Return and Refund Policy
We want you to feel confident when shopping with Pouchnest. If something’s gone wrong with your order — damaged items, delays, or missing products — we’re here to fix it.
Shipping Issues
If your parcel is lost in transit, we’ll re-ship your order free of charge. However, once the tracking status shows “delivered,” Pouchnest cannot take responsibility for lost or stolen parcels. Please choose a secure delivery address (such as a workplace or PO box) to avoid issues.
Damaged or Incorrect Items
If your order arrives damaged, or if you receive the wrong product or quantity, please:
- Contact us within 48 hours of receiving your parcel
- Send photos or videos showing the issue
- Email us at [email protected]
Once verified, we’ll offer a refund, replacement, or store credit — whichever you prefer.
Returns & Cancellations
Due to the perishable and hygienic nature of nicotine pouches, we do not accept returns unless:
- The item arrived damaged or defective
- You received the wrong product
If you need to cancel your order before it has shipped, please contact us immediately. If eligible, we will issue a full refund within 3–5 business days.
Important Notes
- Refunds are processed within 5–10 business days after approval.
- Products must be unopened and in original condition for any approved return.
- Return shipping costs may apply in non-error cases.
Google Merchant Center Compliance
To meet Google Merchant Center and Google Ads requirements, Pouchnest confirms the following:
- All products are marketed and sold only to adults 21+
- We do not make health claims or smoking cessation statements
- All nicotine pouches are tobacco leaf-free alternatives
- Opened or perishable nicotine products are non-returnable
- Full transparency is provided on shipping, returns, and customer service
We Deliver Reliably
From local dispatch to your door, Pouchnest provides tracked and discreet packaging for all your orders.
Need Help?
We’re real people, and we’re happy to help.
Thank you for choosing Pouchnest.