Subscription Policy

Effective date: 04 January 2026

This Subscription Policy explains how auto-repeat (“Subscribe”) orders work on Pouch Store (“we”, “us”, “our”). By selecting a subscription option at checkout, you agree to the terms below.

1) Eligibility (Age Restriction)

Subscriptions are only available to customers who are 18+ and legally allowed to purchase nicotine pouches in the UK. We may cancel a subscription if we believe an order breaches legal age requirements.

2) What a Subscription Means

When you choose a subscription, you authorise us to:

• Automatically create and charge an order on your chosen schedule.
• Use your saved payment method through Shopify Payments for each renewal.

You can manage your subscription at any time through your customer account subscription portal.

3) Pricing (No Subscription Discount)

We do not offer a subscription discount by default.

Your subscription renewal price is the product price shown on the website at the time your renewal is processed. Prices can change due to supplier costs, tax changes, or promotions ending.

4) Billing & Renewal Timing

• Your subscription renews based on the frequency you selected at checkout.
• We attempt payment on the renewal date (or up to 24 hours before dispatch where needed for order processing).
• You’ll receive an order confirmation email each time a subscription renews.

5) Shipping & Delivery

• Subscription orders use the same shipping charges and delivery options as standard orders.
• Delivery times are estimates and can be affected by Royal Mail/courier delays.

6) Changes to Your Subscription (Cut-Off Time)

You can update your subscription—such as product, strength, quantity, delivery frequency, address, or payment method—through your subscription portal.

To ensure changes apply to the next order, you must make changes at least 24 hours before the next renewal is processed.

7) Skips, Pauses & Cancellations

You can:

• Skip a scheduled order
• Pause your subscription
• Cancel anytime

Cancelling stops future renewals. It does not automatically refund orders that have already been processed.

8) Failed Payments

If your payment fails:

• We may retry payment automatically.
• If payment can’t be completed, the renewal won’t ship and your subscription may be paused until payment details are updated.

9) Out of Stock Items (No Substitutions)

If a subscribed product is out of stock, we will delay the subscription order until the item is back in stock.

We do not substitute flavours or strengths without your approval.

10) Returns, Refunds & Damaged Items (Subscriptions Included)

Subscription orders follow our standard returns and refunds rules.

If an item arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery so we can resolve it (replacement/refund as appropriate). Including photos helps us resolve issues faster.

For hygiene and safety reasons, we may be unable to accept returns of opened nicotine pouch products unless they are faulty.

11) Fraud Prevention & Account Misuse

We may cancel subscriptions or refuse service where we suspect fraud, misuse, or policy violations (including repeated chargebacks).

12) Changes to This Policy

We may update this policy from time to time. The latest version will always be posted on our website and will apply to future renewals.

13) Contact

If you need help with your subscription:
Email: support@pouchstore.co.uk
Customer service hours: 9:30am – 4:00pm

Company details:
The E-Cig Store LTD
Unit 1 Hammond Court, Whitehill Industrial Estate, Reddish, SK4 1PQ