Returns Policy

Last updated: 9 October 2026

Because nicotine pouches are a consumable, hygiene-sensitive product, we are unable to accept returns, exchanges or cancellations once an order has been delivered – this applies whether or not the product has been opened.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or you receive the wrong item, contact us at support@pouchpick.com, including your order number and a photo of the item(s) received, and we will arrange a replacement or refund at no extra cost to you.

Uncollected or refused packages

If a package isn’t collected from a delivery point or pickup location, or delivery is refused, it will be returned to us. Any remaining balance is refunded to your original payment method once the package is back with us.

Order not received

If your tracking shows no movement for several days, or your order hasn’t arrived within the expected delivery window, contact us at support@pouchpick.com and we’ll look into it with the carrier.

Packages held in customs

Occasionally a package may be delayed, inspected, or held by customs in the destination country. We’re not responsible for delays, additional fees, or confiscation caused by customs authorities, as compliance with import regulations is the recipient’s responsibility. If a held package is seized or destroyed by customs, we’re unable to offer a refund. If it’s instead returned to us undelivered, we’ll refund it in line with the “Uncollected or refused packages” section above.

Refunds

Where a refund is due under this policy – for a damaged, faulty, or incorrect item, or a package lost or returned in transit – it’s issued to your original payment method once approved. Your bank or card provider may take a few additional days to show the refund in your account.

Your statutory rights

Nothing in this policy affects any statutory rights you may have as a consumer under the law that applies to your order, which cannot be excluded by this policy.