Refund policy
Last updated: 11 September 2026
This Return and Refund Policy applies to purchases made directly from Tabaqueria De Filipinas Inc. through tabaqueria.com.
We stand behind the products we make. Because our principal products are tobacco products and many of our products are handmade or personalised, we generally do not accept change-of-mind returns after shipment.
However, this Policy does not exclude, restrict, or waive any right or remedy that cannot lawfully be excluded under the Consumer Act of the Philippines, the Internet Transactions Act of 2023, or any other applicable law.
1. Change-of-mind returns
After an order has shipped, we do not ordinarily accept a return, exchange, or refund solely because:
- you changed your mind;
- you no longer want the product;
- you ordered the wrong item;
- you ordered the wrong size, format, or quantity;
- you prefer a different product; or
- you made an error in information or specifications that you reviewed and approved.
This rule applies only where the product supplied is not defective, damaged before or during delivery, materially non-conforming, or otherwise subject to a remedy required by law.
2. Cancellation before shipment
You may cancel a standard, non-personalised order for a full refund at any time before we notify you that it has shipped.
To request cancellation, contact:
and provide your order number.
We will make reasonable efforts to stop dispatch.
If the parcel has already been handed to the carrier or otherwise placed in transit before we receive or act on the cancellation request, the order will be treated as shipped.
Nothing in this section limits a cancellation right that applicable law independently requires.
3. Personalised Products
Personalised Products include items made or altered to your specifications, including engraving, custom ring bands, names, dates, logos, artwork, or other customised features.
You may cancel a Personalised Product before custom work begins.
Once engraving, printing, custom band production, fabrication, or other personalisation work has begun, the order may not ordinarily be cancelled merely because you changed your mind.
You are responsible for checking and approving all customer-supplied text, names, dates, spelling, punctuation, artwork, dimensions, logos, and proofs.
If the finished product accurately reproduces information or artwork that you approved, an error contained in the approved material is not considered an error made by Tabaqueria.
If the Personalised Product materially differs from the final approved proof or instructions because of an error attributable to us, or is otherwise defective, damaged, or non-conforming, your rights under Sections 5 to 8 below apply.
4. Natural and handmade variations
Our cigars are handmade from natural tobacco. Our wood products, boxes, humidors, engraving, and other handcrafted products may also involve natural materials and hand-finishing.
Reasonable variations in tobacco colour, wrapper appearance, dimensions, weight, wood grain, wood colour, engraving placement, lettering, texture, depth, and finish are part of the character of handmade and natural products.
A reasonable natural or handmade variation that does not materially affect the product's quality, intended use, or agreed specifications is not by itself a defect.
5. Damaged, defective, or non-conforming products
Please contact us if a product:
- arrived damaged;
- was defective when delivered;
- materially differs from the product ordered;
- materially fails to conform to its description or agreed specifications;
- contains an error in personalisation attributable to Tabaqueria;
- is incomplete in a material respect; or
- otherwise gives rise to a remedy under applicable law.
We will evaluate the circumstances and provide the remedy required by applicable law.
Depending on the circumstances and the remedy available under law, this may include:
- repair, where appropriate;
- replacement of the affected product or affected quantity;
- replacement with an agreed substitute;
- a proportionate price reduction;
- refund; or
- another remedy required or mutually agreed.
Nothing in this Policy allows us to substitute our preferred remedy where applicable law gives the consumer the right to select a different remedy.
6. Reporting a problem and supporting evidence
For visible shipping damage or an apparent defect, please notify us within forty-eight (48) hours after delivery where reasonably practicable.
Prompt notice helps us investigate the condition of the goods, make claims against a courier where appropriate, and determine the cause of damage.
Please provide, where reasonably available:
- your order number;
- a description of the problem;
- clear photographs or video showing the affected product;
- photographs of the outer and inner packaging;
- a photograph of the shipping label; and
- any other information reasonably necessary to investigate the claim.
The forty-eight-hour request is an administrative claim-handling procedure. Failure to report within forty-eight hours does not extinguish a statutory right or remedy that cannot lawfully be waived.
Likewise, photographs or video may be required where reasonably necessary to investigate a claim, but we will not use an impossible or unreasonable evidence requirement to defeat a valid statutory claim.
We may request additional reasonable evidence where necessary to distinguish a manufacturing defect, transit damage, improper storage, customer-caused damage, natural handmade variation, or another cause.
7. Keep the product and packaging while the claim is reviewed
Please retain the affected product and its original packaging until we tell you that they may be discarded.
Do not return a product without receiving return instructions from us.
If applicable law or the agreed remedy requires return of the original product, we may arrange or reimburse the reasonable cost of return where the return must legally be at no cost to the consumer.
Where a refund has already been made and the consumer is required to return the original goods, the consumer must reasonably cooperate with the return process.
8. How replacement claims are assessed
Each claim is assessed according to the circumstances and applicable law.
