MokaCigar
Returns & Refunds Policy
www.mokacigar.com
Last Updated: 26 February 2026
We stand behind every product we sell. If something isn't right with your order, we want to make it right. This policy sets out your rights and our procedures for returns, exchanges, and refunds.
1. Your Statutory Rights
This Returns Policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Right to Cancel (Cooling-Off Period)
If you are a UK consumer purchasing online, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason. To exercise this right:
Notify us in writing within 14 days of receipt at support@mokacigar.com with your order number and reason
Return the goods within 14 days of your cancellation notice
Goods must be in their original, unopened, and unused condition with all packaging intact
Once we receive and inspect the returned goods, we will process your refund within 14 days using the original payment method. Standard delivery charges are refunded for valid cancellations. Return shipping is your responsibility unless we specify otherwise.
3. Non-Returnable Items
Due to the nature of tobacco and luxury cigar products, the following cannot be returned or refunded unless faulty:
Cigars or cigar products that have been removed from their original sealed packaging or humidified storage
Single cigars sold individually (not in sealed boxes)
Personalised or custom-rolled cigars
Gift sets or bundles that have been partially or fully opened
Accessories that have been used or show signs of wear
Digital products or gift cards
This does not affect your right to return faulty or misdescribed goods.
4. Faulty, Damaged, or Incorrect Items
If you receive a product that is:
Damaged in transit
Not as described or mislabelled
A different product than ordered
Defective in quality or construction
Please contact us within 48 hours of delivery at support@mokacigar.com. Include your order number, a brief description of the issue, and photographs of the product and packaging. We will offer one of the following resolutions:
Replacement of the item at no additional cost
Full refund including any original delivery charges
Store credit equivalent to the item value
We may request that defective items be returned before processing a refund or replacement. Return postage for faulty items will be covered by MokaCigar.
5. How to Return an Item
To initiate a return:
Email support@mokacigar.com with your order number and reason for return
Wait for a Return Authorisation (RA) number — we do not accept returns without prior authorisation
Package the item securely, including the RA number visibly on the outer packaging
Ship the item using a tracked postal service. We recommend retaining your proof of postage
Items lost in return transit are the customer's responsibility if no tracking is used
Returns Address:
MokaCigar Returns
13 Plympton Avenue, London NW6 7TL
United Kingdom
6. Refund Processing
Once your return is received and inspected, we will notify you by email of the outcome. Approved refunds are processed within 14 days of receipt of the returned goods. Refunds are credited to the original payment method. Please allow an additional 5–10 business days for your bank or card provider to reflect the credit.
Partial refunds may be issued where items show signs of tampering, damage not caused by transit, or are missing original packaging or accessories.
7. Exchanges
We offer exchanges for products of the same or different value where stock allows. Please contact support@mokacigar.com to discuss an exchange. Where the new item is of greater value, the difference must be paid before dispatch. Where of lesser value, the difference will be refunded.
8. Gifts & Third-Party Purchases
If you received a MokaCigar product as a gift and it is faulty or not as described, please contact us with your order reference (if available) or proof of purchase. We will do our best to assist on a case-by-case basis.
9. Contact
MokaCigar — Returns Team
13 Plympton Avenue, London NW6 7TL, United Kingdom
Tel: +44 7840 480227
Email: support@mokacigar.com
Website: www.mokacigar.com
We aim to respond to all returns enquiries within 2 business days.