Return & Refund Policy

As our products are made to order, we do not permit returns or exchanges for size or color. If items arrive damaged or defective, customers may request a replacement within 14 days of delivery, with photographic evidence potentially required.

For claims related to undelivered orders, submissions must be made within 14 days of the anticipated delivery date.

Return / Right of Withdrawal (EU & UK) — Made-to-Order Items

•  14-day right of withdrawal: We recognise that under EU/UK consumer law there has recently been a new regulation that affects ecommerce merchants with buyers based in the EU. 14‑day cooling-off period. However, all items sold on this website are custom made to order (picked, sorted, printed, and QC’d to your specification) and therefore the 14‑day right of withdrawal does not apply.

• No returns accepted: Because each item is produced to order, we do not accept returns from EU/UK customers for the purpose of cancelling an order or changing your mind.

Warranty for faulty or incorrect items

• What we cover: If an item is defective due to print quality, incorrect size produced, or material/production faults, we will remedy the issue by remaking the item at our expense and arranging replacement shipping to you.

• How to make a claim: Contact us within 14 days of receipt with:

  • Your order number and name
  • A clear description of the problem
  • Photographs showing the defect or error

• Assessment and remedy: After we receive your claim and photos we will assess the issue. If we accept the claim we will remake the item and cover production and return shipping costs. If a remake is not possible we will offer an appropriate remedy (e.g., refund) at our discretion.

• What is NOT covered: Damage caused by customer misuse, alteration after delivery, normal wear and tear, or issues caused by incorrect care are not covered. Claims made later than 14 days from receipt may be refused unless otherwise required by law.

Other important information

• Proof of purchase: Claims must be accompanied by proof of purchase (order number or receipt).
• Returns for inspection: In some cases we may request the faulty item be returned for inspection; we will provide return instructions and cover any required shipping costs if the fault is confirmed.
• Questions: Contact our customer service at info@ashholecigarclubs.com for help with any problem.

This policy does not affect your statutory rights where they cannot be excluded by law.