Shipping, Returns & Exchange Policy
At Cubanoza SA, we are committed to delivering authentic premium cigars in excellent condition. We aim to provide reliable delivery services across Saudi Arabia while maintaining the quality and condition of our products throughout the delivery process.
Shipping Policy
Delivery in Al-Khobar, Dhahran & Dammam
- We offer free delivery for orders of SAR 400 or more within Al-Khobar, Dhahran, and Dammam.
- For eligible orders in these areas, delivery will be arranged directly through a Cubanoza SA store representative.
Delivery to Other Saudi Cities
- For customers located in other cities across Saudi Arabia, orders will be delivered through a third-party courier company.
- Applicable delivery charges and estimated delivery times may vary depending on the customer’s location, order size, and courier service.
- Customers will be provided with the relevant delivery information after placing their order.
Delivery Conditions
- Free delivery in Al-Khobar, Dhahran, and Dammam applies to orders of SAR 400 or more.
- Orders below SAR 400 may be subject to applicable delivery charges.
- Delivery to other Saudi cities is handled through a courier company and may be subject to applicable shipping fees.
- Delivery times may vary depending on the destination and courier service.
- Customers are responsible for providing accurate delivery and contact information when placing an order.
- Delays caused by circumstances beyond Cubanoza SA’s reasonable control may occur.
1. Non-Returnable Cases
Returns or exchanges will not be accepted in the following situations:
- The product’s packaging has been opened or its original seal has been broken.
- The customer has changed their mind after receiving the order.
- The return request is submitted more than 3 days after the order was received.
- The product has been used, damaged, or improperly stored after delivery by the customer.
2. Cases Eligible for Return or Exchange
A customer may request a return or exchange within 3 days of receiving the order only in the following cases:
- The product arrived damaged or defective due to shipping.
- The product has a clear manufacturing defect.
- A different product was received from the one ordered.
- The product’s expiry date has passed or is unusually close to expiry at the time of delivery.
All eligible claims are subject to review and verification by the Cubanoza SA team.
3. How to Submit a Return or Exchange Request
To request a return or exchange:
- Contact Cubanoza SA customer service within 3 days of receiving your order.
- Provide your order number and purchase date.
- Attach clear photos of the product and its packaging that clearly show the issue.
- Keep the product unopened, unused, and in its original packaging while your request is being reviewed.
- Do not dispose of or alter the product or packaging before receiving instructions from our team.
Requests submitted after the 3-day period may not be considered.
4. Return & Exchange Review Process
Once your request is received, our team will review the information and supporting photographs to determine whether the request qualifies under this policy.
If the request is approved:
- The product may be exchanged for the same product or an equivalent replacement, subject to availability; or
- The amount paid for the eligible product may be refunded through the original payment method.
The applicable refund or replacement process will be communicated to the customer after approval.
If the request is rejected, Cubanoza SA will inform the customer of the reason for rejection.
5. Refunds
Approved refunds will be processed through the original payment method used for the purchase.
The time required for the refund to appear in the customer’s account may vary depending on the payment provider or bank. Cubanoza SA will initiate the approved refund within the applicable processing period, while the final posting time remains subject to the payment provider’s processing time.
Shipping charges, where applicable, may not be refundable unless the return is approved because of an error or issue attributable to Cubanoza SA.
6. Damaged or Incorrect Products
If your order arrives damaged, defective, or contains a product different from what you ordered, please contact us within 3 days of delivery.
Please provide:
- Your order number
- Photos of the product
- Photos of the external and internal packaging
- A brief description of the issue
Please retain the product and packaging until our team has completed its review.
7. Product Storage Responsibility
Cubanoza SA is not responsible for damage, deterioration, or changes in product quality caused by improper storage, handling, or use after the product has been delivered to the customer.
Customers are responsible for following appropriate storage instructions to preserve the product’s condition and quality.
8. Policy Exceptions
All return, refund, and exchange requests are reviewed individually and are subject to Cubanoza SA’s final approval in accordance with this policy and applicable Saudi Arabian laws and regulations.
Cubanoza SA reserves the right to reject requests that do not meet the eligibility requirements outlined above.
9. Contact Us
For shipping, return, refund, or exchange inquiries, please contact Cubanoza SA customer service through the details below.
Email: cubanozainfo@gmail.com
WhatsApp / Phone: +966 59 024 4792
If you would like to submit a formal complaint, you can also use our Online Complaint Submission Form
Please include your order number, purchase date, contact details, and a clear description of your complaint so our team can review and respond appropriately.