Refund and Returns Policy

Last updated: October 22, 2026

Refunds & Returns Policy

At Nic Pouch Deals, we want you to be satisfied with your purchase. If you need to return an item, request a refund or report a problem with your order, please review our Refunds & Returns Policy below.

This policy applies to purchases made through our website at https://nicpouchdeals.com/, which operates using WordPress and WooCommerce.

Nothing in this policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

30-Day Returns Policy

We offer a 30-day returns policy for eligible products. If you wish to return an item because you have changed your mind, you must contact us within 30 days of receiving your order.

To qualify for a return under our additional 30-day returns policy, your item must meet the following conditions:

• The item must be unused and in its original condition.
• The item must be returned in its original packaging.
• Any tamperproof seals must remain intact and unbroken.
• The item must be complete, with all original accessories and components where applicable.
• You must provide proof of purchase, such as your order number or order confirmation.

To request a return, please email care@nicpouchdeals.com with your order number and reason for returning the item.

We will provide instructions and the appropriate returns address.

Please do not send items directly to the manufacturer or return products without first contacting us.

Our additional 30-day returns policy does not limit your separate statutory cancellation rights or your rights relating to faulty, damaged or incorrectly described goods.

Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible products online generally have the right to cancel their order within 14 days of receiving their goods, without giving a reason.

For orders containing multiple products delivered separately, the cancellation period generally begins after the final item has been received.

To exercise your statutory right to cancel, you must notify us of your decision within the applicable 14-day cancellation period.

You can do this by emailing care@nicpouchdeals.com with your order number and a clear statement that you wish to cancel your purchase.

After notifying us, you must return the eligible goods within a further 14 days.

Where the statutory right to cancel applies, we will refund the cost of the returned goods and the applicable standard outbound delivery charge. If you selected a more expensive delivery option, we are not required to refund the additional cost above our least expensive qualifying standard delivery service.

You will normally be responsible for the direct cost of returning goods when cancelling because you have changed your mind, provided we have informed you of this requirement, unless we have agreed otherwise.

We may make a deduction for any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where permitted by law.

Certain products are exempt from the statutory right to cancel, as explained below.

Non-Returnable Items and Hygiene Restrictions

Due to the nature of certain products we sell, including nicotine pouches and other products intended for oral use, hygiene and product safety are important considerations when processing returns.

For change-of-mind returns, we cannot accept products that have been opened, used or had their tamperproof seals broken where the products are not suitable for return for health protection or hygiene reasons and the relevant legal exception applies.

Additional restrictions may apply to other products that are exempt from statutory cancellation rights under applicable consumer legislation.

Our voluntary 30-day returns policy also requires products to be unused, in their original condition and, where applicable, fully sealed.

These restrictions do not affect your statutory rights if a product is faulty, damaged, not as described or otherwise fails to meet legal requirements.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, incorrect or not as described, please contact us as soon as possible at care@nicpouchdeals.com.

Please include:

• Your order number.
• A description of the problem.
• Photographs of the product or packaging, where reasonably available and relevant.

We will review the issue and arrange an appropriate resolution in accordance with your statutory rights.

Under the Consumer Rights Act 2015, you may be entitled to reject faulty or incorrectly described goods and receive a refund within the first 30 days, subject to the applicable legal requirements.

If a fault develops after 30 days, you may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and your rights under applicable legislation.

Where goods are faulty, damaged or supplied incorrectly, we will cover reasonable return postage costs where we are legally responsible for doing so, or arrange an appropriate return method.

Please contact us before arranging a return so we can advise you on the appropriate process.

Refunds

Once your returned item has been received and inspected, where inspection is appropriate, we will notify you by email of the outcome of your return.

If a refund is due, it will normally be issued to the original payment method used when placing your order through our WooCommerce checkout.

For statutory cancellations, we will issue your refund without undue delay and within the legally required timeframe.

Where we are not collecting the goods, this will generally be within 14 days of receiving the returned items or receiving evidence that they have been sent back, whichever occurs first.

Where no goods need to be returned, the applicable refund deadline is generally 14 days after we are informed of the cancellation.

Refunds arising from faulty goods will be handled in accordance with the Consumer Rights Act 2015.

Once we have issued a refund, the time it takes to appear in your account may depend on your bank or payment provider.

Where a refund is issued through WooCommerce, we will use the appropriate supported payment gateway refund method or arrange the refund separately where required.

