At Pour & Puff, we want you to feel confident when purchasing cigar accessories from our store. If something is not right with your order, our support team is here to help.

This policy explains how returns, refunds, exchanges, damaged products, and order-related issues are handled.

Return Eligibility

You may request a return within 30 days of receiving your order.

To qualify for a return, the product should generally be unused, in its original condition, and returned with its original packaging and any included accessories or components.

Items that show signs of use, modification, accidental damage, or improper handling after delivery may not qualify for return.

How to Start a Return

Before sending any product back, please contact us at roblewis1@me.com.

When contacting us, please include your order number, the product you would like to return, the reason for the return, and clear photos if there is an issue with the item.

Once your request has been reviewed, we will provide the appropriate return instructions.

Please do not send products back before contacting us, as unauthorized returns may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible.

To help us review the issue efficiently, please provide:

• Your order number

• A brief description of the issue

• Clear photos or videos of the product

• Photos of the packaging where relevant

After reviewing the information, we will work with you toward an appropriate solution, which may include a replacement, refund, or another suitable resolution.

Product Condition

Cigar accessories such as cutters, humidors, cases, holders, ashtrays, and other accessories should be returned in a condition suitable for inspection and resale.

Products that have been heavily used, altered, engraved, damaged, or returned with missing components may not be eligible for a refund.

For items involving blades, heating elements, or other functional components, please package them carefully and safely when returning them.

Non-Returnable Items

Certain products may not be eligible for return, including personalized or custom-made items, gift cards where applicable, products marked as final sale, and items damaged through misuse or improper handling.

Certain opened or used products may also be restricted from return for safety, hygiene, or condition-related reasons.

If you are unsure whether your item is eligible, please contact us before sending it back.

Exchanges

If you would like a different model, size, finish, or product variation, please contact our support team.

Exchange availability depends on current stock and product availability.

If a direct exchange is not possible, we may recommend returning the eligible item and placing a new order for your preferred product.

Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will generally be issued to your original payment method.

Please allow additional time for your bank, card provider, or payment service to process and display the refund after it has been issued.

Original shipping charges may not be refundable unless the return is related to a damaged, defective, or incorrect item.

Return Shipping

Return shipping costs may be the responsibility of the customer unless the product arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service when returning an item.

Pour & Puff cannot be responsible for return packages that are lost before reaching the designated return location.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible after placing it.

We will do our best to assist. However, once an order has entered processing or has already shipped, changes or cancellations may no longer be possible.

Missing or Delayed Orders

If your order appears delayed or missing, please review the latest tracking information first.

You can track your order here:

https://5xefhx-cr.myshopify.com/apps/track123

If you still need assistance, contact us with your order number and we will help review the available shipping information.

Contact Us

If you have questions about a return, refund, exchange, or order issue, please contact us:

Pour & Puff
Email: roblewis1@me.com
Location: Waterloo, WI 53594, United States
Primary Market: USA

We appreciate your trust in Pour & Puff and are committed to providing a smooth and dependable shopping experience.