Terms and Conditions

Last updated 24 September 2026.

These are the terms on which we sell nicotine pouches to you through www.nicotinebuzz.co.uk. Please read them before you order. By placing an order you confirm that you are 18 or over and that you accept these terms together with our Shipping Policy, Shipping Protection Policy, Refund Policy and Privacy Policy. Nothing in these terms takes away the rights you have as a consumer under UK law.

1. Who we are

NicotineBuzz is a trading name of Wholesaling Ltd, a company registered in England and Wales with company number 15403542. Our registered office is 48 Mitcham Road, London, SW17 9NA, United Kingdom. You can reach us at info@nicotinebuzz.co.uk or on 020 8922 7686. In these terms "we", "us" and "our" mean Wholesaling Ltd; "you" means the customer placing the order.

2. Adults only: 18+

We sell nicotine pouches only to adults aged 18 or over. This is our firm policy and reflects UK age-of-sale law for nicotine products.
You must give your date of birth at checkout. Our system will not take payment from anyone under 18. The date of birth you give is stored with your order.
We may ask for photo ID (passport, driving licence or PASS card) before we dispatch any order, and the courier may ask for it at the door. If ID is asked for and not provided, we cancel the order and refund it in full.
Giving a false date of birth, or buying on behalf of someone under 18, is a breach of these terms. We cancel such orders and may refuse future orders. See our Age Verification page.
Nicotine pouches contain nicotine, which is an addictive substance. They are for existing adult nicotine users. Keep them out of reach of children and pets. They are not a stop-smoking aid and we make no health claims about them.

3. Our products

We sell tobacco-free nicotine pouches only. Every product is genuine and sourced from the manufacturer or its authorised UK distributor.
Product images are for illustration. Manufacturers change can designs from time to time; the flavour, strength and pouch count are what you are buying.
Strengths are shown as the maker prints them. Some brands print milligrams per gram, others milligrams per pouch; where it matters, the product page explains which.
This is a retail shop for personal use. We may limit quantities per customer and may cancel orders that appear to be for resale.

4. Placing an order and when a contract is formed

Add products to your basket, go to checkout, enter your contact details, date of birth and delivery address, choose a delivery method, decide whether to add Shipping Protection, and pay.
When your payment is authorised we send an order confirmation email. That email is our acknowledgement, not our acceptance.
Our acceptance of your order, and the point at which a binding contract is formed, is when we dispatch the goods. Until then we may decline the order for the reasons in section 5, and if we do we refund you in full.
Please check your confirmation email carefully. If the address or any item is wrong, email us straight away. We dispatch quickly, and once a parcel has left us we cannot change the address.

5. When we may refuse or cancel an order

We may refuse or cancel an order, and will tell you why, where:

we have reason to believe the buyer or the person the goods are for is under 18;
the product is out of stock, discontinued, or was listed at an obviously wrong price;
our payment provider flags the payment as high risk, or the billing and delivery details do not match;
the order looks like resale or wholesale volume;
the customer has previously made a claim we found to be untrue, has opened a card dispute we defeated with proof of delivery, or has behaved abusively towards our staff.

If we cancel after you have paid we refund the full amount to the original payment method.

6. Prices and payment

All prices are in pounds sterling and include VAT where it applies. Delivery charges and the optional Shipping Protection fee are shown separately at checkout before you pay.
Multi-buy pricing is applied automatically by quantity and, where stated, across flavours of the same brand. The price you see at checkout, after any promotional code, is the price you pay.
Payment is taken in full at the time of ordering through Stripe. We accept the cards and wallets shown at checkout. We never see or store your full card number.
If a price is obviously wrong because of a typing or system error, we may cancel the order before dispatch and refund you, or contact you to offer the correct price.
Promotional codes must be entered at checkout, cannot be applied after an order is placed, and only one code can be used per order unless the offer says otherwise. We may withdraw a code at any time.

7. Delivery

We deliver to addresses in the United Kingdom only, by Royal Mail or another tracked courier.
Orders placed before 3pm Monday to Friday are dispatched the same working day. Later orders, and weekend orders, go out on the next working day. Estimated delivery times, charges and the free-delivery threshold (£20.00) are in our Shipping Policy. Delivery estimates are not guarantees; in any event we will deliver within 30 days of your order or refund you.
You are responsible for giving a complete and correct delivery address. If a parcel comes back to us because the address was wrong, was refused, or was not collected from the courier, we refund the goods (not the delivery charge) once it is back with us, or send it again at your cost.
Risk passes to you on delivery. The goods are your responsibility from the moment they are delivered to the address you gave, including a safe place or neighbour you chose in the courier's app or left instructions for.
We rely on the courier's tracking record. A "delivered" scan with a delivery photo, GPS location or signature is our evidence that the parcel arrived.

8. Shipping Protection (optional, £1.99)

At checkout you can add Shipping Protection for £1.99. It is off by default and never added without your choice. With it, if your parcel is lost or damaged in transit, or stolen after the courier's delivery scan, we send a replacement or refund you in full without waiting for a courier investigation. Claims are subject to the evidence rules in section 9 and the full Shipping Protection Policy. Without it, a parcel lost in transit is handled through the courier's claims process, which can take up to 30 days, and a parcel recorded as delivered is your responsibility from that point.

9. Problems with your order: claims and evidence

We want to put genuine problems right quickly, and we do. To keep that fair for every customer, every claim is decided on evidence. These rules apply to all orders, with or without Shipping Protection.

