Refund Policy

Last updated: 2026-05-09

Dewata Cigars sells sealed, full-box premium cigars sourced from verified global suppliers. We stand behind every box we ship. This page explains when refunds apply and how to claim one.

Refunds are offered in two situations

1. Stock becomes unavailable after payment

If stock changes after you have paid and your selected product becomes unavailable, you have two options:

Full refund — we return the full amount to your original payment method. No questions asked, no return required.
Substitute product — we offer an alternative product of your choice from our current available stock. If the substitute is cheaper, we refund the difference. If the substitute is more expensive, you settle the additional amount before we ship.

2. Cigar damage is proven through a full, uncut unboxing video

This is the standard industry practice for premium cigars. To claim a refund for damaged product, please record the box being opened from sealed state, in one continuous take, with no cuts. The video should clearly show:

The sealed outer packaging on arrival
The retail brand box being opened for the first time
The damaged contents

If a refund for damage is approved, a return of the item may be required. In such cases, return shipping costs may apply and are reviewed case by case.

What is not eligible for refund

Cosmetic damage to outer packaging (dents, tears, scuffs, or imperfections to shipping cartons) is not eligible for refund as long as the cigars themselves remain intact and sealed.

We may open the larger outer shipping carton (master box) at our warehouse to inspect retail boxes inside. This is a quality-control step, not damage. Retail brand boxes remain sealed.

Concerns based on personal taste preference are not eligible for refund. We do not sell singles or sample cigars; full sealed boxes only.

How to file a refund claim

Your order reference
The full uncut unboxing video (for damage claims)
A short description of the issue

Refund processing time

Once a refund is approved:

Indonesian bank refunds: processed within 24 hours of approval to the same bank account used for the original payment.
International refunds (via Wise): processed within 3 working days of approval, sent to the same Wise account or destination used for the original payment.