Refund policy
Entire Agreement
This Agreement constitutes the entire and exclusive agreement between Neotron SA (“We”) and the Client, and supersedes all prior or contemporaneous agreements, representations, warranties, and understandings regarding Lacasadelhabano.brussels, including its content, products, or services, and the subject matter herein. We reserve the right to amend this Agreement at any time, without prior notice to the Client.
Age Restrictions
Neotron does not market or sell tobacco products to individuals under the age of 18 (or the minimum legal age in your jurisdiction, if higher). By placing an order on our website, you certify, under penalty of perjury, that you — or the recipient of the tobacco products ordered — is at least 18 years old (or of legal age in the relevant jurisdiction).
Attempting to purchase cigars below the legal age is unlawful.
By clicking on any product links on our website, you confirm that you are of legal age in your country of residence and agree that your age may be verified through available age-verification databases as part of the ordering process.
If you are not of legal age, the use of this website is strictly prohibited.
Neotron does not sell or supply tobacco products to any EU Member State.
What You See is What You Get
All photos on this website were taken in-house. We do not use stock or generic images unless explicitly stated. Generic images may be used only for products in the Regular Classic line.
The boxes shown are the actual boxes you will receive, allowing you to assess the visual condition of the cigars. All images are copyrighted by Neotron and include a watermark.
Health Warning
Tobacco use is hazardous to your health. Smoking causes lung cancer, heart disease, emphysema, and may complicate pregnancy.
Smoking during pregnancy may result in fetal injury, premature birth, and low birth weight. Cigar smoke contains carbon monoxide.
Quitting smoking greatly reduces serious health risks.
Neotron accepts no liability for any health issues resulting from the use of tobacco products.
Order Acceptance
We reserve the right to reject or cancel any order at our discretion.
No order is binding until confirmed by Neotron. You will receive an email confirmation once checkout is completed.
All orders are subject to availability. If an item is out of stock at the time of purchase, you will be notified, and the transaction will be fully refunded.
Customs Duties
By placing an order on www.lacasadelhabano.brussels, you accept full responsibility for any customs duties, taxes, or clearance procedures required by your local authorities.
Neotron is not responsible for compliance with your local import regulations.
Payments
By submitting an order, the Client confirms that the credit card information provided is accurate, and that charges will be honored by their credit card company.
The Client agrees to pay the posted prices, including applicable shipping and importation fees.
Billing information must match the information on the credit card statement; mismatches may cause delays during verification.
Neotron may request additional information regarding the Client’s payment method.
The credit card will be charged immediately upon submitting the order. An invoice will only be issued after order confirmation.
If an order is canceled, the pre-authorization will be voided, and funds released within 5–20 business days, depending on the bank.
Cancellations
Orders may be canceled within 24 hours of placement without penalty. All cancellation requests must be submitted in writing to info@lcdh.brussels. Requests sent via social media, WhatsApp, or live chat will not be accepted.
If a refund request is submitted more than 12 hours after the order has been placed, shipping charges will remain non-refundable and will be retained to cover administrative processing costs.
If the cancellation request is submitted after the 24-hour period, or if the order has already been processed, a 20% restocking fee will apply once the package has been returned to our warehouse.
Currency
Prices are displayed in your local currency as an indication, but all transactions are processed in EUR (€).
The final charge may vary depending on your bank's exchange rate.
Chargebacks
By placing an order, you agree to contact Neotron’s customer service before filing any dispute with your credit card provider.
Violating this clause may result in permanent termination of your client account.
Packaging – Postal Services – Local Restrictions
Products are shipped in their original packaging, including bands and health warnings from the source country.
We use local postal services to ensure discreet shipping.
Estimated delivery times:
- Europe (NON EU): 5–20 business days
- America: 6–10 business days
- Asia & Middle East: 10–25 business days
Delivery times may vary depending on the destination country's postal performance, which is beyond Neotron’s control.
Tobacco laws vary. Some countries prohibit the importation of tobacco or Cuban products.
No Cuban cigars will be shipped to the USA.
By ordering from Neotron, you affirm that you are aware of your country’s laws regarding Cuban cigars.
You bear full responsibility for the importation of cigars into your country.
Neotron is not liable for duties, customs, delays, or local restrictions.
It is your responsibility to know and comply with the laws of your country.
Delivery Exceptions
No refunds will be given for failed deliveries due to:
- Incorrect/incomplete address
- Failure to update address after relocation
- Absence during delivery
- Package marked as delivered but claimed not received
- Local import restrictions or customs refusal
If the shipment is lost for reasons beyond the Client’s responsibility, we will reship the order.
If returned in good condition, a refund may be issued minus a 20% administrative fee.
Returns
Returns are not accepted except for products from the Classic Regular line, or in cases of quality defects.
Cigars must be returned in their original condition, including intact bands, cellophane, tubes, or any individual packaging.
No returns will be accepted for cigars based solely on personal taste preferences.
Upon receipt of valid returns, we will offer a replacement, store credit, or refund — subject to stock availability.
Governing Law
All legal disputes involving Neotron shall be governed by and resolved under the laws of the Republic of Ireland.
Copyright
All content on this website — including text, images, and source code — is the property of Neotron and is protected by international copyright and trademark laws.
No part may be copied, reused, hosted, or distributed without prior written consent from Neotron.
Complaints
For complaints regarding any service or product, contact our customer service at info@lcdh.brussels.
Include your order number and relevant details (photos, description, etc.).
We aim to acknowledge your complaint within 1 business day and respond within 5 business days.
If unsatisfied, you may escalate to our management team for further review.
We are committed to resolving issues fairly and promptly
Business Information:
Neotron sa
rue Faider 1C - 1060 Brussels - Belgium
Tel: + 322 534 2900
Info@lcdh.brussels