Refund policy

We want you to be confident when you purchase from CUVANA. Because our products are electronic and used orally, we have to balance hygiene, safety, and regulations with fairness to our customers.

1. Return Window

You may request a return within 30 days of the delivery date.

To be eligible, the item must be:

• Unused
• Unopened
• In its original packaging
• In resellable condition

Once a device has been opened or used, we generally cannot accept it for return due to safety and regulatory reasons, except in the case of defects or damage on arrival.

2. Non-Returnable Items

We do not accept returns on:

• Opened or used CUVANA devices (unless defective or damaged on arrival)
• Gift cards
• Downloadable or digital products
• Certain personal care items where marked as final sale

3. Faulty or Damaged Products

If your CUVANA device arrives damaged or does not function as expected, contact us within 30 days of delivery.

Please include:

• Your order number
• A description of the issue
  

Once we review your claim, we may:

• Replace the product, or
• Issue a refund, or
• Provide store credit, depending on the situation.

Defective or damaged items may not need to be returned in all cases; if a return is required, we will provide instructions.

4. Refunds

Once we receive and inspect any returned item (if applicable), we’ll notify you that it has been received and whether your refund is approved.

If approved, your refund will be processed to your original payment method. Processing times may vary by bank or card issuer.

Shipping costs are non-refundable unless the return is due to our error or a defective product.

5. Sale Items

Unless otherwise stated, items purchased on sale or with certain promotional discounts may be final sale and not eligible for refund, except in the case of defects or damage on arrival.

6. Exchanges

We generally replace items only if they are defective or damaged. If you need an exchange for the same product due to a defect, contact us at customerservice@cuvanaecigar.com with your order details and a description of the issue.

7. Returns Address

If we ask you to return a product, we will provide return instructions. Returns may be directed to our logistics or fulfillment center. Do not send products back to the manufacturer.

If you ship items back without prior authorization, we may not be able to process the return.

8. Late or Missing Refunds

If you have not received your refund after we’ve confirmed it has been processed:

1. Check your bank or card statement again.
2. Contact your credit card company; it may take some time for the refund to post.
3. Contact your bank; there is often processing time before a refund is posted.

If you have done all of this and still have not received your refund, contact us at customerservice@cuvanaecigar.com.