Return and Refund Policy

Quick Summary

• Change of Mind: No returns, refunds, or exchanges once an order is shipped due to strict hygiene and health regulations for oral nicotine products.

• Damaged or Faulty Items: Fully covered under Australian Consumer Law. We will replace or refund any defective items free of charge.

• Age Verification Failures: Orders that fail our mandatory 18+ age checks will be automatically cancelled and refunded.

1. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we will fix it immediately.

• Timeframe: You must notify us within 7 days of delivery.

• Condition: The products, outer packaging, and inner hygiene seals must be completely unopened and untampered with.

• Process: Email returns@nicotinepouchesaustralia.com.au with your order number and clear photos of the issue.

2. Australian Consumer Law (ACL)

Our policy aligns strictly with the Competition and Consumer Act 2010 (Cth). You are fully entitled to a replacement or refund for a major failure of any product that does not meet acceptable quality standards.

3. Order Cancellations

• Before Shipping: If you need to cancel an order, contact us immediately. Once an order is handed to the courier, it cannot be cancelled.

• Failed Age Verification: If you cannot prove you are 18 or older during our automated or manual verification process, your order will be permanently cancelled and refunded (minus any third-party transaction processing fees).

4. How Refunds Are Processed

• Method: Approved refunds are issued strictly to the original payment method used at checkout.

• Timeline: Please allow 3 to 7 business days for the funds to reflect in your account, depending on your bank.

Contact Support

• Email: info@nicotinepouchesoz.com