Terms & Conditions

Please be aware that by accessing and using this website, YOU ACCEPT these all terms and conditions below.
If you do not agree these terms and conditions or any part of them, DO NOT USE this website.

Article 1: This website contains images of Tobacco and other age restricted products. You must be at least 18+ years of age to use this website.

Article 2: All orders are subject to approval of CigarsofDubai.com. indonesia.cigarsofdubai.com holds rights to cancel, reject or edit your order for any reason. System is sending a PENDING email to customers after placing an order. This email is only showing that the order has been received by the system successfully. It’s not an order approval. Order approval is sent by indonesia.cigarsofdubai.com with next email. If there ordered product is out of stock customer is informed.

Article 3: Shipping will be provided by International Postal or courier services and takes between 5 and 40 days to be delivered depending on your country and destination city.
Delivery period might extend due to customs clearance delays, extreme weather conditions, pandemic Covid-19, local postal errors etc. (please see Shipping page for details).
Delays are not under our control so we are not responsible for delays.

Article 4: In case of wrong or missing delivery, please contact us with your order number within 14 days.
If your order arrived with missing items;
Please contact us with pictures of delivered parcel at the time of delivery. We will make sure to ship missing items earliest possible.
If you order arrived with wrong items;
Goods must be returned undamaged, vacuum-sealed in their original packaging and by unit of packaging.
If you want to accept the order with wrong items, please contact us with your order number.

Article 5: Cigarette and tobacco packs come with Excise stickers, proving that taxes (customs duties, VAT, Excise tax) were paid in Indonesia.
Please be aware that your delivery may also be subject to customs duties, taxes or seizure over which we have no control, and which MUST be borne by you.
We are not responsible for paying any taxes or duties involved in the importation of customer’s order into their country.
All customers must be aware of their local customs laws about purchasing online tobacco from overseas countries by post before place an order.

Article 6: We should declare order as “Cigarette” on the Customs Declaration Form, due to customs regulation in source country.
Orders will be declared as “Rokok” it means cigarette.
We can not declare your specials as “Gift, etc”).

If you don’t agree please do not place an order.
All customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.

Article 7: We cannot be held responsible for customs taxes, charges, seizure, delayed shipments or any further inconveniences caused by domestic Customs offices.
Please notice that these are tobacco products and each country has different laws and tariffs for tobacco imports.
We are not in a position to be fully aware of all regulations pertaining to customs offices all over the world hence assumes that each Buyer is fully aware of the conditions and regulations applied by his/her domestic customs system.

Article 8: All customers must be aware of their local customs laws about purchasing online tobacco from overseas countries by post before place an order.
In case your order gets held or confiscated at customs you are responsible of all your local customs law.
If the package returns back to us within 40 days we will be refunding the product cost only.
Shipping fees will not be refunded.

Article 9: If the product is not returned within 40 days it will be considered damaged and the product cost & shipping fees will not be refunded.

Article 10: As defined by the International Air Transport Association Dangerous Good Regulations (DGR), tobacco is categorised as a flammable solid under Dangerous Goods items. So, no international claim can be made for tobacco orders.

Article 11: Flavored tobaccos have been banned some countries. We do not take responsibility customs risks for your flavored tobaccos orders.
Please obtain necessary information about local rules for flavored tobaccos before placing your order.

Article 12: We supply all the products from Official Retailers and use Drop Shipping service. Shipments are completed from Indonesia (non-EU country). So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.

Article 13: Please read our FAQ page on the homepage for useful informations about shipments, shipment status, delivery time and more…

Important Note:
All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them. “IQOS”, “Marlboro”, and “Heatsticks” are registered trademarks of PMI (Phillip Morris International Inc.) in the United States and/or other countries. “GLO”, “NeoSticks”, and “Kent” are registered trademarks of BAT (British American Tobacco) in the United States and/or other countries. “Backwoods” is registered trademarks of Altadis USA. INC. in the United States and/or other countries. This site is not endorsed nor affiliated with PMI (Phillip Morris International Inc.). This site is not endorsed nor affiliated with BAT (British American Tobacco), PMI (Phillip Morris International Inc.) or Altadis USA. INC.

