Refund policy

Last updated: 29 May 2026

At Hemingway, we want every customer to receive their order in excellent condition and feel confident when shopping with us. This Refund Policy explains how returns, exchanges, refunds, damaged items, defective products, cancellations, and warranty-related cases are handled.

This policy applies to purchases made through Hemingway.ae. By placing an order with us, you agree to this Refund Policy together with our Terms of Service, Privacy Policy, and Shipping Policy.

1. Return Period

We offer a 30-day return period.

This means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must meet the conditions explained below. Items sent back to us without first requesting and receiving return approval may not be accepted.

2. Return Eligibility

To qualify for a return, the item must be:

• Unused

• Undamaged

• In the same condition you received it

• Complete with all accessories, manuals, inserts, keys, trays, packaging, and parts

• In its original packaging

• Accompanied by proof of purchase, such as an order confirmation, invoice, or receipt

We reserve the right to refuse a return if the item is used, damaged, incomplete, missing original packaging, altered, incorrectly handled, or returned without approval.

3. How to Request a Return

To request a return, please contact us with your order details and reason for return.

Hemingway
WhatsApp: +971 58 571 8153
Email: iinfo@sinotobacco.com
Return address: 4 – 1 Al Manama St – Warsan First – Dubai International City – Dubai, United Arab Emirates

Please include:

• Your order number

• Your full name

• Your phone number or WhatsApp number

• The item you want to return

• The reason for return

• Photos or videos if the item is damaged, defective, incorrect, or incomplete

If your return request is approved, we will provide instructions on how and where to send the item.

4. Items That Cannot Be Returned

Certain items are not eligible for return unless they are defective, damaged on arrival, or incorrect.

Non-returnable items may include:

• Used items

• Items damaged after delivery

• Items missing original packaging, accessories, manuals, keys, trays, or parts

• Customized, personalized, special-order, or pre-order items

• Clearance, final sale, or heavily discounted items, unless defective

• Gift cards

• Items returned without prior approval

• Products damaged due to misuse, incorrect setup, poor maintenance, improper storage, unauthorized repair, or failure to follow product instructions

• Lighters or flame-related accessories that have been used, filled with gas or fuel, modified, or returned in unsafe condition

For safety reasons, products containing gas, fuel, flammable liquids, or other restricted materials may not be accepted for return.

5. Electric Humidors and Large Items

Electric humidors and large products must be returned in their original condition and packaging unless the return is approved because of a defect, delivery damage, or incorrect item.

For change-of-mind returns, electric humidors must be unused, clean, undamaged, and complete with all trays, shelves, keys, accessories, manuals, and packaging.

Electric humidors may require inspection before a refund, replacement, or exchange is approved. We may refuse a return if the product shows signs of misuse, incorrect installation, water damage, poor ventilation, physical damage, unauthorized repair, electrical damage, improper voltage use, or failure to follow care instructions.

Warranty or service cases for electric humidors are handled separately from change-of-mind returns. Depending on the issue, the solution may be inspection, repair, replacement part, exchange, or refund, in accordance with the applicable warranty terms and consumer protection requirements.

6. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery, so we can review the issue quickly.

Please provide:

• Your order number

• Photos or videos of the item

• Photos of the packaging

• A clear explanation of the issue

• Any visible damage to the box, carton, or courier packaging

After reviewing the case, we may offer one or more of the following solutions depending on the situation:

• Replacement

• Exchange

• Repair

• Replacement part

• Collection and inspection

• Refund

• Store credit

• Other suitable solution agreed with the customer

Items damaged after delivery due to misuse, mishandling, accidental damage, incorrect installation, unauthorized repair, improper maintenance, or failure to follow product instructions may not qualify for refund or replacement.

7. Delivery Damage

If the outer packaging is visibly damaged at delivery, please take photos before opening the package where possible.

If the product itself is damaged, please contact us immediately with photos and videos. We may need to coordinate with the courier or delivery partner to investigate the issue.

Please keep the original packaging until the case is resolved. Disposing of the packaging too early may make it difficult to process a courier damage claim.

8. Exchanges

If you would like to exchange an item, please contact us first.

Exchanges are subject to:

• Product condition

• Return approval

• Stock availability

• Price difference, if applicable

• Delivery or return shipping charges, if applicable

If the replacement item is more expensive, you will need to pay the difference before dispatch. If the replacement item is lower in price, we may issue a partial refund or store credit, depending on the case.

The fastest way to receive a different item may be to return the original approved item and place a new order.

9. Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved or rejected.

If approved, the refund will usually be processed to the original payment method.

Refund processing timelines may vary depending on your bank, card issuer, payment provider, or payment method.

For card payments, Apple Pay, Google Pay, or online payment methods, refunds are usually returned to the original payment method.

