Contact First
Start with the order numberExplain the issue through the official CigHot contact channel.
Return Policy
Order Issue Guidance
Return Policy
Contact CigHot before sending an item back so the order, product condition and appropriate next step can be reviewed.
A Clear Return Review Process
If an order arrives with a problem, contact CigHot before sending anything back. The order details, product condition and available next step must be reviewed first.
Keep Packaging
Preserve the received conditionKeep the product, labels, packaging and order materials together.
Wait for Instructions
Do not return without approvalFollow the written next step supplied after review.
Order Issue Review
Start with an Order Review
Send the order number, the exact product and quantity concerned, and a clear explanation of what happened. Supporting photographs may be requested when they help confirm the condition or difference.
Do not send a parcel to an address found outside official CigHot instructions. An unapproved return may not be identifiable or connected to the correct order.
Request Details
Information to Include
A useful request normally includes:
- the CigHot order number;
- the complete product name and quantity;
- a description of the issue;
- clear images of the product and packaging when relevant;
- the outcome or assistance being requested.
Do not include account passwords or full payment credentials.
Received Condition
Product Condition
Keep the product, packaging and identifying materials in their received condition while the request is reviewed. Products that have been opened, used, altered, damaged after delivery or separated from their identifying packaging may not be suitable for return, except where rights that cannot be excluded apply.
Approval depends on the reason for the request, the product condition, the order status and the information available for review.
Incorrect Item
If the received product does not match the confirmed order, report the exact difference and keep all identifying packaging.
Damaged Item
Report visible damage promptly and keep the parcel, product and packaging available for photographs or carrier review.
Change of Mind
Change-of-mind requests are reviewed rather than automatically approved. Product type, packaging and order status are considered.
Approved Return Shipping
If a return is approved, CigHot will provide the destination and information that must accompany the parcel.
Returned Parcels
Parcels returned by a carrier because of an address or delivery problem are assessed after the carrier status and order details are confirmed.
Review Outcomes
The available outcome and shipping-cost responsibility depend on the issue and review result. Rights that cannot lawfully be excluded remain unaffected.
Need Help with an Order Issue?
Contact CigHot with the order number and relevant product details before taking return action.