GENERAL TERMS
Puroexpress are the merchants and are referred to as “We”, “Us”, “Our” from this point forward.
– All purchases are made at your own risk, we do not guarantee the descriptions or dimensions of the products are accurate and the information on the website should be used as a guide only.
• All products are genuine products. Barcodes and seals may be removed and boxes may have been opened for inspection. We cannot guarantee you will receive an unopened box or one with a barcode. You must agree to this by way of a check box at the time of placing your order.
• Wrapper colours, bands etc displayed on the website are for illustrative purposes only and should not be relied upon when making purchasing decisions.
• We are a high volume, low margin supplier and therefore all boxes are picked and packed from the next available stock. We are not able to select boxes for customers based on wrapper colour, date etc.
• Your order will be declared as containing the actual number of cigar boxes and the value in Euros as the actual total value of the order (excluding shipping cost). The value of the order will not reflect any discounts or coupons. By confirming your purchase, you are agreeing to pay duties on this order.
• We cannot remove cigar bands or ship the cigars without their boxes.
SHIPPING / DELIVERY TIMES
Delivery times vary considerably at this time and may take 10 days to 8 weeks to arrive.
In placing your order with Puroexpress you understand and agree to the following;
● You must allow a minimum of 6 weeks from the date your order is shipped for it to arrive with you.
● If your order has not arrived after 6 weeks (30 working days) from the date of shipping, please contact customer service to alert them to this.
● All non arrivals MUST be notified within 8 weeks (40 working days) of the shipping date. Notifications outside of this timeframe are not covered by the shipping guarantee.
If shipping terms change we will update the text at the top of the home page. They will also advise via the newsletter.
PAYMENTS
Payment via card Using 3D Secure for Visa.
There is a minimum order value of €60 Euros for credit card payments and a minimum order value of €250 for order paid using a manual bank transfer.
All credit card payments and bank transfer payments are made in Euros. Please note: if your bank account is held in any other currency, your bank/card issuer may impose currency conversion charges for your payment. We are not responsible for these charges.
Please note, all charges for sending and receiving funds by manual bank transfer must be borne by the customer.
Bitcoin
Please note: Due to the Volatility of BTC you must agree to the following:
We convert BTC almost immediately. The value of your purchase is the EUR of your product at the time of purchase. We do not do refunds in BTC, in the event of a refund being required, this will be applied as a store credit in Euros based on the Euro value of the initial purchase. Should the order require refunding by manual bank transfer, this will also be in Euros based on the Euro value of the initial purchase. The customer is responsible for paying any charges for sending and receiving the funds as per our refunds policy below. By purchasing you are agreeing to our terms.
DROP SHIPPING
In order to maintain the integrity of our products and service to our loyal customers, we do not allow any form of drop shipping where we ship directly to an end customer via a third party.
Any orders found or suspected to be drop-shipments will be cancelled and refunded immediately at our discretion. Any orders in transit, made with the intention of drop shipping will not be covered by any of our guarantees and therefore not eligible for any refunds. Any customers found to be drop shipping will have their purchasing rights removed immediately and any pending orders cancelled and refunded. Below cancellation policy applies.
NEW CUSTOMERS
All new customers must receive each of their first three (3) orders individually before the next can be shipped. Once new customers have received their first three orders in full, we can allow multiple orders in transit. New customers must confirm via email that they have received their first order.
The total value of the first order must be under €1000 Euros (subsequent orders can be of higher value).
MULTIPLE ORDERS
Multiple orders can be placed, however these will remain on HOLD until you advise of the successful arrival of your first order. Customers may only have less than five (5) concurrent orders in the system at any one time. You will not be able to make any more orders until you have received some of your prior orders. It is your responsibility to contact the support team to advise of the arrival of your order.
Maximum value in transit – the maximum COMBINED value of orders in transit at any one time is €5,000. If you place multiple orders with a combined value greater than this, the shipping team will HOLD orders over this value until you have confirmed successful arrival of earlier orders by advising the support team.
DUTIES & TAXES
Overseas orders may incur import duties, tariffs, value added tax (VAT) and/or other fees imposed by local authorities. We are not responsible for these fees and they are not included in your shipping charges. It is your responsibility to understand any importation rules for your shipping destination. If you have any queries about additional customs, tariffs, or duties etc., please contact your local customs office prior to placing your order. These fees are YOUR responsibility. By placing an order you accept to pay any duties/fees imposed on your order.
SATISFACTION GUARANTEE
Our satisfaction guarantee covers damage, mould (not plume). As an organic product, flavour will certainly vary from cigar to cigar and batch to batch and will also depend on how long they have been allowed to mature/rest in your humidor. We recommend resting your cigars for a minimum of two weeks on arrival. We do not cover personal preference.
We recommend having your boxes opened and inspected to prevent mould on your cigars, any cigars not inspected will not be eligible for refunds or returns due to mould.
