Returns
What you can send back, what we cannot take for hygiene reasons, how to start a return, and how long a refund takes to land.
Quick answer: Unopened, sealed tins can be returned within 14 days of delivery for a refund. Opened tins cannot be returned for hygiene reasons unless they are faulty. If a tin arrived damaged or you received the wrong item, tell us within 48 hours and we will replace it or refund it at our cost.
If something is not right with your order, we will put it right. Unopened, sealed tins can be returned within 14 days of delivery for a refund. Damaged, faulty or wrong items are replaced or refunded at our cost. Opened tins cannot be returned unless they are faulty, because nicotine pouches go in your mouth and we cannot resell them.
Changed your mind
Under UK consumer law you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the goods back. Tins must be unopened, with the seal intact, and in the condition you received them.
- Tell us within 14 days of delivery using the contact page, with your order number and which tins you are returning.
- We send you the return address and a reference number.
- Post the tins back within 14 days of telling us. You pay the return postage for a change of mind return. Use a tracked service.
- We refund the price of the tins, and the standard delivery charge if you are returning the whole order, within 14 days of receiving them.
Tins with a broken seal are not accepted for a change of mind return.
Damaged, faulty or wrong items
Tell us within 48 hours of delivery and include a photo of the tin and the outer packaging. We will send a replacement or a refund, whichever you prefer, and we cover any return postage. You do not need to send damaged tins back unless we ask.
Faulty covers a tin with far fewer pouches than stated, pouches that are dry and crumbling inside a sealed tin, or a tin that is clearly not the product on the label. It does not cover a flavour you dislike or a strength that was too much. If that happens, our strength guide will help you pick better next time, and the 99p offers page is the cheapest way to test a new flavour before buying a roll.
Refund timeline
| Step | Timing |
|---|---|
| You tell us you are returning | Within 14 days of delivery |
| You post the tins back | Within 14 days of telling us |
| We process the refund | Within 14 days of receiving the tins |
| Money reaches your account | Usually 3 to 5 working days after we process it, depending on your bank |
Refunds go back to the payment method you used. Reward points earned on a refunded order are removed from your balance; see the rewards page for how points work.
Parcels that never arrived
A missing parcel is a delivery problem rather than a return. Check the tracking first, then contact us if it has not arrived within seven working days of dispatch. The delivery page covers what we do next.
Your statutory rights
Nothing on this page reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Goods must be as described, of satisfactory quality and fit for purpose. If they are not, you are entitled to a repair, replacement or refund regardless of the timescales above.
Ready to reorder? Start at the nicotine pouches hub, or read the guides if the last tin was not the right one.