After-sales standards

 【JIACIGAR】always adheres to the principle of strict control over product quality. All cigars undergo uniform and meticulous quality inspection before shipment to ensure that the products delivered to you are in perfect condition.

       However, we are well aware that there are many uncontrollable factors in the logistics and transportation process, which may affect the appearance of the cigars. Although we make every effort to pack them properly, we cannot completely guarantee that the cigars you receive will not be damaged during transportation.

Regarding the possibility of breakage, we hereby declare the following:

1. Delineation of Responsibility:

▪ We are not primarily responsible for any damage to cigars caused by uncontrollable factors during the logistics and transportation process.

2. Compensation principle:

▪ In view of our good relationship with our customers and our emphasis on customer experience, if the cigars you receive are damaged, we are willing to take partial responsibility and provide a reasonable and appropriate compensation plan based on the actual damage.

3. Special Note:

▪ If the outer packaging shows obvious serious damage caused during transportation, please raise any objections on the spot upon signing for the package.

We strongly recommend that you open the box and inspect the goods upon receipt to confirm the condition of the cigars. If there is serious internal damage, you can refuse to accept the goods on the spot and choose to return them (contact customer service for a tax refund at customs later).

▪ If it is inconvenient to open the box and inspect the goods in person before signing for receipt, please be sure to provide a one-shot unpacking video. You can then contact customer service for after-sales service according to the after-sales standards.

▪ This website will not be liable for any inability to receive a tax refund due to personal reasons preventing the customer from opening and inspecting the goods in person (tax refunds are not possible once the postal service has confirmed the receipt).

4. Shipping details:

▪ If the total value of multiple boxes of cigars does not exceed ¥2,000, they can be shipped as a single parcel.

▪ For multiple boxes shipped as a single parcel, a charge of €30/kg will be applied.

▪ Any overcharged shipping fees will be refunded via the original payment method after shipment.

 

Please ensure you fully understand the above statement before placing an order. We have also developed a detailed after-sales agreement to better protect your rights.

 

After-sales agreement

I. Basic Principles of Claims Settlement

1. Claims must be filed within 24 hours of the customer receiving the goods.
2. A clear, continuous shot, product unboxing video, and a clear image of a damaged cigar are required.
3. All claims must be processed with the original packaging and invoice retained.

 

II. Circumstances under which claims will not be paid

1. Minor damage:

 ▪ The stem of the eggplant is slightly cracked but this does not affect its taste.

 ▪ Minor scratches on the surface

 ▪ Slight color variations are normal in cigar quality control.

 ▪ Issues with cigar rollers at cigar manufacturers

III. No-reason return and refund policy

1. No-questions-asked refunds for non-quality issues.

 Shipping fees are non-refundable.

 ▪ 70% of the returned value will be used as a refund of the taxes and fees at the place of shipment.

 ▪ Calculation formula: Payment amount - Shipping cost - 30% of goods value

 ▪ Refunds can only be requested on the same day the package is received at the shipping location.

Please consider carefully before placing an order to avoid unnecessary trouble for both parties.

IV. Definition of Claims Standards

1. Criteria for Determining Severe Damage

Any of the following conditions shall be considered serious damage:

• The cigar head was visibly broken and the wrapper had come off.
• The cigar has extensive cracks and fissures on its body.
• The eggplant stem was severely cracked, and the cracks spread to more than 5cm along the body of the eggplant.
• The cigar showed obvious signs of mold (green mold).
• The cigar was so deformed that it could not be smoked properly.
• Cigar moisture content below 50%

 

2. Criteria for Judging Moderate Damage

Any of the following situations where the damaged area reaches 3cm or more is considered moderate:

• Long cracks appeared at the head of the cigar
• The cigar has cracks and fissures in its body.
• The eggplant stem cracked open to a depth of over 3cm.

 

 

3. Claims reimbursement ratio standards

The starting point for compensation is determined based on the extent of the damage:

Severely damaged: 80% of the value of the single item (full refund is possible in cases of completely severe damage).

Moderate damage: 50% of the value of the single item.

The above amount will be returned to your account in the form of coupons.

 

V. Claims Process

1. The customer filed a claim.

 ▪ Provide order number

 ▪ Provides clear, one-shot product unboxing videos

 ▪ Describe the extent and quantity of damage.

 ▪ Place the damaged cigar in a photograph with the damaged side facing up so that the after-sales department can compile the claims statistics.

2. Professional assessment

 ▪ The degree of damage is assessed by a professional cigar connoisseur.

 ▪ Count the number of damaged items

3. Claim confirmation

 ▪ Determine the return coupon based on the evaluation results

V. Special Notes

1. Damage during transportation

 ▪ If the outer packaging is severely damaged due to obvious transportation, it must be raised on the spot upon signing for the package.

 ▪ We recommend that customers open the box and inspect the goods upon receipt.

2. Storage Recommendations

 To avoid unnecessary damage, it is recommended that customers use a temperature and humidity controlled cigar cabinet for storage.

 ▪ Maintain a storage temperature of 18-21°C

 ▪ Maintain relative humidity between 65% and 72%.

3. Exclusions

 ▪ Deliberate sabotage

 Damage caused by improper storage

 ▪ Claims submitted after the statute of limitations has expired

 ▪ Unable to provide original proof of purchase

 

These claims standards are designed to protect consumer rights while ensuring a fair and impartial claims process. We reserve the right to adjust these standards based on actual circumstances, and any adjustments will be communicated to customers in advance.