Lancelot Cigar Return and Exchange Policy

Last updated: February 12, 2026

This Policy applies to the return and exchange of goods on the Lancelot Cigar online e-commerce platform (hereinafter referred to as the "Platform"). Integrating core rules including receipt verification, return eligibility, logistics compensation, return and exchange procedures, and definition of rights, obligations and fees, it is formulated based on the characteristics of cross-border tobacco commodities such as Cuban cigars, the shipping norms from Kuala Lumpur, Malaysia, and DHL global logistics carrier standards. It aims to clearly define the rights and obligations of the Platform and buyers, and ensure the full compliance and smoothness of cross-border transactions.

Receipt verification is a prerequisite for return and exchange. Buyers/consignees must complete on-site inspection when signing for the package. The Platform will not accept return and exchange applications for commodity issues caused by failure to verify as required:

1. If the buyer finds any abnormality of the package (damage, extrusion deformation, broken/sealed packing tape) when signing for it, they must refuse to sign on the spot, request the courier to mark abnormal instructions such as "Package Damaged" or "Commodity Mismatch" on the logistics waybill, and take complete photos/videos including the waybill, the whole package and commodity details as the core certificate for subsequent return and exchange applications;

2. For orders received by others or courier stations on behalf of the buyer, the consignee is deemed to have completed on-site inspection on behalf of the buyer. The Platform will not accept commodity issues raised afterwards if no on-site verification supporting materials can be provided;

3. For packages with no on-site abnormalities, signing for the package shall be deemed as the buyer's confirmation that the package appearance, commodity quantity and quality are correct.

I. Return Eligibility

Cuban cigars are special tobacco commodities, and no reason return or exchange is not supported. Returns and exchanges can only be applied for when the commodity itself has quality problems (damage, mildew, wrong delivery or missing delivery) and supporting unpacking videos/photos can be provided.

I.I Circumstances Eligible for Return

1. Damage or Defects: The received cigars have non-human damage or inherent defects such as damage, mildew, deformation during transportation, and supporting unpacking videos/clear photos at the time of signing can be provided;

2. Wrong Commodities: The received commodities are inconsistent with the type, model, quantity, etc. of the cigars purchased in the order. Supporting materials comparing the commodity and order information must be provided within 48 hours after signing for receipt.

I.II Circumstances Ineligible for Return

1. Personal Preference: Cigars are perishable special commodities. The Platform will not accept returns due to personal reasons such as the buyer changing their mind or inconsistent taste;

2. Subjective Authenticity Doubts: The Platform guarantees that all Cuban cigars are genuine and provides origin certification and traceability information. If the buyer has doubts about the authenticity of the commodities, they must contact the Platform's customer service to provide relevant clues (such as commodity detail photos, traceability information, etc.), and the Platform will assist in verification. Returns cannot be directly applied for based solely on subjective suspicion;

3. Special Commodities: Promotional, clearance and gift commodities are all final sales and cannot be returned, refunded or exchanged once sold.

The Platform shall bear the DHL return and exchange logistics fees for returns and exchanges due to quality problems; for package returns caused by non-quality reasons (wrong address, no one to receive, customs clearance failure, etc.), the Platform will charge a fixed service fee of USD 50, plus DHL return logistics fees, warehousing fees, taxes and other fees. After the buyer settles the fees, they can choose to re-ship or refund (deducting the aforementioned fees).

The returned commodities must be kept in intact original packaging, unopened and unused, and the cigars must have no secondary damage or deterioration; otherwise, the Platform has the right to refuse processing.

After the Platform receives the returned commodities and verifies them correctly, it will complete the refund or exchange arrangement within 3-5 working days (only exchanges for commodities of the same type and specification are supported).

II. Logistics Compensation Policy

The Platform does not provide independent logistics compensation services. Compensation for logistics damage/loss relies on DHL official insurance, which buyers can choose to purchase independently. The Platform only assists in providing relevant certification materials and does not participate in claim review or amount negotiation.

II.I Purchase of DHL Official Insurance (Optional at Order Checkout)

• Shipment Insurance: Applicable to high-value orders. The charging standard is MYR 55.00 (for commodities with declared value less than RM 5,000) or 1% of the declared value (for commodities with declared value higher than RM 5,000);

• Extended Liability: Provides more comprehensive transportation risk protection for high-end cigar orders. The specific charging standard and compensation limit shall be subject to the announcement on the official website of DHL Malaysia.

II.II Compensation and Exemption Rules

• In case of logistics problems such as package loss, damage or delay, the buyer must directly submit a compensation application to DHL officials with the DHL waybill number. The Platform can assist in providing order certificates, packaging standard instructions, commodity declaration information and other materials;

• The compensation result shall be subject to the final judgment of DHL official, and the Platform does not make any guarantee;

• DHL and the Platform shall not be liable for compensation for logistics problems caused by non-DHL responsibilities such as customs clearance delays, changes in destination logistics policies, natural disasters and force majeure. The Platform will try its best to assist in communication and coordination.