Barcodes may be removed from our boxes to protect the identity of our suppliers. By purchasing, you acknowledge and agree that this may be the case.
Our arrival guarantee applies up to 40 working days after shipment date, all non arrivals and additional issues must be dealt with within this time frame. We cannot refund after this period.
Additionally issues such as damage, mould, incorrect shipment etc must be dealt with on arrival, please inspect your cigars and immediately inform us of any concerns. Please take photos of the products and upload them with your comments when submitting your request. You must notify the support team within 3 days of receiving the package.
Draw – most issues relating to poor draw are easily resolved by resting your cigars in your humidor. We recommend that all cigars are rested in your calibrated humidor for a minimum of 2 weeks before attempting to smoke them. Our guarantee for damage does not cover tight draw.
Flavour and Colour – Cigars are an organic product and therefore flavours and colours may vary from box to box or cigar to cigar. We do not guarantee our products for taste or wrapper colour.
REFUNDS & RETURNS
If you receive cigars that are damaged or incorrect, please contact the support team immediately and send pictures of the damage/incorrect product via the support portal. You must notify the support team within 3 days of receiving the package.
All returned cigars must be packed in their original boxes and we will refund for unused product only.
We will advise the return address and we will not accept a return without the Return Number (RMA) clearly displayed on the package label.
Please note we will only refund the return shipping cost if our expert determines the cigars are defective in any way, or if the incorrect cigars have been shipped. Only in the case of a faulty product, will we refund the return shipping cost, as long as shipping instructions have been followed and the Return Number (RMA number) has been clearly displayed.
Returns due to refusal by local customs authorities or local postal services are not covered by this guarantee (please see Duties & Taxes above). If you refuse the order and the package is returned to us, we will subtract any fees and additional shipping charges that we incur from your refund if and when it arrives back to our warehouse (please note: not all Customs authorities will return the goods). We are only able to refund your returned order once we receive it. We will only refund the cost of the product not including any shipping charge. An administration fee of €50 is deducted from any refund for the returned order.
Any refunds to your card or bank account will be in Euros and we are not responsible for any currency conversion charges you may incur.
Please note, all charges for sending and receiving funds by manual bank transfer must be borne by the customer.
CANCELLATION
Please review your selection extra carefully before completing payment, once payment has been completed, it is unlikely that we will be able to prevent shipping. We therefore cannot guarantee that you will be able to cancel or edit an order once it has completed payment.
We reserve the right to cancel any order for any reason without notice. If we cancel an order, this will be refunded to the card used for payment.
Should you request your order be cancelled and we are able to accommodate your request (i.e. if the order has not been shipped) a cancellation fee of €25 is charged for orders up to €500, which is deducted from the refund. For orders over €500, 5% of the order value will be charged as a cancellation fee and deducted from the refund.
Customers placing multiple orders and then requesting they be cancelled and refunded before shipment may result in their account being deactivated without notice.
We allow one account per customer. Customers found to be in breach of this will have their purchasing rights removed without notice and any pending orders cancelled and refunded. The cancellation fee will apply to all pending orders in this case.
Orders placed to freight forwarding addresses will be cancelled and refunded and have the above cancellation charge applied.
Shipping Guarantee
We guarantee all correctly addressed orders will arrive at the shipping address within 8 weeks (40 working days) from shipping. Some orders do arrive much sooner than this, however due to delays with postal service and customs processing times, some order can take longer than this to arrive.
If you have not received your order within 6 weeks of the date of shipping, please contact the customer support team who will resolve this for you. Any non arrivals notified outside of this timeframe will not be covered by the shipping guarantee.
Please note: Check your address carefully before completing your order, this guarantee will not cover an incorrectly entered shipping address.
Shipping Address
The shipping address must be a permanent address, we do not ship to temporary addresses such as holiday homes, hotels etc.
We do not allow shipping to freight forwarding addresses. Any orders to freight forwarding addresses will be cancelled and have the above cancellation policy applied. Any orders shipped to freight forwarding addresses are not covered by our shipping guarantee.
It is your responsibility to check the shipping address is entered correctly as incorrectly entered shipping addresses are not covered by our shipping guarantee. Shipping addresses can not be changed once the order has shipped.
Please note: once an order has completed payment, there is no guarantee that we will be able to stop this from shipping if you have made an error with your order or the address.
CONTACTING US
If you have questions or need to be supplied with a return address and RMA please use our issues system by clicking on this link. We endeavour to answer any questions within 24 hours.
OWNERSHIP
Puroexpress.com is owned & operated by;
Lyonnel Consulting SA, Voie des Traz 20, 1211 Genève 5, Switzerland.
GOVERNING LAW
Any disputes arising between the merchant and the cardholder will be governed by the Court of the country where the company of record is incorporated. ie. Switzerland.
