Last updated November 7, 2026
This policy covers orders placed on casadelhabano.ca with La Casa Del Habano Windsor, 358 Ouellette Ave., Windsor, Ontario N9A 1A6. Purchases made in the store follow the store's own policy.
Cancelling an order
You can cancel an order at any time before it is picked up or dispatched for delivery, at no cost. Contact us with your order number (it starts with LCDH-) and we will refund anything you have paid.
Cigars and other tobacco
To protect the condition of every cigar we sell, tobacco products (cigars, cigarillos and pipe tobacco) cannot be returned or exchanged once they have left our humidor, unless they arrive damaged, defective or are not what you ordered.
Damaged, wrong or missing items
Check your order when you pick it up or receive it. If anything is damaged, defective, wrong or missing, tell us within 7 days with your order number and photographs, and keep the packaging.
We will replace the item or refund it in full, including the delivery fee where the whole order is affected. If we ask for the item back, we arrange and pay for its return.
Humidors and accessories
Humidors, lighters, cutters, ashtrays and other accessories can be returned within 14 days of pickup or delivery if they are unused and in their original packaging. We refund the item price once we receive it; the cost of returning it is yours unless the item was faulty or wrong.
Deliveries that cannot be completed
If nobody 19 or older with valid photo ID is available to receive a delivery, or the address is outside our delivery area, the order comes back to us. You can then collect it from the store, arrange a new delivery (the delivery fee applies again), or cancel it: we refund the products and HST, but not the original delivery fee. See how we verify age.
How refunds are paid
Refunds go back to the original payment method within 10 business days of being approved. Card refunds can take a few more days to appear, depending on your bank. Purchases paid in cash in the store are refunded in the store.
Contact us
Email sales@casadelhabano.ca, call 519-254-0017, or visit us Monday to Saturday, 10am to 6pm.