Refund policy

STIX CIGARS — RETURN & REFUND POLICY
At Stix Cigars, we take immense pride in delivering a premium, luxury mobile lounge experience and high-end hand-rolled tobacco products. Because our business involves non-tangible event scheduling and heavily regulated inventory, we enforce a strict financial policy structure to protect our operational planning and overhead.
By checking out on our storefront or securing a date on our calendar, you explicitly agree to the following terms:

1. MOBILE LOUNGE BOOKINGS & PACKAGES
To secure a mobile canopy lounge date on our calendar, clients may select either our Non-Refundable Deposit Only option or Pay Full Balance Upfront.
  • The Baseline Deposit is Non-Refundable: In the event of a client cancellation at any time prior to the scheduled date, the baseline package deposit amount (e.g., $400.00) remains 100% non-refundable and non-transferable to cover our background scheduling locks, admin overhead, and lost booking opportunities.
  • Remaining Balance Refunds: If you paid your full package balance upfront or have already settled your remaining balance invoice, you may cancel your event at any time. We will issue a cash refund straight back to your original payment card for the remaining balance portion only (Total Amount Paid minus the Non-Refundable Deposit).
  • Premium Holiday Bookings: All transactions processed through our dedicated Holiday Calendar loop require 100% full payment upfront and are completely non-refundable and non-transferable immediately upon execution due to the extreme peak-demand nature of those calendar dates.

2. PREMIUM CIGAR RETAIL INVENTORY
  • All Tobacco Sales are Final: Due to strict federal tobacco regulations, state health codes, and the highly sensitive humidity and temperature parameters required to preserve premium hand-rolled tobacco leaves, we cannot accept returns or exchanges on any cigars.
  • Individual sticks, curated flavor menus, sampler packs, and opened cigar boxes are 100% final sale the exact second they leave our physical humidor display cases or mobile canopy tent footprint. No exceptions will be made for unused tobacco products brought back after an event.

3. HARDWARE, ACCESSORIES, & MERCHANDISE
For non-tobacco physical goods (such as unused torch lighters, branded cigar cutters, travel cases, or apparel merchandise purchased at our tent or online), we offer a 14-day return window under the following strict conditions:
  • Items must be completely unused, untriggered, in their original factory retail packaging, and accompanied by the original digital Shopify receipt.
  • Approved merchandise returns are subject to a 15% restocking fee to cover our high-risk processing transaction overhead.
  • Return shipping logistics and costs are the sole responsibility of the customer.

4. HOW TO REQUEST A MODIFICATION OR REFUND
To cancel an event or request a return on physical hardware accessories, please contact us directly by emailing russell.gaskey@stixcigars.com. Please include your full name, event date, and original Shopify order number. Approved balance refunds will be processed back to your original high-risk credit card gateway account within 5 to 7 business days.