Return Policy | CIG Essentials

Return/Refund Policy

As part of our commitment to providing excellent customer service CIG Essentials offers a 10 day return policy. Orders returned within the 10 day period that are eligible for refund will be inspected to insure they are NEW, UNUSED, UNDAMAGED or DEFECTIVE and processed within 10 days of receipt of eligible items. CIG Essentials has the right to reject any items that do not meet eligibility for return and you will NOT receive a credit for rejected items. Once your refund is processed you will notified regarding the acceptance or denial of exception of items via email or paper mail.

Returned items are subject to a 30% restocking fee which will be subtracted from the refund amount.

 Refunds are processed via paper check (if funds to purchase goods were paid with an institution check) or credited to the credit card used for original purchase payment. Returns that are received after the 15 day period will not accepted or be issued a merchandise credit. Perishable items such as food are not eligible for a refund

Inmate may receive three packages a month containing food stuff as listed in Attachment A of Directive #4911. The combined weight of which should not exceed 40 pounds. Food packages from both visitors and through the mail shall be included in the three package limit. Inmate Items not accepted by the facility for the following reasons will NOT be eligible for a refund or exchange:

• Inmate loss of package room privileges 
  Inmate placed in keep lock 
  Inmate over allowable package limit (40 pounds a month)
  Inmate is transferred to another facility 
  Inmate refuses package
• In addition package privileges may be limited based on the following:
• Privileges of inmates in Special Housing SHU units are restricted and limited by Directive #4933
• Inmates in reception/classification facilities will not be allowed to receive packages for 30 days from the date of reception.
• Inmates will not be allowed to receive packages while in transit
• Inmates in Shock Incarceration, Drug treatments, of CASAT or work release will not be allowed to receive packages.

While all of our perishable food items are hermetically sealed according to Directive #4911 some facilities may have different acceptance standards regarding certain packaged food items (mainly meats). It is the customer’s responsibility to contact the facility regarding acceptable items if they are unsure if an item will be accepted. If you are unsure of how an item is packaged or sealed please contact us prior to placing your order and we will explain. We will not issue refunds for Perishable food items (Hermetically Sealed Meats).

Please refer to directive #4911, or contact the facility before placing your order to make sure your order meets the specific weight, packaging, and shipping requirements.

All returned nonfood merchandise must be shipped directly from the correctional facility and must include the original purchase receipt with returned items listed as well as form #1755 “Non Food Package Record”. All items must be in the original condition it was received in meaning NEW, UNUSED UNDAMAGED OR DEFECTIVE and in its original packaging. WE DO NOT accept merchandise returns from families or 3rd parties.

Orders returned to Cig Essentials due to acceptance limitation or weight error are not eligible for cash refund. Please contact the facility prior to placing your order if you are unsure of the limitations on receiving packages. Please calculate weight of items correctly.

Some Items such as special orders or sale items are NOT eligible for return or refund. Please check with the facility prior to making special order request or purchasing items that have been reduced for sale.

Items ordered through our mail in catalog may take longer to process depending on mail delivery. To exchange an item ordered through our mail in order form please include the item, original purchase receipt, and a detailed note stating the reason for exchange or return and the new item you would like to have delivered.

Return shipping charges ae not refundable. Returns and exchange shipping cost are the responsibility of the sender we are not responsible for return shipping cost. If a refund is granted the cost of shipping will be deducted from the amount refunded. Tracking is suggested on all returns to insure they are correctly delivered.