Return / Exchange Policy

Why We Don’t Accept Returns

Nicotine pouches are consumable products intended for personal use. For health, safety, and hygiene reasons, we are unable to accept returns on opened or unopened product. This policy applies to all orders regardless of the reason for the return request.

Damaged or Incorrect Orders

If your order arrives damaged in transit or you receive incorrect items, please contact us within 48 hours of delivery at hello@thepouchvault.com with your order number and photos of the issue. We will review each case individually and work to make it right.

Lost or Stolen Packages

ThePouchVault is not responsible for packages lost or stolen after confirmed delivery. If your tracking shows delivered but you have not received your order, please contact the courier directly using your tracking number. If you believe your package was lost in transit before delivery, contact us and we will investigate with the courier on your behalf.

Age Verification

All orders are subject to age verification. ThePouchVault sells exclusively to adults 19 years of age and older. Orders that cannot be verified as 19+ will be cancelled and refunded in full. Nicotine is an addictive substance — for adults only.

Order Cancellations

Orders may be cancelled within 2 hours of placement provided they have not yet been fulfilled. To request a cancellation, email hello@thepouchvault.com immediately with your order number. Once an order has been packed and dispatched, it cannot be cancelled.

Questions

If you have any questions about this policy or an issue with your order, we’re here to help. Reach out to us at hello@thepouchvault.com and we’ll respond within one business day.