III. Return Process

III.I Initiate Return Application

Buyers eligible for return must contact the Platform's customer service (supporting email/online customer service channels) to initiate a return application within 5 natural days after signing for the order, and must submit the following materials:

1. Complete order number (the unique number generated by the Platform's order system);

2. Detailed description of the problem (clearly indicating whether it is damage, defect or wrong commodity, including the time of receiving the commodity and specific performance of the problem);

3. Supporting materials: Clear photos/videos (which can clearly show the commodity problem, order information and package appearance, no occlusion or retouching).

III.II Platform Review

The Platform will complete the review within 5 natural days after receiving the return application and all materials. The review result (approved/rejected) will be notified to the buyer through the reserved mobile phone number/email; if the materials are incomplete, the Platform will inform the buyer of the required supplementary content at one time, and the review time limit will be recalculated after the supplementary materials are submitted.

III.III Return Packaging and Shipping

1. After the review is approved, the Platform will provide the buyer with an exclusive return address and return number. The buyer must complete the return shipping within 7 natural days after receiving the review approval notice;

2. When returning, the cigars must be carefully put back into the original packaging (including inner moisture-proof bags, foam cotton and other protective materials) to ensure that the commodities are not damaged twice during return transportation. The outer layer must be packed with a firm carton, and the return number must be marked on the package;

3. The return logistics must choose DHL or a cross-border logistics service provider recognized by the Platform (ordinary mail is not accepted). The buyer must keep the logistics waybill number and return certificate;

4. Bearing of freight and taxes: If the return is caused by Platform reasons (wrong commodity, inherent defect), the Platform shall bear the return logistics fee; if the return is caused by transportation damage, the buyer shall advance the logistics fee first, and the Platform will reimburse the actual amount after verification; for returns caused by non-Platform reasons, the buyer shall bear all logistics fees and taxes.

III.IV Platform Receipt Inspection and Processing

1. After the Platform receives the returned package, it will complete the unpacking inspection within 5 natural days to verify whether the cigar problem is consistent with the application description;

2. After the inspection is completed, the Platform will send a progress notification via email: if the problem is verified correctly, the refund (returned to the original payment account) or exchange arrangement will be completed within 3-5 working days (only exchanges for commodities of the same type and specification are supported);

3. If the verified problem is inconsistent with the application or the commodity has secondary damage, the return application will be rejected, and the commodity will be shipped back to the buyer in the original way, and the buyer shall bear the return logistics fee.

III.V Special Notes on Return and Exchange

1. Failure to operate within the specified time limit (5-day application period, 7-day return shipping period) shall be deemed as automatic abandonment of the return right, and the Platform will no longer accept it;

2. The returned commodities must be kept in intact original packaging with complete accessories (including humidity control packs, anti-counterfeiting labels, etc.), unopened and unused; otherwise, the Platform has the right to refuse processing;

3. Exchange Restrictions: Only exchanges for commodities of the same type and specification are supported, and cross-type or cross-price exchanges are not allowed. The buyer shall bear all cross-border taxes incurred during the exchange process.

IV. Definition of Rights, Obligations and Fees

IV.I Platform's Responsibilities and Fee Bearing

The Platform shall bear full responsibility for returns and exchanges caused by its own operational errors (wrong delivery/missing delivery, inherent quality problems of commodities), including: cross-border logistics fees for the buyer's return (reimbursed according to actual bills), and receipt/processing fees on the Platform's side, without charging any service fees.

IV.II Buyer's Responsibilities and Fee Bearing

The buyer shall bear all relevant fees for package returns/return and exchange applications caused by the buyer's reasons, including:

1. For package returns caused by wrong address, no one to receive, customs clearance failure, personal refusal to sign, etc., the Platform will charge a fixed processing service fee of USD 50, plus actual fees such as DHL return logistics fees, warehousing fees and cross-border taxes;

2. If the return and exchange application raised due to the buyer's subjective reasons is rejected, the buyer shall bear both the return logistics fee and the logistics fee for the Platform to ship the commodity back;

3. The buyer shall bear all responsibilities and losses caused by package loss/delay due to failure to return as required (no return number, inconsistent logistics method).

IV.III Fee Settlement Method

1. The fees to be borne by the buyer can be directly deducted from the refund amount by the Platform. If the amount is insufficient, the buyer must settle the fees before handling the refund/re-shipment;

2. The logistics fees borne by the Platform will be returned to the buyer through the original path according to the actual bill amount after the refund/exchange is completed.

V. Policy Statement

This Policy shall take effect on the date of release. The Platform may revise it at any time in accordance with the update of laws and regulations and the operational needs of cross-border business. All policy updates will be published on the corresponding page of the Platform's official website;

The revised Policy shall take effect automatically after a 7-natural-day public notice period. The buyer's continued use of the Platform's services shall be deemed as acceptance of all revised terms;

This Policy is the sole valid agreement of the Platform regarding returns and exchanges. Any oral/written explanation conflicting with this Policy shall be invalid;

Lancelot Cigar reserves the final right of interpretation of this Policy.

Contact Information

• Customer Service Email:support@lancelotcigar.com

• Shop Address: Level 1, No. 8, Jln 2/68f, Off, Jln Tun Razak, 50400 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur