Refund policy
Returns, cancellations and refunds
This policy explains how returns, order cancellations and refunds are handled by Niq Pouches. Mandatory consumer rights under the laws of your country are not affected by this policy.
EU right of withdrawal
If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days without providing a reason.
The 14-day withdrawal period begins on the day that you, or a person nominated by you other than the carrier, receives the goods. If products from the same order are delivered separately, the period begins when the final item is received.
You may submit your withdrawal request through the withdrawal or return function available through our store, customer account or order information page. You may also contact us at [YOUR EMAIL ADDRESS].
Your request must be submitted before the 14-day withdrawal period expires. After notifying us, you must send the eligible products back within 14 days.
Cancelling an order before fulfilment
You may request cancellation of an order before it has been fulfilled. Cancellation requests can be submitted through the cancellation function provided on our store or by contacting us.
We process orders quickly and cannot guarantee that an order can be stopped after it has entered fulfilment. If the order has already been dispatched, it will normally need to be handled as a return after delivery.
Condition of returned products
Returned products must be unused, unopened and in their original condition and packaging.
Because nicotine pouches and other oral-use products are intended to be placed in the mouth, we cannot accept returns of products that have been opened, unsealed, used or otherwise handled in a way that makes them unsuitable for resale, except where required by applicable law or where the product is faulty, damaged or incorrect.
You may inspect the products as you would reasonably be permitted to do in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and condition of the products.
Return shipping
Unless the product is faulty, damaged or incorrect, you are responsible for arranging and paying the direct cost of returning the products.
Please do not return an order without first submitting a return or withdrawal request and receiving return instructions from us. Products returned to an unauthorised address may not be received or processed.
We recommend using a tracked shipping service and keeping proof of postage. You remain responsible for the returned products until they have been delivered to us.
Refunds
If you validly exercise your right of withdrawal, we will refund the payments received for the returned products. Where the entire order is withdrawn, this includes the cost of our least expensive standard delivery option offered for the order.
Additional delivery costs resulting from your choice of a more expensive or express delivery method are not refundable beyond the cost of standard delivery.
Refunds will normally be issued to the original payment method within 14 days after we receive your withdrawal notice. We may withhold the refund until we have received the returned products or you have provided evidence that they have been sent back, whichever occurs first.
Depending on your payment provider, it may take additional time for the refunded amount to appear in your account.
Faulty, damaged or incorrect products
Please contact us as soon as possible if your order arrives damaged, defective or incorrect. Include your order number and clear photographs of the products and packaging where possible.
If the claim is approved, we will provide an appropriate solution in accordance with applicable consumer law. This may include replacement, refund or reimbursement of reasonable return shipping costs.
Products that cannot be returned
Subject to applicable consumer law, we cannot accept returns of:
- products that have been opened, unsealed or used;
- products that are not in their original condition or packaging;
- products damaged after delivery through improper handling or storage;
- products that cannot be returned for health or hygiene reasons after their seal has been broken; or
- products for which the legal right of withdrawal does not apply under applicable law.
This restriction does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the purchase contract.
Orders outside the European Union
For customers outside the European Union, return and cancellation rights may differ depending on the laws of the destination country. Any mandatory rights available under applicable local consumer law remain unaffected.
Contact us
To request a return, cancellation or withdrawal, use the relevant function available through our store or contact:
Niq Pouches
Email: info@niqpouches.com
Return address: