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Customer Service

Terms & Conditions for sale:
The minimum permitted age to order goods from this Website is 18 years of age.

Delivery to the USA:
Due to new Credit Card rules Regal Cigars will no longer ship to the US or it's connected countries.

Satisfaction Guarantee:
For your extra peace of mind all purchases are covered by our 7-day exchange or money back guarantee (excluding any carriage charges incurred). If you change your mind for whatever reason, return the unused item(s) in their original unopened packaging to Regal Cigars, accompanied with the receipt/invoice and we will be pleased to offer you an exchange or refund - no hassles, for your total peace of mind.

All prices are in pound sterling and are inclusive of VAT at the current rate. Payment can be made securely using one of the following methods: MasterCard/Visa/Switch/ Solo/ Maestro and American Express card via our Website or by fax, post or telephone. We also accept cheques, banker’s drafts or electronic bank transfer. All payments are subject to validation checks and where required, authorisation by the card issuer. If the issuer of your payment refuses to authorise, we have the right to cancel the order.

We aim to hold all items in stock, however should an item be more popular than we expected, there might be occasional delays when ordering. If this does occur then an advice note will be attached with your invoice. Sometimes we may experience difficulties with the supply of certain products and may therefore provide a substitute of the same or better quality at no extra cost. The majority of our deliveries are made within 2-3 working days of payment authorisation if the products are in stock. Havana House will advise regarding the delivery date for out of stock items. When an order is requested for priority despatch the goods are dispatched within 2 working days of payment authorisation. Please note that we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods that are beyond our reasonable control i.e. acts of God, rioting, floods, fire etc. as a guide. In the unlikely event that your product appears lost or is damaged in transit please contact us.

Damaged Goods:
All your goods should arrive in perfect condition, however, if you do receive goods that appear to be faulty or damaged, please notify Regal Cigars within 72 hours of receipt by contacting our customer service department. This applies to any items that may appear to be missing. The company will do everything possible to ensure your delivery arrives on time and intact. We will not accept responsibility for any additional expenses occurred due to late or incomplete deliveries.

Returns Procedure:
Any products returned unopened, unused and undamaged in line with the Distance Selling Directive are entitled to a 100% refund of the price of the product if we are informed within 7 days from receipt. You then have a further 7 days to return the product at your own expense. All goods returned must be clearly labelled and have full documentation enclosed including the reason for return. All returnable goods must be reported to Havana House Ltd. Goods returned without any notice will not be accepted. Carriage charges are non-refundable unless the goods are faulty.

Every effort has been made to ensure that the specifications on this Website are correct at the time of going to print however technical data, dimensions and weights serve only as a guide. Sometimes product specifications may change, in such instances we'll do our very best to inform you when placing your order. All our sizes and measurements are approximate and the utmost care is taken to ensure the accuracy of these dimensions. No guarantee is given or implied that goods will confirm in absolute detail to the description or illustrations published.

Printing & Pricing Errors:
In the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to a contract being made.

When you shop with us via our Website, all your financial transactions are entirely secure. Our secure server software encrypts all your payment card details. The process scrambles all the information, allowing no unauthorised third party to intercept the data. If you are experiencing problems connecting via our secure server please check that you have SSL switched on in your browser.

Complaints Procedure:
In the event that we fail in meeting our high standards of customer service please contact us via: Online Customer Services

Regal Cigars, 60a Station Road,
North Harrow, London,
Middx, HA2 7SL,
UK, Phone
Tel No: + 44 (0) 208 861 5238,
Email: info@regalcigars.com

Statutory Rights:
These terms and conditions do not effect your statutory rights as a customer.

Product Guarantees:
All products carry a standard 12 month guarantee* (unless stated). If your product should fail within this period, please contact our customer services department. If your purchase develops a fault within 7 days of receipt, we will generally exchange or refund the item provided it is in 'as-new' condition. This does not apply to faults caused by accident, neglect or misuse, for which there will be no refund or exchange. This does not affect your statutory rights. If your purchase develops a fault after 7 days and within its 12-month guarantee we will organise a repair or exchange of the product for you free of charge UK only). This does not apply to faults caused by weather damage, accident, neglect or misuse for which there can be no refund or exchange

Delivery Costs:
Our delivery charges are simple.

-> Delivery charge of £3.75 applies to cigars to the value of £75.00 or less and over this amount will be Free.

-> Tobacco delivery charge is £3.75

-> All small items will incur a delivery charge of £4.95 (small Items)

-> All Cigar Ashtrays, Humidors and bottles of Alcohol will incur a delivery charge of £10.00

->Delivery to out side of the UK may incur addtional charges and these will be notified to you prior to shipping

Changes to the Website:
We reserve the right to make changes to this Website, the disclaimers and the terms and conditions at any time without prior notice.

Consumer Contracts (formerly Distance Selling) Regulations
Your right to cancel.
You have a right to cancel this order within 14 calender days of receipt of the goods. As long as the goods have not been used and are in original packaging Please email info@regalcigars.com and let us know that you wish the cancel the order.

Your right to cancel does not apply to goods made to a personlised specifiction.

Please return all goods
Regal Cigars
60a Station Road