Refund policy

Faulty, damaged, wrong or missing items

If something arrives damaged, is not what you ordered, or is missing from the parcel, email support@pouchhut.co.nz within 7 days of delivery with your order number and a photo. We will replace the item or refund it, at no cost to you. This is in addition to your rights under the Consumer Guarantees Act 1993.

Change of mind

Nicotine pouches are a sealed consumable product imported for your personal use, so we cannot accept change-of-mind returns once an order has been dispatched. Please check flavour, strength and quantity carefully before you pay. Orders can be cancelled at no charge at any time before payment is confirmed: simply do not complete the bank transfer, or email us and we will cancel it straight away.

Cancellation after payment

If you have paid but the order has not been dispatched yet, email us and we will cancel it and refund you in full to the account the payment came from.

Lost in transit

If tracking stops updating for more than 10 working days, or shows delivered when nothing arrived, contact us. Once the courier confirms the parcel is lost we will resend it or refund you in full.

Border inspection

If a border agency detains or does not release your parcel, tell us as soon as you hear from them and forward any notice you receive. We look at each case individually and, where the goods cannot be recovered, offer a resend or a refund of the product cost. Because you are the importer, we cannot guarantee the outcome of a border decision.

Refund method and timing

Refunds are made by bank transfer to the account you paid from, usually within 3 working days of being approved. We cannot refund to a different account.