Return policy

Refund & Return Policy

Last Updated: July 6, 2026

At KEKO, we are committed to providing high-quality nicotine pouch products and ensuring a positive shopping experience. Please read this Refund & Return Policy carefully before placing your order.

1. General Policy

Due to the nature of nicotine pouch products and for hygiene, health, and safety reasons, KEKO generally does not accept returns or exchanges once an order has been shipped, except where required by applicable law or as outlined in this Policy.

By placing an order, you acknowledge and agree to the terms described below.

2. Return Eligibility

A return request may be considered only if:

  • The product was delivered damaged or defective;

  • You received an incorrect product due to our error;

  • The item remains unopened, unused, and in its original sealed packaging (where applicable);

  • The return has been authorized in advance by KEKO Customer Support.

Returns sent without prior authorization may be refused.

3. Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns for:

  • Opened or used nicotine pouch products;

  • Products with broken or damaged seals after delivery;

  • Products returned without prior authorization;

  • Products damaged due to improper storage or misuse;

  • Clearance, promotional, or final sale items, unless required by applicable law.

4. Refund Eligibility

Refunds may be approved under the following circumstances:

  • Your order was canceled before shipment;

  • You received the wrong product;

  • Your order arrived damaged during transit;

  • The product was defective upon delivery;

  • A refund is otherwise required under applicable consumer protection laws.

If approved, refunds will be issued to the original payment method used for the purchase.

Shipping charges are generally non-refundable unless the refund is the result of our error or where required by law.

5. Situations Not Eligible for Refund

Refunds will generally not be provided in the following situations:

  • The package was refused by the recipient;

  • The shipment was unclaimed or abandoned;

  • An incorrect or incomplete shipping address was provided by the customer;

  • Delivery delays caused by customs, shipping carriers, weather, or other circumstances beyond our control;

  • Products seized, rejected, or destroyed by customs or other governmental authorities;

  • Customer dissatisfaction with flavor preferences or personal taste;

  • Orders placed in violation of local laws regarding nicotine products.

6. Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact our Customer Support team within 7 days of the delivery date.

Your request should include:

  • Your order number;

  • A brief description of the issue;

  • Clear photographs of the product;

  • Photographs of the outer packaging and shipping label, if applicable.

Failure to report the issue within the required timeframe may affect our ability to process your claim.

After reviewing your request, KEKO may, at its sole discretion:

  • Send a replacement product;

  • Issue a full or partial refund;

  • Provide store credit where appropriate.

7. Order Cancellation

Orders may be canceled only before they have entered processing or shipment.

Once an order has been shipped, it cannot be canceled.

If you wish to cancel an order, please contact us as soon as possible after placing it.

8. Return Shipping

If a return is approved:

  • Customers must follow the return instructions provided by KEKO.

  • Unauthorized returns may be rejected.

  • Unless the return is the result of our error or required by law, customers are responsible for return shipping costs.

  • We recommend using a trackable shipping service, as KEKO is not responsible for returned packages lost during transit.

9. Processing Time

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will generally be processed within 5–10 business days.

The time required for the funds to appear in your account depends on your bank, credit card issuer, or payment provider.

10. Chargebacks

If you experience an issue with your order, we encourage you to contact KEKO Customer Support before initiating a payment dispute or chargeback.

Submitting a fraudulent or unjustified chargeback may result in:

  • Suspension of your customer account;

  • Cancellation of future orders;

  • Additional review of future purchases where permitted by applicable law.

11. Consumer Rights

Nothing in this Refund & Return Policy limits or excludes any statutory rights that you may have under applicable consumer protection laws.

Where local law grants additional rights regarding returns or refunds, those rights will prevail.

12. Contact Us

If you have any questions regarding this Refund & Return Policy or need assistance with your order, please contact our Customer Support team using the contact information provided on our website.

Our team will make reasonable efforts to respond to all inquiries as promptly as possible.