For payment link orders, refunds are usually returned through the same or an appropriate approved payment channel.

For Cash on Delivery orders, refunds may be processed by bank transfer, store credit, or another method agreed with the customer. We may request bank account details or additional verification before processing the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us on WhatsApp at +971 58 571 8153 or by email at info@sinotobacco.com.

10. Shipping Fees and Return Shipping

Original shipping fees, delivery charges, customs duties, import charges, and payment processing fees may not be refundable unless the return is due to our error, a defective item, an incorrect item, or delivery damage approved by us.

For change-of-mind returns, the customer may be responsible for return shipping costs.

For defective, damaged, or incorrect items, Hemingway may arrange collection, return shipping, replacement, repair, or another suitable solution depending on the case.

If an order is returned to us because the customer provided incorrect contact details, wrong address, refused delivery, was unreachable, or failed to receive the order, additional delivery or return charges may apply.

11. Order Cancellations

You may request to cancel an order before it has been dispatched.

If the order has not yet been processed or shipped, we will try to cancel it and issue a refund where payment has already been made.

If the order has already been dispatched, it may need to be handled as a return after delivery.

For special-order, customized, pre-order, or reserved items, cancellation may not be possible once the item has been prepared, ordered, allocated, or dispatched.

12. Cash on Delivery Orders

For Cash on Delivery orders, we may contact you by phone or WhatsApp to confirm your order before dispatch.

If we cannot confirm the order, or if the contact number is incorrect or unreachable, we may hold or cancel the order.

If a Cash on Delivery order is refused at delivery, not collected, or returned because the customer was unreachable, we may refuse future Cash on Delivery orders or require prepaid payment for future purchases.

13. Payment Link Orders

For orders paid by payment link, the order is confirmed only after payment is successfully completed.

If a payment link is not paid within the required time, the order may be cancelled or the item may no longer be reserved.

Refunds for payment link orders will be processed according to the payment provider’s refund process and timeline.

14. International and GCC Orders

For orders delivered outside the UAE, return eligibility may depend on the product, delivery country, courier rules, customs rules, and item condition.

Customers are responsible for ensuring that products can be legally imported into their delivery country.

Customs duties, import taxes, clearance fees, and international shipping charges may not be refundable unless the return is due to our error or an approved product issue.

Cash on Delivery may not be available for GCC or international orders. Prepaid payment may be required before dispatch.

15. Warranty and Service Requests

Some products may include warranty coverage depending on the product, brand, supplier, and warranty terms.

Warranty support may include inspection, repair, replacement part, exchange, or another suitable solution depending on the issue and warranty coverage.

Warranty does not usually cover:

• Misuse

• Physical damage

• Accidental damage

• Water damage

• Electrical damage caused by incorrect voltage or power supply

• Unauthorized repair or modification

• Normal wear and tear

• Cosmetic damage after use

• Improper cleaning or maintenance

• Failure to follow product instructions

• Damage caused by unsuitable environment, heat, humidity, sunlight, or poor ventilation

• Consumable parts or accessories unless stated otherwise

A warranty issue does not always mean the item qualifies for an immediate refund. We may first inspect the product and determine the appropriate solution.

16. Gifts

If an item was purchased as a gift, the return or exchange must still meet the conditions in this policy.

Refunds are usually issued to the original purchaser and original payment method unless otherwise agreed.

Gift messages, wrapping, special packaging, delivery fees, and related service charges may not be refundable unless the return is due to our error.

17. Sale Items and Promotions

Sale, discounted, clearance, bundle, or promotional items may not be eligible for return or refund unless they are defective, damaged on arrival, or incorrect.

If a promotional gift was included with your order, it may need to be returned with the original product. If the gift is not returned, its value may be deducted from the refund where applicable.

18. Refused or Rejected Returns

We may reject a return if:

• The return period has expired

• The item was used or damaged

• The item is incomplete

• The item is missing original packaging or accessories

• The item was returned without approval

• The item is not eligible for return

• The product was damaged because of misuse or poor handling

• The issue is not covered by warranty or this policy

If a return is rejected after inspection, the customer may be responsible for collecting the item or paying for re-delivery.

19. Your Legal Rights

Nothing in this Refund Policy is intended to remove or limit any rights you may have under applicable consumer protection laws.

Where required by law, defective goods, incorrect goods, warranty obligations, repairs, replacements, or refunds will be handled in accordance with applicable legal requirements.

20. Contact Us

For return, refund, exchange, damaged item, or warranty questions, please contact us:

Hemingway
Address: 1 Al Manama St, Warsan First, Dubai International City, Dubai, United Arab Emirates
Return address: 4 – 1 Al Manama St – Warsan First – Dubai International City – Dubai, United Arab Emirates
WhatsApp: +971 58 571 8153
Phone: +971 58 571 8153
Email: info@sinotobacco.com