Return Policy
1. Return Eligibility
To be eligible for a return:
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Items must be unused, undamaged, and in their original packaging.
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You must request a return within 30 days of receiving your order.
2. How to Return an Item
To start a return:
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Email us at sales@cigcase.co.uk with your order number and a short explanation of the reason for return.
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If applicable, please include photos of the item (e.g. if it’s damaged or incorrect).
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Our team will reply with instructions on how to return the item.
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Make sure the product is securely packaged to avoid damage during return shipping.
3. Return Shipping Costs
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If the return is due to a change of mind, you’ll need to cover the return postage.
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If we’ve made a mistake (e.g. sent the wrong item or it’s faulty), we’ll cover the return costs.
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We recommend using a tracked postal service to ensure the item arrives safely.
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We cannot accept responsibility for any returns lost or damaged in transit.
4. Refunds
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Once we’ve received and checked the returned item, we’ll let you know the outcome.
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If approved, we’ll issue your refund to your original payment method within 5–7 working days.
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Refunds do not include original delivery charges, unless we’re at fault.
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Depending on your bank, it may take a few more days for the refund to appear in your account.
5. Exchanges
We do not offer direct exchanges. If you’d like a different item, please return the original for a refund and place a new order through our website.
6. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
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Opened or used products
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Personalised/custom items
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Perishable goods
7. Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us straight away at sales@cigcase.co.uk. We’ll arrange a replacement or full refund, depending on the issue.
8. Policy Updates
We may update this returns policy from time to time. Any changes will be posted on this page and take effect immediately.
If you have any questions or need support, don’t hesitate to contact us at sales@cigcase.co.uk. We’re always happy to help.