Refund Policy

Last Updated: 27 January 2026

At Pouch Lab, we want you to be completely satisfied with your purchase. However, due to the nature of nicotine products and hygiene regulations, our refund policy has specific limitations. Please read this policy carefully before making a purchase.

1. Important Notice

Nicotine pouches are hygiene-sensitive products. For health and safety reasons, we cannot accept returns of opened or used products. All sales are final once the product seal is broken.

2. Eligibility for Returns

2.1 Unopened Products

You may return unopened, unused products in their original, sealed packaging within 14 days of delivery for a refund, provided:

The product is in its original condition with seals intact
The product is in its original packaging
You provide proof of purchase (order number)
The return is initiated within 14 days of delivery

2.2 Defective or Damaged Products

If you receive a defective or damaged product, contact us within 48 hours of delivery. We will arrange a replacement or full refund, including return shipping costs.

2.3 Incorrect Orders

If we send you the wrong product, contact us within 48 hours of delivery. We will arrange for the correct product to be sent at no additional cost or provide a full refund.

3. Non-Returnable Items

The following items cannot be returned or refunded:

Opened or used nicotine pouches
Products with broken or tampered seals
Products not in their original packaging
Products purchased on clearance or final sale (where indicated)
Products returned after 14 days without valid reason
Products damaged due to misuse or improper storage

4. How to Request a Return

To initiate a return:

Contact Us: Email support@pouchlab.co.uk with your order number and reason for return
Await Authorization: Do not return products without prior authorization. We will provide return instructions and a return authorization number
Package Securely: Pack the product securely in its original packaging
Ship the Return: Send the product to the address provided using a tracked shipping method
Receive Refund: Once we receive and inspect the return, we will process your refund within 5-7 business days

5. Return Shipping Costs

Reason for Return	Who Pays Shipping
Change of mind (unopened)	Customer
Defective or damaged product	Pouch Lab
Incorrect order (our error)	Pouch Lab

6. Refund Processing

6.1 Refund Method

Refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts.

6.2 Refund Timeline

Inspection: 1-2 business days after we receive your return
Processing: 5-7 business days after approval
Bank Processing: Additional 3-5 business days depending on your financial institution

6.3 Refund Amount

Approved refunds include:

Product cost
Original shipping fees (if the return is due to our error or defect)

Refunds do not include:

Return shipping costs (unless the return is due to our error)
Original shipping fees (for change-of-mind returns)

7. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

Return the original product for a refund (subject to eligibility)
Place a new order for the desired product

For defective products, we will send a replacement immediately upon verification.

8. Damaged or Defective Products

If you receive a damaged or defective product:

Contact us within 48 hours of delivery
Provide photos of the damage or defect
Include your order number and description of the issue
Do not dispose of the product until we confirm the return

We will arrange for a replacement or full refund, including return shipping costs.

9. Lost or Stolen Packages

If your package is marked as delivered but you did not receive it:

Check with neighbors or building management
Verify the delivery address on your order confirmation
Contact the carrier using the tracking number provided
Contact us within 7 days of the delivery date

We will investigate with the carrier. If the package is confirmed lost, we will issue a replacement or refund.

10. Cancelled Orders

10.1 Before Shipment

You may cancel your order before it ships by contacting us immediately. If the order has not been processed, we will issue a full refund.

10.2 After Shipment

Once an order has shipped, it cannot be cancelled. You must follow the standard return process upon delivery.

11. Refused Deliveries

If you refuse delivery of your order:

The order will be returned to us
You will be charged return shipping fees
A refund will be issued minus shipping costs and restocking fees (if applicable)

12. International Returns

International customers are responsible for:

Return shipping costs
Any customs duties or taxes incurred during return
Ensuring products comply with return shipping regulations

Refunds for international orders will be processed in GBP and converted by your financial institution.

13. Consumer Rights (UK)

This policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015. You have the right to:

Receive products that are as described, fit for purpose, and of satisfactory quality
Reject faulty goods within 30 days for a full refund
Repair or replacement for goods that develop faults within 6 months

For more information about your consumer rights, visit Citizens Advice.