Refunds & Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us or email us at info@primenicpouches.co.uk. Please note that returns will need to be sent to the following address: Prime Nic Pouches, Unit 2 Octagon Business Centre, Miller Street, Birmingham, B6 4NH United Kingdom
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@primenicpouches.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Orders placed for delivery outside the UK
Important: By placing an order for delivery outside the United Kingdom, you acknowledge and agree that you are solely responsible for verifying that you are legally permitted to import nicotine pouches into your country or region of delivery.
This responsibility includes, but is not limited to:
- Ensuring the import of nicotine pouches is legal in your jurisdiction
- Compliance with all local laws, regulations, and import restrictions
- Payment of all applicable taxes, customs duties, and import fees
- Understanding age restrictions and other regulatory requirements in your area
It is not possible for us to keep up with the constantly changing regulations across every country and territory worldwide. Import laws vary significantly and change frequently, making it impossible for us to provide accurate, up-to-date guidance for all international destinations.
Limitation of Liability: Prime Nic Pouches will not be held liable for any issues arising from international orders, including but not limited to: customs seizures, confiscation of goods, failure to pay required import duties or taxes, legal penalties, delays caused by customs procedures, or any other consequences resulting from non-compliance with local import laws and regulations.
If your international order is seized, confiscated, or returned due to regulatory non-compliance, no refund will be provided as this falls outside our control and responsibility.
Refunds (including those for 'Return to Sender')
For Return to Sender cases: When a package is marked as "Return to Sender" by the carrier, we allow additional time for potential re-routing, as parcels can sometimes be successfully redirected to the correct address during the return process. We will monitor the package status for up to 30 days to give it the best chance of reaching you. If the package hasn't been successfully delivered within this timeframe, we will process a full refund.
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at info@primenicpouches.co.uk.