Return & Refund Policy

At Nicotine Pouches Australia, customer satisfaction is our top priority. We strive to provide transparent and straightforward policies. Please review our Return & Refund Policy below to understand your rights, eligible conditions for refunds, and the resolution process.

1. 14-Day Return & Claim Window

If you receive an incorrect item, a defective product, or an order fulfillment error, you are eligible to request a refund or replacement.

• Timeframe: You must submit your claim within 14 calendar days of receiving your delivery.
• Eligible Issues: Order fulfillment errors (wrong product shipped), damaged items, or missing items.
• Non-Returnable Items: Due to health, hygiene, and product integrity standards, nicotine pouches and snus products cannot be returned once opened or after delivery, except in cases of clear fulfillment error or damaged goods prior to receipt. Change-of-mind returns are not accepted.

2. Refund Eligibility & Requirements

To process a refund or replacement for a fulfillment error or damaged product:

1. Navigate to our Contact Us Page to initiate your claim.
2. Provide your Order Number and full contact details.
3. Attach clear photos or videos showing the error, damaged packaging, or incorrect item received.

Upon reviewing your submission, our support team will notify you of the approval or rejection of your refund within 2 business days. Approved refunds are processed back to your original payment method within 3–5 business days.

3. Shipping Delays & Delivery Guarantees

We aim to deliver all shipments as quickly as possible.

• Eligible Delay Refund: If your package is delayed due to logistics issues (excluding customs holds or local regulatory actions) and transit time exceeds 25 business days from the dispatch date, you are eligible for a full refund or a free reshipment.
• Ineligible Customs Delays: In accordance with our Shipping Policy, we do not issue refunds for delays, holds, or seizures caused by customs inspections, import restrictions, or border authorities.

4. Non-Refundable Circumstances

Refunds will not be issued under the following circumstances:

• Change of Mind: Orders cancelled or rejected after payment processing or dispatch due to a change of mind.
• Customs Fees & Duty Rejection: Failure by the customer to pay required local customs duties, taxes, or clearance fees on Delivered Duty Paid (DDP) or standard shipments.
• Missing Documentation / Prescriptions: Failure to provide required regulatory documentation (such as an Australian medical prescription where legally mandated) resulting in order cancellation, return, or destruction.
• Terms & Conditions Violations: Any breach of our store Terms of Service.

5. Contact Us

For questions, return requests, or assistance regarding your order, please contact our support team:

• Contact Form: Link to your Contact Form
• Customer Support Email: support@snusdownunder.com (Replace with your actual support email)
• Business Hours: Monday – Friday, 8:00 AM – 5:00 PM (AEST)

6. Policy Updates

Snus poucharoos Autralia reserves the right to modify this Return & Refund Policy at any time. Any changes will be published directly on this page with an updated revision date.

Last Updated: November 2026