Return & Refund Policy

1. Our Philosophy

At Gemstix, we view cigars as part of a centuries-old craft tradition. Each cigar is blended and individually rolled and hand-finished by artisans whose work reflects natural variations in tobacco and technique. These differences are an inherent part of the cigar experience—not defects—and every true enthusiast understands that no two cigars are exactly alike.

Because cigars are handcrafted, and consumable, they cannot be resold once opened or handled. For this reason, all sales are considered final, with limited exceptions described below.

2. Case-by-Case Commitment

We take pride in our service and the products we offer. If you encounter a problem with your order, we encourage you to contact us through our contact form at gemstix.com/contact. We review each situation individually and will always strive to reach a fair, good-faith resolution.

3. Damaged Cigars

If your cigars arrive damaged, please notify us within 24 hours of delivery and include:

• A brief description of the issue
• Photos of the packaging and cigars

Once verified, we may offer a replacement shipment or store credit at our discretion. Because of the nature of handmade cigars, imperfections, construction concerns, or variations are not considered defects.

4. Incorrect or Missing Items

If you receive the wrong product or your order is missing an item, please contact us within 48 hours of delivery using the online form. We will promptly investigate and, when appropriate, send replacements or apply store credit. You do not need to return incorrectly shipped items.

5. Non-Returnable Products

We cannot accept returns for:

• Opened or partially smoked cigars
• Samplers or bundles once opened
• Cigars reported after the 24-hour notification window
• Products damaged due to improper storage after delivery
• Items provided as part of promotions or complimentary offers, or limited, exclusive or specials.

6. Subscription Cancellations

You may cancel your subscription anytime before the next billing date via your account dashboard or the contact form. Cancellations take effect at the end of the current billing cycle. Boxes already billed or in transit cannot be refunded.

7. Refunds, Credits, and Annual Dues

If Gemstix offers membership or annual club dues, please note that these fees are separate from subscription charges and are non-refundable once paid, regardless of cancellation date or membership duration. These dues help support the community and administrative aspects of club participation.

We generally provide replacements or store credits rather than monetary refunds. However, we may issue a refund in limited cases such as:

• Duplicate charges or billing errors
• Orders canceled before processing
• Orders we are unable to fulfill

Refunds are issued to the original payment method and typically process within 30 business days. Store credits apply immediately to your account for future purchases.

8. Taste Preferences

Cigar appreciation is deeply personal. Because flavor, draw, and strength preferences vary widely, we cannot offer refunds or exchanges for cigars based on personal taste. Instead, we encourage members to rate cigars and update their flavor profiles. Over time, this helps us refine future selections and improve your experience.

9. Lost, Stolen, or Unclaimed Packages

If your package is lost or damaged in transit, please refer to our Shipping Policy (Version 1) for details. Gemstix is not responsible for packages confirmed as delivered by carriers or for unclaimed shipments returned to us.

10. Fairness and Final Decisions

We are a small, craft-oriented business committed to fairness and transparency. While this policy outlines our general approach, Gemstix reserves the right to make final decisions on any refund, replacement, or exception at our sole discretion. Our goal is always to balance customer satisfaction with the practical realities of small-scale cigar retailing.

11. Contact Information

All refund, replacement, or service inquiries must be submitted through our contact form at gemstix.com/contact. This ensures we can respond efficiently and keep your account information secure.