9.1 Damaged, faulty or wrong items

Check your parcel when it arrives and tell us as soon as possible, and in any case within 48 hours of the courier's delivery scan, at info@nicotinebuzz.co.uk with your order number.
Send photos of the outer packaging, the address label, and every damaged or incorrect can. For a faulty product, describe the fault and photograph it where possible.
Keep the goods and the packaging until we confirm the claim is settled. We may ask you to return them to us 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, we cannot assess the claim and it will be declined. This is the case even if the item was damaged, and even if someone else disposed of it. No evidence, no claim.
Where the claim is upheld we replace the affected items, or refund them if you prefer, within one working day of accepting the claim.

9.2 Parcel not received

If tracking shows the parcel is still in transit and it has not arrived within 5 working days of the expected date, tell us and we will chase the courier.
If tracking shows the parcel as delivered, please check with everyone at your address, your neighbours, and any safe place, and look at the courier's delivery photo in the tracking link. Most "missing" parcels are found this way.
Without Shipping Protection: the courier's proof of delivery (delivery scan with photo, GPS location or signature) is final. We do not refund or replace a parcel that 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, confirm in writing that you have checked as above and did not receive it, and we replace or refund it once. We may share your statement with the courier and, where fraud is suspected, with the police.

9.3 How we decide, and when a claim is closed

We look at the courier's tracking record, the delivery photo, your photos, your statement and your order history. We reply within one working day.
Our decision is based on the evidence, not on how many times it is asked for. Once we have reviewed the evidence and replied, the claim is closed. We will only reopen it if you send new evidence we have not seen.
If a card dispute is opened for an order that the courier has proved delivered, or for a damage claim with no evidence, we submit the proof of delivery, our correspondence and these terms to the card issuer.
We record all claims. Where a customer makes repeated claims, we may decline Shipping Protection on future orders, require a signature on delivery at your cost, or decline further orders.

10. Changing your mind: your 14-day cancellation right

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason up to 14 days after the day you receive it. Email us at info@nicotinebuzz.co.uk with your order number, or use the model cancellation form in our Refund Policy.
Nicotine pouches are sealed goods that cannot be returned for health protection and hygiene reasons once the seal is broken. The cancellation right therefore applies to unopened cans only. Opened cans cannot be returned or refunded unless they are faulty.
Once we accept the return we email you a prepaid return label. Post the unopened cans back within 14 days of telling us you are cancelling, in their original condition, using that label. Returns sent without a label or before we have replied are at your own cost and risk.
We refund the price of the returned goods, plus the standard delivery charge if you return the whole order, within 14 days of receiving the goods back. We may reduce the refund if the goods have been handled beyond what is needed to check them.
Shipping Protection can be cancelled for a full refund of the fee at any time before dispatch. After dispatch it has been used and is not refundable.

11. Faulty goods and your statutory rights

Under the Consumer Rights Act 2015 our products must be as described, fit for purpose and of satisfactory quality. If a product is faulty you can reject it for a full refund within 30 days of delivery, and after that you are entitled to a replacement or, failing that, a refund. The evidence rules in section 9 tell you how to make a claim. Nothing in these terms limits those rights.

12. Never Run Out subscriptions

If you choose a subscription at checkout, we charge the card you used, at the interval you chose, and dispatch each order automatically. The price of each renewal is the site price on the day it is charged, and you are emailed before each charge.
There is no minimum term. You can skip a delivery, change the flavour or quantity, or cancel at any time from the manage link in your subscription emails, and you will not be charged again after cancelling. Each delivered order is subject to these terms in the normal way.

13. Your account and reviews

You are responsible for keeping your account login and the one-time codes we email you private, and for orders placed through your account.
If you leave a review you confirm it is your honest opinion of a product you bought, and you allow us to publish it (with your first name or initial) on this site and in our marketing. We remove reviews that are abusive, untrue or not about the product.

14. Our website and content

The text, images, logos and design of this site belong to us or our licensors. You may not copy or reuse them without our written permission. Brand names and product images belong to their manufacturers and are used to identify the products we sell.
We try to keep the site accurate and available, but we do not promise that it will be error-free or uninterrupted. Product information is provided in good faith from the manufacturers; if you rely on a specific detail, check the can.
You must not use the site for anything unlawful, attempt to interfere with it, or scrape it.

15. Our liability

If we break these terms we are responsible for loss or damage you suffer that is a foreseeable result of our breach, up to the value of the order concerned.
We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.
We are not liable for delays or failures caused by events outside our reasonable control, such as courier strikes, severe weather or supplier failures, though we will tell you and do what we can to reduce the delay.
We supply goods for domestic and private use only and are not liable for any business losses.

16. Complaints

If something has gone wrong, email info@nicotinebuzz.co.uk with your order number and we will reply within one working day. If you are not satisfied with our final answer you can contact Citizens Advice (0808 223 1133) or, where a card payment was used, your card issuer. We are not required to, and do not, use an alternative dispute resolution provider.

17. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings there.
If any part of these terms is found to be unenforceable, the rest still applies.
We may update these terms from time to time. The version on this page when you place your order is the one that applies to that order.
These terms are between you and us; nobody else can enforce them.

18. Contact

Wholesaling Ltd trading as NicotineBuzz
48 Mitcham Road, London, SW17 9NA, United Kingdom
Company number 15403542
info@nicotinebuzz.co.uk · 020 8922 7686