Return Policy

Last updated: January 2026

We want you to be completely satisfied with your PouchSpot purchase. This policy explains your rights regarding returns, cancellations, and refunds in accordance with EU consumer protection law.

Right of Withdrawal

Under EU law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days without giving any reason.

Withdrawal period

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), physically receives the goods.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can do this by:

• Email us Send your withdrawal request to contact@pouchspot.com with your order number and reason for return (optional).
• Use the withdrawal form Complete and submit the model withdrawal form provided below.
• Return the products Send the products back to us within 14 days of communicating your withdrawal.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from the contract, we will reimburse all payments received from you, including the costs of standard delivery (but not any extra costs if you chose a delivery option other than our standard delivery).

Refund timeline

We will make the reimbursement without undue delay, and no later than:

• 14 days after we receive the returned goods, or
• 14 days after you provide evidence of having sent back the goods (whichever is earlier)

Refund method

We will use the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

Return Conditions

Eligible products	Unopened, sealed products in original packaging
Return window	14 days from receiving your order
Return shipping	Paid by customer (see details below)
Condition	Products must be unused and in resalable condition
Refund amount	Full purchase price + standard shipping costs

Return shipping costs

You will be responsible for paying the direct costs of returning the goods. We recommend using a tracked shipping service, as we cannot be responsible for items lost in return transit.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Opened products: Nicotine pouches that have been unsealed cannot be returned for hygiene and safety reasons (Article 16(e) of the Consumer Rights Directive)
• Damaged seals: Products where the protective seal has been broken or tampered with
• Custom orders: Products made to your specifications or clearly personalized

This means you can open the outer shipping packaging to inspect your order, but individual product cans must remain sealed to be eligible for return.

Damaged or Defective Products

If your order arrives damaged or you received the wrong items:

1. Contact us within 48 hours of delivery at contact@pouchspot.com
2. Include your order number and photos of the damage or incorrect items
3. We will arrange a free return or replacement

For defective products discovered after opening, please contact us with details and we will assess each case individually.

How to Return Your Order

• Contact us Email contact@pouchspot.com with your order number to initiate a return. We'll confirm your return and provide instructions.
• Pack your items Place the unopened products in secure packaging. Include your order number inside the package.
• Ship the return Send the package to our return address (provided in our confirmation email). Keep your tracking number.
• Receive your refund Once we receive and inspect your return, we'll process your refund within 14 days.

Return address

Please contact us before returning any items to receive the correct return address and return authorization.

Model Withdrawal Form

You may use this form to withdraw from your purchase, but it is not obligatory.

Questions?

If you have any questions about our return policy or need assistance with a return, please don't hesitate to contact us:

We're here to help and want to ensure you have a positive experience with PouchSpot.