Return
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.
Coloration of cigars or taste is not a reason for return. In case of wrong or missing delivery, please contact us with your order number within 14 days.
Goods must be returned undamaged, in their original packaging and by unit of packaging. All returns must be sent by local Official Postal Service.
Buyer bears the shipping cost for return. Please contact us for details.
* If customer denies to pay the customs duties and taxes applied, customer can return the product back to us for refund. Please read the REFUND section for details.
* If the shipment is held at customs due to local tobacco import rules, customer is responsible to contact customs office and return the shipment back to us. Please read REFUND section for details.

Reship
1. If the order is not delivered to customer and returned to sender by postal service due to customers faults (wrong or missing address, wrong or missing zip code, wrong name, delivery failure, receiver did not answer, etc.), we offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: Please read REFUND section for details.

2. If the order is not delivered to customer and returned to sender by postal service due to destination country customs rules, order will be reshipped immediately.

3. If the order is LOST due to the Postal Service in origin country and/or does not arrive to destination country within the region for which it is responsible (lost decision is made by the Postal Service in origin country), order will be reshipped immediately. 

4. If customer refuses the delivery (due to applied customs duties, tax, etc.) customer is responsible to return the order back to us. Products will be checked after return by our experts.
We offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: Please read REFUND section for details.

*** We cannot be held responsible for seizure any caused by Customs offices.
So all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order. We cannot send a replacement package or refund. Please read REFUND section for details.

Refund
In order to receive a refund for your order;
1. Ordered product must be out of stock after the payment for any reason. (Stocks are updated continuously) Full Refund

2. If customer wants to cancel order after completion of payment, a partial refund is being made due to fees (payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund

3. If order is not delivered to customer and returned to sender by postal service due to customers faults (wrong or missing address, wrong or missing zip code, wrong name, delivery failure, receiver did not answer, etc.), we offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: If the customer doesn’t accept to pay reshipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund

4. If customer refuses the delivery (due to applied customs duties, tax, etc.) customer is responsible to return the order back to sender. Products will be checked after return by our experts.
We offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: If the customer doesn’t accept to pay reshipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund

5. We cannot be held responsible for seizure any caused by Customs offices.
So all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
We cannot send a replacement package or refund.

*** If the shipment is held at customs due to local tobacco import rules, customer is responsible to return the products back to sender. Products will be checked after return by our experts.
We offer two options to our customer;
Reship: Customer will need to bear the shipping fee in order to re-ship.
Partially Refund: If the customer doesn’t accept to pay reshipping fee, a partial refund is being made due to fees (shipping fee, payment provider fee and refund fee) being deducted from customer’s payment, which is applied by payment provider and bank. Fees may vary depending on the payment method customer chooses. Partially Refund

*** If the shipment is not returned to sender payment will not be refunded. No Refund

6. If order is LOST in the destination country, the customer must obtain the official letter stating this situation from the relevant official carrier and share it with us. The official letter must be wet signed. Copied or scanned documents are not accepted.
Refund process will be initiated when the official document reaches us.
We offer two options to our customer;
Reship: Order will be reshipped immediately.
Full Refund: Full refund process will be started immediately.

Please note that, indonesia.cigarsofdubai.com holds rights to re-ship or refund per terms above.

Cancelation
If customer wants to cancel order (before the order is not shipped) just send email to [email protected] about your cancel request. Your request will be done asap.

Chargeback Policy
In order for a customer to ask for a chargeback from their bank, indonesia.cigarsofdubai.com 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 indonesia.cigarsofdubai.com and its legal representatives against responsible individuals.

Please be aware that by accessing and using this website, you accept these all terms and conditions above.
If you do not agree these terms and conditions or any part of them, do not use this website.
For any assistance, comments or recommendations, please contact us at [email protected]
All messages must be written in English.

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