Where replacement is an appropriate remedy:
- if only one or a small number of cigars in a larger box are affected, we may propose replacement of the affected quantity or a reasonable replacement pack;
- if most or all cigars in a box are affected by a common defect existing at delivery, replacement of the full box may be appropriate;
- if an accessory, box, or humidor is defective, we may replace the affected item; and
- if the same item is unavailable, we may offer a reasonably comparable substitute, subject to your agreement where required.
These examples do not reduce any remedy to which you are entitled by law.
9. Items we generally do not replace or refund
Subject to mandatory legal rights, we do not provide a remedy for damage or deterioration caused after proper delivery by:
- improper humidification or storage;
- excessive heat, cold, moisture, dryness, or sunlight;
- misuse or abnormal use;
- mishandling, crushing, dropping, cutting, modification, or other physical damage;
- failure to follow reasonable care instructions;
- unauthorised repair or alteration;
- ordinary wear;
- a customer's own error in approved personalisation content; or
- reasonable natural or handmade variation.
We may deny a claim that is fraudulent, fabricated, materially misleading, duplicated, or made through manipulation or abuse of our claims process, without prejudice to valid rights under applicable law.
10. Lost shipments
If a shipment is lost before delivery and the loss is not caused by you, please contact us.
We will investigate with the carrier and provide the remedy required by applicable law, which may include replacement or refund.
A shipment will not be treated as lost merely because it is delayed while undergoing reasonable customs inspection or carrier processing.
11. Failed delivery, refusal, and incorrect addresses
If a shipment cannot be delivered because:
- you supplied an incorrect or incomplete address;
- you failed to collect or accept it after reasonable delivery attempts;
- you refused delivery without a legally valid reason; or
- another circumstance within your control caused the delivery failure,
we may charge reasonable actual redelivery or return costs to the extent permitted by law.
Because tobacco products returned through the delivery chain may not always be suitable for resale, a failed delivery caused by the customer does not automatically entitle the customer to a refund.
Mandatory consumer rights remain unaffected.
12. International orders and customs
For international orders, you are responsible for determining before purchase whether the products and quantities ordered may lawfully be imported, possessed, and received in the destination jurisdiction.
Unless otherwise required by law or expressly stated at checkout, destination-country customs duties, import taxes, excise taxes, brokerage charges, permit costs, and similar charges are the recipient's responsibility.
We do not ordinarily refund a product, shipping charge, customs charge, tax, or duty where a parcel is refused, detained, returned, confiscated, or destroyed because:
- the product is prohibited or restricted at the destination;
- the recipient lacks an import permit or other required authorisation;
- customs duties or charges were not paid;
- the customer supplied incorrect customs information; or
- the customer otherwise failed to comply with destination-country import requirements.
This exclusion does not apply to the extent that the event was caused by an error attributable to Tabaqueria, a material misdescription by us, our unlawful conduct, or our failure to perform an obligation that applicable law places on us.
If we send a replacement product internationally, the destination jurisdiction may impose new duties or charges. We will discuss reasonably foreseeable replacement-shipment charges with you before shipment where practicable.
13. Refunds
Where a refund is approved or required by law, it will ordinarily be returned to the original payment method.
We will initiate the refund within a reasonable period after entitlement to the refund has been established and, where applicable, any required return has been arranged.
Our normal processing target is seven (7) to fourteen (14) business days after confirmation of the refund.
Your bank, card issuer, payment provider, or international payment network may require additional time before the credit appears in your account. We do not control that external processing time.
If the original payment method is no longer available, we may require reasonable identity and payment verification before using another lawful refund method.
14. Chargebacks and payment disputes
We encourage you to contact us first if you believe a charge is incorrect or an order has not been properly fulfilled.
Nothing in this Policy prevents you from exercising a lawful right to dispute a payment.
However, knowingly submitting false information to a bank, card issuer, payment provider, or Tabaqueria in connection with a payment dispute, refund, replacement, or chargeback may constitute fraud or abuse.
We may provide order, delivery, communications, age-verification status, and other relevant transaction records to a payment provider where reasonably necessary and legally permitted to respond to a payment dispute.
15. Complaints and escalation
Send complaints and return/refund requests to:
Telephone: +63 2 8868 2753
Please include your order number and sufficient information for us to identify and investigate the transaction.
We aim to resolve complaints within seven (7) calendar days where reasonably possible.
If a complaint remains unresolved after seven calendar days, our internal redress mechanism will be treated as exhausted to the extent provided by applicable Philippine law.
You may thereafter pursue any remedy available through the Department of Trade and Industry, another competent authority, alternative dispute resolution, or the courts, as applicable.
16. Statutory rights
Nothing in this Policy excludes, restricts, conditions, or waives a consumer right or remedy that cannot lawfully be excluded.
Where this Policy conflicts with a mandatory requirement of applicable consumer law, the mandatory legal requirement prevails.
17. Contact information
Tabaqueria De Filipinas Inc.
Edificio Belin
Magsaysay Road, Brgy. San Antonio
San Pedro, Laguna 4023
Philippines
Telephone: +63 2 8868 2753
Email: info@tabaqueria.com
