Refund policy

We appreciate your customer loyalty and are committed to ensuring a great experience whether first time purchase or continued purchaser. 

Cigar Oasis LLC allows you to return any product purchased directly from CigarOasis.com within 30 days from the day you receive your order. In order to return your item(s) a Return Merchandise Authorization (RMA) number must be requested here and must accompany all returns. 

Products returned to Cigar Oasis LLC are subject to inspection. Returns should be received in undamaged & good condition including all original packaging documentation and accessories. Items requested for refunding, must be returned within 15 days of return request. Items received later than 15 days will be subject to a 15% deduction of refund amount. Items not returned within 30 days of authorization may forfeit refund eligibility. 

If a device has been used in the 30 day period you may be advised by a representative of Cigar Oasis LLC to remove your control elements and discard the device reservoir/contents to prevent damage to the control unit being returned.

The Customer is responsible for return shipping and insurance on returns You will be refunded for merchandise and sales tax, however shipping fees will not be refunded. Credits will be sent to original form of tender. Gift cards excluded from return/refund.

If items returned are deemed to be damaged in any way, the returned item may forfeit or only be eligible for partial refund at the discretion of a Cigar Oasis Team member.

Exclusions

Devices purchased through unauthorized resellers, third party individuals or platforms such as EBay, Pinterest, Etsy or Facebook Marketplace (similar platforms) are not eligible for the same return, refund or warranty consideration. Cigar Oasis LLC will still offer parts & support if available & basic troubleshooting.  Devices returned “Blind” without authorization may be subject to delays in follow-up or investigation of issue. Devices returned in a state which will render us unable to investigate will forfeit replacement/refund eligibility.

Lost in Transit

All lost in transit issues must be reported within 30 days of your order's ship date. If we are notified of a lost package after this timeframe, we will be unable to process your request. If you are reporting a lost package please ensure that you have taken the following steps prior to contacting customer service.

• Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed or picked up the package.
• Please also track your package online to see if there are any special instructions or updates listed.

If you are still unable to locate your package, then please contact our customer service team at customerservice@cigaroasis.com.  We will work together with the carrier and customer to provide a resolution which may take up 30 days.