Returns & refunds

Changed your mind or something not right? Unopened cans can come back within 14 days, and anything damaged is sorted the same working day.

Last updated 15 September 2026.

Tell us

Email support@pouchhaus.co.uk with your order number within 14 days.

Send it back

Return unopened cans in their original packaging — we'll send a label.

Get refunded

Refunds land on your original payment method within 3–5 working days.

The policy in short

Unopened items can be returned within 14 days of delivery for a full refund.
For hygiene and safety reasons we can't accept opened or part-used cans.
Damaged, faulty or missing items are replaced or refunded — no return needed, just a photo.
Subscription boxes can be skipped or cancelled any time before your billing date in your account.

Start a return Shipping info

1. Overview of this policy

This Returns & Refunds Policy explains when and how you can return items bought from pouchhaus.co.uk, how refunds are calculated and paid, and what to do if something arrives damaged, faulty or not at all.
It forms part of our Terms & Conditions and applies to every order delivered within the United Kingdom, whether it was a one-off purchase, a bundle or a subscription box.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If anything in this policy is unclear, contact us at support@pouchhaus.co.uk before posting anything back to us — most problems are resolved with a single message.

2. The 14-day change-of-mind window

If you change your mind, you can cancel your order and return any unopened items within 14 days of delivery for a full refund.
The 14 days start on the day you, or the person you asked us to deliver to, take physical possession of the goods. For a split delivery, it starts on the day the last item in your order arrives.
To count as a valid return, cans must be unopened, unused and in their original undamaged packaging, with any seals intact. We cannot resell an opened pack of nicotine pouches, so opened or part-used cans are excluded — this is a hygiene and safety requirement, and it does not affect your rights for faulty goods.
Where you bought multiple cans of the same line, you only need to return the ones you do not want, provided each returned can is still sealed.
You must tell us you want to return within the 14-day window by emailing support@pouchhaus.co.uk with your order number. Goods must then be posted back within a further 14 days of telling us.

3. How to start a return

Email support@pouchhaus.co.uk with your order number, the item or items you want to return, and the reason — for example “changed my mind”, “ordered the wrong strength” or “item arrived damaged”.
We will reply with a free returns label and simple posting instructions. Please do not send anything back before you hear from us, as unlabelled parcels cannot be matched to your order and may be refused at the warehouse.
Pack the cans securely in a padded envelope or box. Keep your proof of postage until your refund is confirmed.
Returns are free for damaged, faulty or incorrect items — we cover the postage and you are never out of pocket.
For change-of-mind returns we provide the return label. If you choose your own courier or a tracked upgrade instead, we cannot reimburse that cost.

4. Damaged, faulty or missing items

If a can arrives damaged, leaking, past its best-before date, or if something is missing from your order, tell us within 48 hours of delivery with your order number and a photo where possible.
You do not need to post damaged or faulty items back to us — just a photo of the item and, ideally, the outer packaging. We may ask you to dispose of the affected product safely rather than return it.
For damaged, faulty or incorrect items you can choose a free replacement or a full refund, including any delivery charge you paid for the original order. If an item is in stock, we normally dispatch the replacement the same working day.
If an entire parcel fails to arrive and tracking shows it as lost, we will send a replacement or refund you in full once the courier confirms the loss — usually within 3 working days of your report.
These remedies are in addition to your rights under the Consumer Rights Act 2015, which require goods to be of satisfactory quality, as described and fit for purpose.

5. Refund amounts, methods and timing

Refunds are paid to the original payment method used for the order — the same card, Apple Pay, Google Pay, Pouch Pay balance or Klarna account. We cannot refund to a different card or account.
For a change-of-mind return we refund the price of the returned items and the standard delivery charge. If you paid for a premium or next-day service, we refund the standard delivery cost only. Any discount, promotion or bundle price is spread across the items in your order, so the refund for each can reflects the price you actually paid for it.
Once your parcel reaches our warehouse, we inspect the returned items within 2 working days and email you to confirm the refund.
Card and wallet refunds are issued the same day we approve them and normally appear on your statement within 3–5 working days, depending on your bank. Pouch Pay refunds are credited to your balance immediately and can be spent or withdrawn back to your card.
If we cannot accept a return — for example because cans arrive opened — we will email you explaining why and return the items to you, or offer to dispose of them if you prefer.

6. Subscriptions

Subscription boxes can be skipped, paused or cancelled at any time in your account, any time before your billing date — cancellation is immediate and there are no exit fees or minimum terms.
If you cancel after a box has been billed but before it is dispatched, we refund that box in full. Once a box has been dispatched, the standard 14-day change-of-mind return applies to it as well.
If a box arrives damaged or faulty, section 4 applies: send us a photo and we will replace or refund it — no return needed.
Refunds for subscription payments are always returned to the original payment method, including when that payment was taken from your Pouch Pay balance.

7. Pouch Pay and wallet refunds

If you paid with your Pouch Pay balance, refunds are credited straight back to that balance as soon as your return is approved.
You can keep the credit to spend on a future order, or ask us to withdraw it back to the card you used to top up. Withdrawals to your card follow the same 3–5 working day timescale as card refunds.
If you topped up specifically to pay for an order that we then cancel or that goes out of stock, and your balance would otherwise be left stranded, tell us and we will refund the unused top-up to your card.

8. Items we cannot accept back

Opened, part-used or decanted cans of nicotine pouches, for hygiene and safety reasons.
Items returned after the 14-day change-of-mind window has closed, unless they are damaged or faulty.
Cans whose seals, packaging or safety labels have been removed, damaged or tampered with.
Items marked as clearance or final sale at checkout, unless they arrive damaged or faulty — faulty clearance items are always covered.
We will always email you before refusing any return, and we will never refuse a return for an item that is faulty or not as described.

9. Late, missing or undeliverable parcels

If tracking shows your parcel as delivered but you have not received it, tell us within 7 days of the delivery scan and we will raise an investigation with the courier. We refund or replace once it is confirmed as lost.
If a parcel is returned to us because the address was wrong, you were out and it was not collected, or you refused delivery, we will contact you to rearrange. A redelivery fee may apply if the address you gave us was incorrect.
Parcels left unclaimed for 30 days are returned to stock and refunded minus our standard delivery cost, unless the non-delivery was our fault or the courier’s.

10. Age checks, cancellations by us and your rights

Because our products are age-restricted, every delivery requires an age check on the doorstep. If age verification fails on repeated delivery attempts, the courier returns the parcel to us and we refund you in full, including delivery.
We may cancel an order and refund it in full if an item is out of stock, if the price was shown in error, or if our fraud and age checks cannot be completed. We will always email you to explain.
Your statutory rights are never limited by this policy. You may have additional rights, including the right to a repair, replacement or price reduction for faulty goods.
This policy is governed by the laws of England and Wales, and you can bring proceedings in the courts of the United Kingdom.

11. Contact and complaints

Email support@pouchhaus.co.uk or use the live chat on any page. Include your order number so we can find your order straight away — we aim to reply within one working day.
If you are not happy with how we have handled a return or refund, tell us and it will be escalated to a senior member of the team for review.
If we cannot resolve a complaint, you may be able to use Online Dispute Resolution at euclid.ec.europa.eu/odr, or take the matter to the courts of the United Kingdom.

Questions about a return? Email support@pouchhaus.co.uk or read our Terms & Conditions.