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Help & Guide

I received an incorrect item

Thanks for your support to CigaBuy.

If the item you received is completely different from the one you ordered, please contact us via our Customer Service and provide us with the picture to show the mistake.
If return is necessary, please make sure that the incorrect item you returned is wrapped in the original package and the product is in the same condition. However, if you find it useful and prefer to keep it but the price doesn't satisfy you, you can contact us.


To complete the process, we need the following documents:

1.      Both sides of custom declaration form.

(Example: http://cbm.aa-img.com/downloads/packaging.jpg)

2.  (Optional) The Model and PO number we marked on the product or on the package box. (Example: http://cbm.aa-img.com/downloads/PO-number.jpg)

3. To clarify the package is intact or not on delivery. 

If there is one or a few accessories of the item missing, please display all the accessories of this item in one picture and send it to us.

If there's missing items in the parcel, the second document won't be necessary.

You can follow the steps below to upload the documents:

1. Sign in with your CigaBuy account on http://my.cigabuy.com/

2. Go to http://help.cigabuy.com/en/contact-us

3. Select the Order Number

4. Select the Type of Email: Wrong or Less Items received

5. Upload the documents and the message.

We may take 7 to 10 working days to process with the information you uploaded and will keep in touch with you.


Because different batches of the products, item logo or packaging you received may be different from the one displayed on our website. If the main functions or appearance of the product proved to be consistent, please understand the case which won't be applied in this policy.

Any questions please contact us by Customer Service: http://help.cigabuy.com/en/contact-us

[*]About the return address and shipping fee, please contact our CS staff for details first.