RETURN POLICY

Tesonway Shipping, Return & Warranty Policy

We are proud to offer FREE shipping on all orders with no minimum purchase requirement*, making luxury cigar accessories accessible to everyone.

For our US customers: We utilize FBA local warehouses for fast delivery within the contiguous 48 states. If local stock is unavailable, we will ship directly from our China warehouse to ensure you receive your order.
For International customers: Orders are shipped directly from our warehouses.
You will receive a tracking number via email as soon as your order ships.

*Please Note:

Free shipping may not apply to a select number of remote areas or countries. Please contact us for confirmation.
We are not responsible for any customs duties, taxes, or brokerage fees for international orders. These are the responsibility of the recipient.
For detailed information on carriers, delivery times, and processes, please visit our comprehensive Shipping & Delivery FAQ.

We offer a 30-day return window from the date of delivery for unused and undamaged items in their original packaging.

Item must be in like-new condition with no signs of use, damage, or scratches that affect the product's resale value.
All original packaging, manuals, and accessories must be included.

⚠️ Non-Returnable Items:

Refuse Delivery: If the box appears severely damaged, you may refuse delivery. We will ship a replacement immediately at no cost to you.
Discover Damage After Delivery? Email us at support@tesonway.com within 48 hours with clear photos of the damage and the original packaging. Do not discard the packaging, as it may be required for carrier claims.

Request Authorization: Email service@tesonway.com with your order number and reason for return.
Pack Securely: Repack the item in its original packaging with all included items (accessories, manuals, etc.) and use ample cushioning. We recommend insuring the return shipment.
Return Shipping: The customer is responsible for the cost of return shipping unless the return is due to our error or a defective product.
Refund: Once received and inspected, your refund will be processed to the original payment method within 5-7 business days.

Important:

Please ensure you return all original items that came in the package. If a promotional gift was included with your order and not returned, its MSRP value will be deducted from your refund.

We stand behind the quality of our products. Tesonway offers a 2-year limited warranty against defects in materials and workmanship under normal use.

Covered:
- Defects in materials and workmanship.
- Failure of lighter ignition mechanisms.
Not Covered:
- Damage from accident, misuse, abuse, neglect, or improper maintenance.
- Normal wear and tear.
- Consumable parts (e.g., humidifiers).

To file a warranty claim, please contact us with your order details and evidence of the defect.

For any questions regarding returns, shipping, or warranties, our support team is here to help.

Email: service@tesonway.com
Response Time: We strive to respond to all inquiries within 24 business hours.