Our aim is your satisfaction. In case you are not satisfied with your order, you should contact us within 14 days of receiving your order. Goods must be returned undamaged, vacuum-sealed in their original packaging and by unit of packaging. Returns must be provided by international postal services otherwise the buyer bears the shipping costs. Please contact us for details.

When an order returns us, we will re-ship your package immediately as our main idea is to provide you top quality cigars in any case. Re-shipments are not sent out before package returns us and checked (damage, quantity, different product, original packing etc.) by our team.
If your re-shipped package is also not delivered to you we will refund your payment. ( please see Refund section below)

Our shipments are guaranteed against damage and loss.
The International Postal Rules consider a shipment as a lost item if the shipment has not arrived within 40 days after it has shipped.
In case of your parcel has not arrived in 40 days (This period depends on destination local postal service workload, customs clearance delays, extreme weather situations, local postal errors and delayed deliveries.), packages will be considered as lost and immediately re-shipped.
You can upgrade to Express Mail Service for your re-shipment if you chose International Registered Mail at first by accepting to pay price difference.
Please note that: If your item is not delivered to you and sent back to us by postal service due to customers faults (wrong address, wrong name, zip code etc.), customers will need to bear the shipping fee in order for us to re-ship.

In order to receive a refund for your order;
1. Ordered product must be out of stock at the time of payment. (Full Refund)
2. If customer wants to cancel order after completion of payment, a partial refund is being made due to refund fee being deducted from your payment, which is applied by payment provider. This amount differs from the payment method you choose.
3. BackwoodsOnline will re-ship a new package if it’s required. Otherwise BackwoodsOnline will refund product price deducting shipping fees.

In order for a customer to ask for a chargeback from their bank, BackwoodsOnline should not be obeying any of the rules stated above and this situation must be proved by valid documents to customers’ own bank. Any fraud attempts are subject to legal action taken by BackwoodsOnline and its legal representatives against responsible individuals.

Got questions? Call us! +48 507 618 668
Borowska 262 , 50-558 Wroclaw , Poland