Refund and Returns Policy

Last updated 24 September 2026.

This policy covers three different situations: you have changed your mind, something arrived damaged or wrong, or the parcel did not arrive. Each has its own rules. It sits alongside our Terms and Conditions (section 9 and 10), Shipping Policy and Shipping Protection Policy, and nothing in it limits your statutory rights.

1. Changed your mind: 14-day returns on unopened cans

You can cancel your order for any reason up to 14 days after the day you receive it (Consumer Contracts Regulations 2013).
Nicotine pouches are sealed goods that cannot be returned for health and hygiene reasons once opened. Only unopened cans with the seal intact can be returned. Opened cans cannot be refunded unless they are faulty.
To start a return, email info@nicotinebuzz.co.uk with your order number and the cans you are returning. Please do not send anything back before we have replied with the return address; parcels sent without a return request cannot be matched to an order.
Once we accept the return we email you a prepaid return label. Post the unopened cans back within 14 days of telling us, using that label, and keep the post office receipt. Returns sent without our label are at your own cost and risk.
We refund the price of the returned cans, plus the standard delivery charge if the whole order comes back, within 14 days of receiving them. The refund goes to the original payment method. We may reduce the refund if cans have been handled beyond what is needed to check them.
Multi-buy pricing is recalculated on what you keep. If returning cans drops you below a price tier, the remaining cans are charged at the tier they now fall in.

Model cancellation form (optional): "To Wholesaling Ltd trading as NicotineBuzz, 48 Mitcham Road, London SW17 9NA, info@nicotinebuzz.co.uk. I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date], received on [date]. Name, address, date."

2. Damaged, faulty or wrong items

We replace or refund damaged, faulty or incorrect items quickly, and we decide every claim on evidence. Please:

Check your parcel when it arrives and email us within 48 hours of the courier's delivery scan, with your order number.
Attach photos of the outer packaging, the address label and each damaged or incorrect can. For a faulty product, describe the fault and photograph it where possible.
Keep the goods and packaging until we confirm the claim is settled. We may ask for them back with a prepaid label so we can inspect them and claim against the courier or supplier.

If the goods have been thrown away, used, given away or otherwise cannot be shown to us, the claim cannot be assessed and will be declined, even if the damage was real and even if someone else disposed of them. We cannot refund what we cannot see.

Where a claim is upheld we send a replacement on the next working day or refund the affected items, whichever you prefer. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery, and are entitled to a replacement or refund after that; the evidence rules above are how you exercise those rights with us.

3. Parcel not received

Still in transit: if the tracking has not moved and the parcel has not arrived within 5 working days of the expected date, email us and we will chase the courier. Without Shipping Protection this goes through the courier's lost-item process, which can take up to 30 days; with it, we replace or refund straight away.
Marked as delivered: check the delivery photo in your tracking link, everyone at your address, your neighbours and any safe place. The courier's proof of delivery (scan with photo, GPS location or signature) is final. Without Shipping Protection, we do not refund or replace a parcel the courier has proved delivered to your address; a parcel stolen after delivery is a police matter and we will give you the tracking evidence for your report. With Shipping Protection, report it within 7 days of the delivery scan with a short written statement that you did not receive it, and we replace or refund once.

4. Undelivered, refused or uncollected parcels

If a parcel comes back to us because the address was incorrect or incomplete, delivery was refused, or it was not collected from the courier within the time allowed (usually 14 working days for Royal Mail), we email you when it arrives. You can have it sent again for a new delivery charge, or we refund the goods (not the original delivery charge) to your payment method.

5. How we decide, and when a claim is closed

We look at the courier's tracking record and delivery photo, your photos and statement, and your order history, and reply within one working day.
Our decision is based on the evidence, and once we have reviewed it and replied, the claim is closed. We reopen a claim only if you send new evidence we have not seen.
If a card dispute is opened on an order the courier has proved delivered, or on a damage claim with no evidence, we give the card issuer the proof of delivery, our correspondence and our policies.
Repeated claims may lead us to decline Shipping Protection on future orders, require a signature on delivery, or decline further orders.

6. Refund timing and other fees

Refunds go to the original payment method. We process them within 14 days of receiving a return, or within one working day of accepting a damage or non-delivery claim; your bank may take a further 3 to 5 working days to show it. If nothing has appeared after 15 working days, email us.
The optional Shipping Protection fee is refunded if you cancel before dispatch. Once the parcel has been dispatched it has been used and is not refundable, except that a full-order refund under a successful protection claim includes it.
Next-day delivery charges are not refunded for change-of-mind returns, and are refunded if we failed to dispatch on time.
Never Run Out subscriptions can be skipped or cancelled at any time from the manage link in your emails; an order already dispatched follows this policy in the normal way.

7. Exchanges

We do not exchange. Return the unopened cans under section 1 and place a new order for what you want, so you are not waiting on the post twice.

Questions about a return or refund: info@nicotinebuzz.co.uk, or 020 8922 7686 Monday to Friday.