At our store, we’re committed to providing fresh, high‑quality nicotine pouches and fair, transparent service. Because nicotine products are age‑restricted and perishable, our policy is different from standard retail goods like clothing or electronics.

Our goal is to keep things clear and reasonable, while protecting your safety and complying with US regulations. By placing an order on our website, you agree to the terms of this Return & Refund Policy.

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1. Policy Overview & Definitions

This policy applies to orders placed on our US website and delivered to valid addresses within the United States. As a retailer of age‑restricted nicotine products, we must follow strict compliance rules.

All orders are subject to:

• 21+ Age Verification at checkout
• Possible Adult Signature Requirement (ASR) at delivery, depending on state and carrier rules

  It is your responsibility to ensure that:

• You are 21+ and legally allowed to purchase nicotine products in your jurisdiction
• The shipping address provided is complete and accurate

  Key Definitions

• Adult Signature Requirement (ASR)

  A delivery condition for nicotine products where a person 21 years or older must sign for the package. Carriers will not leave packages unattended when ASR is required. This helps prevent youth access in line with federal and state rules.

• Subtotal

  The product total after discounts and loyalty points, but before taxes, shipping fees, or regulatory surcharges.

• Delivery Date

  The date and time when the carrier (e.g., UPS, FedEx) marks your package as “Delivered” in their tracking system. This is the start of your 7‑day reporting window.

• Business Days

  Monday–Friday, 9:00 AM–5:00 PM EST, excluding US federal holidays and weekends.

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  2. Non‑Returnable Items & Restrictions

  In short: most nicotine products are final sale for health and safety reasons.

  Because oral nicotine products are perishable and consumed directly, we cannot safely resell any items once they leave our facility. We also cannot verify how they were stored after delivery. For these reasons, we operate with a strict “All Sales Final” policy on consumable goods.

  We understand that taste and strength are personal preferences. However, we cannot accept returns or exchanges for “change of mind,” “don’t like the flavor,” or similar reasons.

  Non‑Returnable Items

• Nicotine Pouches & Snus

  All oral nicotine products are non‑returnable and non‑refundable, even if unopened. Once shipped, they cannot re‑enter our inventory for safety, hygiene, and compliance reasons.

• Broken Seals / Tampered Items

  Any item (including non‑nicotine accessories) with:

• A broken safety seal
• Torn or heavily damaged packaging
• Signs of tampering

  will not be eligible for return, refund, or replacement.

• Personalized / Custom / Final Sale Promotions

  Items that are:

• Customized
• Bundled specifically for a promotion
• Marked as “Final Sale” or limited‑edition drops

  are non‑refundable.

  Limited Exception – Accessories

  Non‑consumable accessories (e.g., metal storage cans, merchandise) may be considered for return only if:

• Completely unopened
• In original condition and packaging
• You obtain prior written approval from our Support team

  Any unauthorized returns (items sent back without approval) may be discarded and will not be eligible for a refund. Always contact Support before sending anything back.

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  3. Refundable Cases & Evidence Requirements

  We will always correct genuine problems with your order, as long as you contact us on time and provide basic proof.

  We do not offer refunds or exchanges for:

• Change of mind
• Flavor or strength preference
• Ordering the wrong product

However, if your order arrives incorrect, damaged, or clearly defective, you may qualify for a refund or replacement. You must report any qualifying issue within 7 calendar days of the Delivery Date.

Please open and inspect your package as soon as it arrives.

Eligible Scenarios for Refund or Replacement

You may be eligible for a refund or replacement in the following cases:

1. Wrong Item Received

Example: You ordered “Wintergreen 6mg” but received “Citrus 3mg”.

• We will verify the claim against our warehouse scan and packing records.

1. Missing Item(s)

Example: Your packing slip lists 10 cans, but the box only contains 8.

• Please first check for split shipments (multiple boxes) before reporting.

1. Damaged or Leaking Products

Examples include:

• Cans arrived crushed or clearly damaged
• Cans opened during transit
• Pouches inside are dry, leaking, or compromised due to seal failure
• *Note:* Minor cosmetic damage to the outer shipping box does not qualify if the product cans inside are intact.

1. Defective on Arrival (Quality Issues)

Examples include:

• Product is within its Best Before date but contains foreign objects
• Cans are completely empty
• Obvious, verifiable manufacturing defects

  Resolution Timeline

  Once you submit your claim with the required information:

• Our team will review your evidence within 3–5 business days
• If approved, we will issue either:
• A refund to the original payment method, or
• A replacement shipment
• Processing time: within 5–10 business days after approval
• Your bank or card issuer may take an additional 3–7 days to post the funds

  Required Evidence Checklist

  To keep things fair for all customers and prevent abuse, we require clear photo or video evidence for claims. This helps us resolve your case quickly and maintain reasonable prices.

