Refund policy

Due to the nature of our products, all sales of tobacco products and alcoholic beverages are final. We do not accept returns, exchanges, or refunds for tobacco or alcohol once a purchase has been completed, except in cases where an item was damaged or the incorrect item was provided.

Damaged or Incorrect Orders

If you receive an item that is damaged or different from what you ordered, please contact us within 24 hours of pickup or delivery.

To help us resolve the issue, we may ask you to provide your order number, a description of the problem, and photographs of the product and packaging.

Once the issue has been reviewed and verified, we will work with you to provide an appropriate replacement or refund for the affected item.

Claims submitted more than 24 hours after pickup or delivery may not be eligible for a replacement or refund.

Change of Mind

We cannot accept returns or exchanges because of a change of mind, personal preference, taste, or because an item is no longer wanted.

This includes, but is not limited to, cigars, tobacco products, wine, beer, spirits, and other alcoholic beverages.

Cigars & Tobacco Products

Because cigars and other tobacco products are sensitive to handling, storage, temperature, and humidity after leaving our possession, all tobacco sales are final.

Natural variations in cigar wrapper color, texture, shape, or appearance are normal characteristics of handmade tobacco products and are not considered defects.

Alcoholic Beverages

All alcohol sales are final. We do not accept returns or exchanges of alcoholic beverages except when the wrong product was provided or the product was damaged at the time it was received.

In-Store Purchases

Please inspect your purchase before leaving the store. Once tobacco or alcohol products have left our premises, the sale is considered final except where the product provided was incorrect or damaged.

Any claim regarding an incorrect or damaged product must be reported within 24 hours of purchase.

Pickup & Delivery Orders

Customers are encouraged to inspect their order at the time of pickup or delivery whenever possible.

Any damaged or incorrect items must be reported to Complex within 24 hours of pickup or delivery. Please retain the product and its original packaging while we review your claim.

Questions or Problems With an Order

If you believe you received a damaged or incorrect product, please contact us within 24 hours. Our team will review the issue and assist you.

Complex reserves the right to review all claims and determine eligibility for a replacement or refund in accordance with applicable law.