Refund and Returns Policy for MatrixCigars.com
Overview
Thank you for shopping at MatrixCigars.com. Your satisfaction is our priority. Our refund and returns policy lasts 30 days for certain items purchased on matrixcigars.com. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It should also be in the original packaging.
Exceptions to Returns:
Cigars: Since cigars are consumable items, we cannot accept returns. However, if you encounter any issues, please reach out to us. We’re keen to ensure your satisfaction and will do our best to address your concerns. Email us at info@matrixcigars.com.
Additional non-returnable items include:
- Gift cards
- Downloadable software products
- Some health and personal care items
For all returns, we require a receipt or proof of purchase.
We kindly ask that you refrain from sending your purchase back to the manufacturer.
Refunds:
Once we receive and inspect your return, we’ll email you about the status of your refund. If approved, your refund will be processed, and the credit will be applied to your credit card or original payment method within a specified number of days.
Late or Missing Refunds:
Yet to receive your refund? First, recheck your bank account. Then, contact your credit card company. Sometimes it takes time before a refund is officially posted. Next, contact your bank. If you’ve done all these and still haven’t received your refund, please email us at info@matrixcigars.com.
Sale Items:
Refunds only apply to regular-priced items. Sale items are non-refundable.
Exchanges:
We exchange items only if they are defective or damaged. For exchanges, email us at info@matrixcigars.com and send your item to our specified address.
Gifts:
For items marked as gifts at purchase and shipped directly to you, you’ll get a gift credit equal to your return’s value. On receiving the returned item, a gift certificate will be mailed to you. If the item wasn’t marked as a gift or the giver had it shipped to themselves, we’ll send a refund to the giver.
Shipping Returns:
Return your product by mailing it to our specified address. You cover the return shipping costs, which are non-refundable. If your refund gets approved, the return shipping cost will be deducted from it.
If you’re shipping a high-value item, consider trackable shipping or insurance. We cannot guarantee receiving returned items.
Need Help?
For questions on refunds and returns, email us at info@matrixcigars.com.
