returning an item to us, please contact us. To do so, please send an email to support@zigarrenversand.ch, stating the order number and the items you wish to return.
Once you have returned the items to us, please keep the postal receipt with the tracking number in case the parcel goes missing.
Cigars and tobacco products
We grant a right of withdrawal, subject to restrictions, for individual cigars. Individual cigars or cigars sent loose cannot be returned or exchanged.
Whole boxes may be returned provided the protective film has not been removed.
Should the buyer be dissatisfied with the quality of the product when ordering crates, and should the seller be able to verify that the quality defect is not attributable to the buyer, the item will be replaced free of charge.
In this case, the buyer must contact the seller and return the disputed product to the seller within 7 days at the seller’s expense. 
When placing an order (with the exception of individual cigars or cigars sold loose), the buyer has the option to return the goods within 7 days of the invoice date by registered post, stating the reason for the return. However, the right of return only applies if the items ordered are unused, unopened, in their original packaging and in perfect condition. The cost of returning the goods shall be borne by the buyer. 
Discounted goods or goods on clearance cannot be returned.
If the parcel is damaged on the outside and the contents have also been damaged as a result, you must do the following:
  • If possible, please take a photo of the parcel
  •  Submit a complaint to your local post office, as Swiss Post is liable for damaged parcels. To do so, you can contact the Swiss Post helpline on +41 848 888 888 or visit the following page: https://www.post.ch/de/pakete-versenden/schaden-oder-verlust
  •  Please contact us by email (service@zigarrenversand.ch) or by telephone (052 624 26 00). We can then arrange a replacement and assist you with the investigation with Swiss Post

We pick and pack hundreds to thousands of items every day. We take great care to ensure that everything is picked and dispatched correctly. Despite our best efforts, it can happen that the wrong item is sent. Should this occur, please contact us. We will then send you the correct item. Along with the item, we will send you a returns form, which you can use to return the incorrectly delivered item to us free of charge.

  • Please contact us by email or telephone, quoting your customer number or order number . Click here for our contact details.
  • Please wait for a reply from us.
  • We will send you the correct item.
  • You will find a returns form in the parcel (containing the correct item).
  • Please place the incorrectly delivered item in the parcel and stick the label onto the parcel.
  • The label is already prepaid, so the return delivery will cost you nothing.

Tobacco is a natural product and is subject to natural variations. Hand-rolled cigars are subject to further variations, which is why cigars may not always draw evenly. If a cigar does not draw properly and cannot therefore be smoked, you must proceed as follows:

  1. It is important that the cigar is always lit first. Tightly rolled cigars can still draw normally, just as soft cigars can have a poor draw. You should therefore always light the cigar first; this is the only way to assess the draw correctly.
  2. If a cigar is stored in conditions that are too humid, the tobacco inside the cigar expands and blocks the air channels. Cuban cigars are particularly prone to this. One way to remedy this is to remove the cigar from the humidor about 15 minutes before smoking it.
  3. If the cigar does not draw properly, let it go out. It should not have been smoked for more than a quarter of its length.
  4. IMPORTANT: We need the cigar returned. As we are retailers and not the manufacturers of the cigars, we must also return them.
  5. To arrange a replacement for the cigar, please contact us using the form ‘Defective Product’.

 

Please report the faulty product via the following link, providing a detailed description: Faulty product

Important: We are only the retailer of the cigars and not the manufacturer. We, too, must return faulty products to our suppliers. Please therefore keep the products until you receive a reply from us regarding how to proceed.

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