Returns and refunds

When you can return an item

We accept returns when:

• the item arrived damaged (for example a crushed or open tin),

• the item is faulty, or

• we sent the wrong item or the wrong quantity.

Report it within 14 days of delivery. The 14 days start on the day the parcel is delivered to you or to your pickup point.

Returns we can’t accept

Our products are food and nicotine products. For hygiene and safety reasons we can’t take back or resell items once they have left our warehouse. That’s why we don’t accept returns if you have changed your mind, ordered the wrong flavour or strength yourself, or simply don’t like the product.

How to report a return

Email support@whitepouches.com and include:

1. Your order number. We can’t handle a request without it. You find it in your order confirmation email.

2. What is wrong, in a sentence or two.

3. A photo of the item and, if it was damaged in transit, of the parcel.

We reply within one business day (Monday to Friday, 07:00-14:00 CET).

How the return works

• If we approve the return, we email you a prepaid return label. Print it and attach it to the parcel.

• Return shipping is free. You don’t pay anything to send the item back.

• Send back the item in its packaging, by mail, to: Whitepouches, Ortviksvägen 18, 856 33 Sundsvall, Sweden.

• Please only send items back with the label we send you. We can’t refund parcels sent without one.

Refunds and replacements

• We refund within 3 business days after we receive the returned item.

• The money goes back to your original payment method. Depending on your bank, it can take a few more days to show on your account.

• If you prefer, we send you a replacement of the same item instead of a refund.

Lost or damaged in transit

If your parcel is lost, or arrives badly damaged, contact us within 14 days of the expected delivery date. We file a claim with DHL, UPS or PostNord and, once it is approved, we refund you or send your order again.

Parcels returned to us unclaimed

If a parcel comes back to us because it wasn’t collected, contact us to get a refund. We deduct the original shipping cost, unless the parcel couldn’t be delivered because of a carrier error.

Your legal rights

This policy doesn’t limit your statutory rights as a consumer, for example your rights when a product is faulty.

Contact

support@whitepouches.com · customer service Monday to Friday, 07:00-14:00 CET.