  Please include:

• Shipping Label

  Clear photo of the shipping label on the box showing:

• Tracking number
• Your name and address
• Internal Packaging

  A photo of how the items were packed inside the box.

• Product Damage / Issue

  Close‑up photos or video clearly showing:

• Crushed or broken cans
• Leaking contents
• Open or broken seals
• Visible defects
• Batch Codes & Dates

  Clear photo of the bottom of the cans showing:

• Batch ID / Lot number
• Best Before / Expiration Date

  Claims submitted without sufficient evidence may be delayed or denied.

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  4. Shipping Costs, Refusals & Adult Signature (ASR) Failures

  Shipping fees are paid to carriers and are typically non‑refundable once the service begins.

  We follow standard practices for deliveries that fail due to customer error or ASR issues.

  Customer Error & “Change of Mind”

  Refunds are not granted in the following situations:

• You ordered the wrong flavor, brand, or nicotine strength
• You don’t like the taste, strength, or feel of the product
• You entered an incorrect or incomplete shipping address

  (e.g., missing apartment/suite number, wrong ZIP code)

• You refuse a package at delivery without instruction from our Support team

  Adult Signature Requirement (ASR) Failures

  In some states and with some carriers, an adult (21+) must sign for the package. Carriers typically make up to 3 delivery attempts.

  To avoid extra costs or delays, we recommend shipping to an address where an adult is usually available (e.g., workplace, staffed front desk, building office).

  If no adult is available to sign after the carrier’s attempts and the package is Returned to Sender (RTS), you have two options:

  #### Option A: Partial Refund

• We will refund the product Subtotal only once the package is returned to us.
• The following will be deducted from your refund:
• Original shipping fee
• Any return shipping fees charged by the carrier

  If the return shipping cost exceeds the product value, no refund will be issued.

  #### Option B: Reshipment

• We can reship the order to a verified address where an adult will be available to sign.
• You will be responsible for the new shipping fee.
• We cannot reship for free if the first delivery failed due to absence or unavailability of an adult.

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5. How to File a Claim

Please do not send any items back without contacting us first. Unauthorized returns cannot be processed and may be discarded.

If you believe your order qualifies for a refund or replacement under Section 3, follow these steps:

1. Contact Support Within 7 Days

• Email our Customer Service team at: support@yourstore.com
• You must contact us within 7 calendar days of the Delivery Date.

1. Include Required Details

In your email, please provide:

• Your Order Number
• Your full name and current shipping address
• A detailed description of the issue
• Example: “3 cans of Mint 6mg are leaking and one can is crushed.”
• All relevant photos/videos listed in the Evidence Checklist (Section 3)

1. Await Review & Resolution

• Our team will review your submission and evidence within 3–5 business days.
• You will receive a response via email with either:
• A refund confirmation, or
• A replacement order confirmation and tracking number

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  6. Loyalty Points & Coupons

  Refunds may affect your loyalty points balance. We follow a clear and consistent logic to keep the rewards program fair for everyone.

  Loyalty Points

  Scenario: Full Refund (entire order refunded)

• All points earned from this order will be deducted from your account.
• Any points used/redeemed on this order will be returned to your account.

  Scenario: Partial Refund (only some items refunded)

• Points earned will be deducted pro‑rata based on the refunded amount.
• Points used/redeemed for this order are not returned. They are considered consumed for the original purchase.

  This prevents double benefits (refund + full points) and helps keep the program fair for all members.

  Coupon Codes & Discounts

• Coupon codes and discounts have no cash value.
• If you receive a refund for an item bought with a coupon, you will be refunded the amount actually paid, not the pre‑discount price.
• Discount codes or coupons will not be reissued for partially refunded orders.

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  7. Legal & Compliance

  Proposition 65 Warning (California)

  WARNING: This product can expose you to chemicals including nicotine, which is known to the State of California to cause birth defects or other reproductive harm.

  For more information, go to www.P65Warnings.ca.gov.

  Right to Refuse Service

  We work hard to protect both our customers and our business. We may refuse service or deny refunds in cases of suspected:

• Fraudulent activity
• Abuse of the refund/return policy
• Repeated, unsubstantiated claims

  We monitor for unusual account patterns. In rare cases of confirmed abuse or fraud, we may limit or close accounts in accordance with our Terms of Service.

  Policy Governance & Updates

• This policy is governed by the laws of the state in which our company is registered.
• If there is any discrepancy between translated versions of this policy, the English version will prevail.
• We may update this policy at any time to comply with new US federal or state regulations regarding age‑restricted products. Any changes will apply to orders placed after the updated policy is published on our website.