1. Order Cancellations

• You are entitled to cancel your order within 14 days of receiving your goods, in line with UK consumer protection laws.
• If your order has not yet been dispatched, you will receive a full refund immediately.
• If your order has already been dispatched, you must return the goods in their original, unopened, and unused condition to qualify for store credit. Store credits will be applied to your account within 24 hours of us receiving the return.
• Refunds for cancelled orders will be processed within 24 hours after the returned goods are received and inspected.

2. Returning Incorrect, Faulty, or Damaged Goods

• If you receive the wrong product or your order arrives damaged or defective, please contact us at Support@pouchstore.co.uk within 7 days of receiving the goods.
• We will arrange either a replacement or a full refund, including return shipping costs if applicable.
• To qualify for a refund or exchange, products must be unused and returned in their original packaging unless the item is faulty.

3. General Returns & Refund Conditions

• Eligibility: Returns are only accepted if the product is unopened, unused, and in its original packaging (except in the case of defective goods).
• Return Approval: You must contact us at Support@pouchstore.co.uk to obtain authorisation before sending any items back.
• Shipping Costs:
  • If the return is due to our mistake (incorrect, faulty, or damaged goods), we will cover return shipping costs.
  • If the return is due to a change of mind, you will be responsible for return shipping costs.
• Refund Processing:
  • Once we receive and inspect your return, we will notify you regarding refund approval.
  • Refunds for faulty/defective goods will be processed back to your original payment method within 24 hours.
  • Refunds for change-of-mind returns will be issued as store credit.

4. Non-Returnable Items

• We cannot accept returns on items that have been opened or used, except in cases of defective goods.
• For hygiene and safety reasons, returns of nicotine pouches are not accepted unless the items are incorrect, faulty, or damaged upon arrival.

5. Contact Us

If you have any questions or need further assistance with a return, please contact our Customer Support team:

📧 Email: Support@pouchstore.co.uk

📍 Registered Office: The E-Cig Store Ltd, Unit 1 Hammond Court, Hammond Avenue, Stockport, United Kingdom, SK4 1PQ