Returns & Refunds

Returns & Refunds

We stand behind every order. If something isn't right, we'll make it right — fast. Our return policy is designed to protect you and comply with health regulations around nicotine products.

What Can Be Returned

• Unopened, unused products in original packaging — Return within 30 days of delivery for a full refund or store credit.
• Damaged or defective items — We'll replace them immediately at no cost, no return shipping needed.
• Wrong item received — We'll send the correct product right away and arrange pickup of the incorrect one.

What Cannot Be Returned

• Opened or used nicotine products — For hygiene, safety, and regulatory compliance, opened pouches, vapes, or e-liquids cannot be returned or refunded.
• Products purchased over 30 days ago — Return requests must be initiated within 30 days of delivery.
• Items without proof of purchase — Keep your order confirmation email or receipt.

How to Start a Return

1. Email returns@pouchdrop.com with your order number and reason for return.
2. Include a photo of the unopened product and packaging if possible.
3. We'll send you a prepaid return label (for eligible returns).
4. Ship it back — we process refunds within 5 business days of receipt.

Damaged or Wrong Order?

Don't send anything back. Contact us immediately with photos, and we'll replace your order and dispatch it within 1 business day. We'll also arrange a free pickup of the damaged or incorrect item.

Refund Timeline

• Processing: 5 business days after we receive your return.
• Credit: Refunds appear back to your original payment method within 3–5 business days after processing.
• Store credit: Applied instantly if you choose credit over refund.

Why We Can't Accept Opened Nicotine Products

Opened or used nicotine pouches, vapes, and e-liquids pose health and contamination risks. Federal regulations and age-verification compliance require us to treat opened products as used — they cannot be resold or restocked. This protects you, other customers, and keeps us compliant.

Questions About Your Order?

Before requesting a return, check our FAQ on nicotine strengths — many "wrong" purchases are actually the right product, just mislabeled elsewhere. We filter by brand, strength, and flavour so you get exactly what you need. If you're unsure about strength or have questions about what you ordered, email us first — we can often clarify before you open anything.

Need Help?

Email support@pouchdrop.com or reply to your order confirmation. We respond within 24 hours.

Fast US shipping on every order. Same confidence applies to returns — we make it simple because we know you're a repeat buyer and we want to earn your trust.