Partial Refunds

In certain circumstances, a partial refund may be appropriate, subject to your statutory rights.

For example, where a customer exercises a statutory cancellation right, we may make a lawful deduction if the value of the goods has been reduced by handling beyond what would reasonably be permitted when examining the goods in a shop.

For returns under our additional 30-day returns policy, products must meet the eligibility conditions outlined above unless we agree otherwise.

Where an item is faulty or not as described, any refund or other remedy will be determined in accordance with applicable consumer protection legislation.

We will not make deductions or refuse refunds where doing so would conflict with your statutory rights.

Late or Missing Refunds

If you have been notified that your refund has been processed but have not yet received it, please follow these steps:

1. Check your bank account or original payment method again.
2. Contact your bank or card provider, as refunds can take additional time to appear.
3. If the refund still has not appeared, contact our customer support team at care@nicpouchdeals.com.

Please include your order number so we can investigate the payment status.

Sale and Promotional Items

Products purchased during sales, discounts or promotional offers are subject to the same statutory consumer rights as products purchased at full price.

Where a sale or promotional item qualifies for a refund, the refund will be based on the amount actually paid for that item, together with any other amounts legally refundable.

Sale items may also be returned under our additional 30-day returns policy where they meet the applicable eligibility requirements.

Promotional pricing does not affect your statutory rights to remedies for faulty, damaged or incorrectly described goods.

Exchanges

We can arrange replacements or exchanges where products are faulty, damaged or have been supplied incorrectly, subject to availability and your statutory rights.

If you need a replacement, please email care@nicpouchdeals.com with your order number and details of the issue.

We will provide further instructions and advise whether the original item needs to be returned.

If an identical replacement is unavailable, we will discuss the alternative remedies available to you, including a refund where appropriate.

We do not guarantee exchanges for change-of-mind purchases, although eligible products may be returned under the terms of our returns policy.

Gift Purchases

If you received an item purchased from Nic Pouch Deals as a gift and wish to arrange a return, please contact our customer support team.

Proof of purchase or the original order number will be required.

Refunds are normally issued to the original purchaser using the payment method used for the order, unless another arrangement is agreed and permitted by law.

Where appropriate, we may offer store credit or an exchange by agreement.

Accepting store credit is optional where you are legally entitled to a monetary refund.

Return Shipping

To arrange a return, please email care@nicpouchdeals.com and we will provide the appropriate returns address and instructions.

For change-of-mind returns, customers are normally responsible for paying the direct cost of returning eligible products.

For faulty, damaged or incorrectly supplied goods, we will cover reasonable return costs where required by law or arrange an appropriate alternative.

Original outbound shipping charges are refundable where required by applicable consumer legislation, including the qualifying standard delivery cost when an eligible online order is cancelled under the statutory cancellation rules.

If you are returning an item with a value exceeding £50, we recommend using a tracked delivery service or suitable postal insurance.

Please retain your proof of postage until your return has been resolved.

Delivery times for replacements or exchanged items may vary depending on your location, product availability and courier services.

Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at care@nicpouchdeals.com.

We will make reasonable efforts to stop the order before dispatch.

If your order has already been dispatched, you may need to follow the returns process described in this policy.

Your statutory cancellation rights will continue to apply where applicable, regardless of whether the order has already been dispatched.

Delivery Disputes

If your order is marked as delivered by the courier but you have not received it, please contact us at care@nicpouchdeals.com with your order number.

We will investigate the issue with the relevant delivery provider and may request additional information to assist with the investigation.

Courier investigations can sometimes take up to 21 days, depending on the circumstances and the delivery provider involved.

However, this investigation period does not remove or delay any remedies to which you are entitled under applicable consumer law.

Under the Consumer Rights Act 2015, goods generally remain the retailer’s responsibility until they have been delivered into the physical possession of the customer or a person identified by the customer to receive them, subject to applicable legal exceptions.

If an order has genuinely been lost or has not been delivered as required, we will arrange an appropriate resolution, which may include replacement or refund in accordance with your statutory rights.

Contact Us

If you have any questions about returns, refunds, exchanges, cancellations or delivery disputes, please contact us using the details below.

Email: care@nicpouchdeals.com

Website: https://nicpouchdeals.com/

This Refunds & Returns Policy may be updated from time to time to reflect changes to our business practices, services or applicable legal requirements.