Returns & Refunds Policy
Last updated: 02/05/2025
We’re committed to providing you with quality products and excellent service. If something’s gone wrong with your order or you’ve simply changed your mind, we’re here to help. Your rights under UK consumer law are fully respected.
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Incorrect Item Received
We strive for accuracy in every order, but mistakes can happen. If you’ve received the wrong item:
- Contact us as soon as possible at Support@nic-pouches.com or call us on 0161 507 5054 (Mon–Fri, 9 AM–5 PM).
- Please keep the item unused and unopened in its original packaging.
- Once verified, we will cover the return postage and send out the correct item promptly.
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Changed Your Mind (Right to Cancel)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return unwanted goods within 14 days of receiving them.
To qualify:
- Items must be unused, unopened, and in their original condition, with tamper-proof seals intact.
- You must notify us in writing (via email, phone call or live chat) before returning any items.
- Return postage costs are your responsibility unless the item is faulty or incorrect.
We will process your refund within 14 days of receiving the returned item, using the original payment method.
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Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you are entitled to a full refund or replacement under the Consumer Rights Act 2015.
- Contact our Customer Service team immediately.
- Include details of the issue and, if possible, attach photos.
- We will cover return costs for faulty or damaged items and arrange a replacement or refund as quickly as possible.
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Contacting Us
For any return, refund, or product issue, please get in touch:
- Email: Support@nic-pouches.com
- Phone: 0161 507 5054 (Mon–Fri, 9 AM–5 PM)
- Live Chat: Available via our website