Terms of Service: Returns, Exchanges & Fulfillment Policy

Cutters Cigar & Spirits

1. Print-On-Demand Fulfillment Model

All merchandise sold through Cutters Cigar & Spirits is fulfilled using a print-on-demand (POD) production model. Each product is custom-made specifically for you after an order is placed. Because of this made-to-order process, our return and exchange policies differ from those of traditional retailers.

By placing an order, you agree to the following fulfillment, return, and refund terms.

2. Return & Exchange Policy

Due to the personalized nature of our products, Cutters Cigar & Spirits does not accept returns or exchanges in the following situations:

Non-Refundable Scenarios:

1. Incorrect size, color, or style selected by the customer at checkout.
2. Buyer’s remorse or change of mind after the order is placed.
3. Customer receives the correct item as ordered but wants a different variation.
4. Orders returned due to an incomplete, invalid, or incorrect shipping address. (In these cases, only the product cost will be refunded. Shipping charges are non-refundable. Reprints are available at an additional charge.)

3. Accepted Claims for Replacement or Refund

Cutters Cigar & Spirits will issue a free reprint or full refund in the following valid cases:

Eligible Scenarios:

1. Product arrives damaged or with a manufacturing defect.
2. Customer receives an incorrect item (wrong design, size, or color).
3. Item is lost or arrives damaged due to issues during shipping.

4. How to File a Claim

To request a replacement or refund, please follow these steps:

1. File your claim within:
2. 30 days of product delivery (U.S. orders)
3. 45 days of product delivery (International orders)
4. Contact Cutters Cigar & Spirits through our support page or via email.
5. Include the following:
6. Order number
7. Description of the issue
8. Clear photo or video evidence showing the defect or error
9. You do not need to return the damaged or incorrect item.

Additional documentation may be requested if the initial evidence is unclear or insufficient.

5. Refund Methods

Refunds will be processed as follows:

1. By default, refunds will be applied to your Cutters Cigar & Spirits store account (if applicable).
2. Customers may request that the refund be returned to the original payment method.
3. If the order was placed in a non-USD currency, the refund will be sent directly to the original payment source (e.g., debit/credit card or PayPal).

6. Important Notes & Limitations

1. Refunds and reprints will not be granted due to poor-quality, low-resolution, or incorrectly formatted design files submitted by the customer.
2. Minor variations in design placement (up to 1 inch) are a normal part of POD production and are not considered defects.
3. Cutters Cigar & Spirits is not responsible for design errors (e.g., typos or alignment issues) caused by the customer’s artwork.

7. Right to Refuse Refunds or Reprints

Cutters Cigar & Spirits reserves the right to deny any refund or replacement request if:

1. The issue is a result of customer error during order placement.
2. The claim is determined to be fraudulent or misleading.
3. The submitted artwork violates content or formatting guidelines.

8. Need Help?

Have questions about your order or these policies? Contact our customer support team—we’re here to make sure your experience with Cutters Cigar & Spirits is smooth and satisfying.