1. Overview
This policy applies to all orders placed through smallpouches.com and complies with UK consumer law including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. Your statutory rights are not affected.
2. Your Right to Cancel (Change of Mind)
As an online retailer, we are required by UK law to offer you a 14-day cooling-off period. This means you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
How to cancel:
Contact us within 14 days of receiving your order by email at info@smallpouches.com or by phone on 02080491755. Please include your order number and state that you wish to cancel.
Returning the goods:
Once you have notified us of your cancellation, you have a further 14 days to return the goods to us. Return postage is at your own cost unless the item is faulty or incorrectly sent. We recommend using a tracked or recorded postal service, as returned items remain your responsibility until they reach us.
Conditions for return:
• Items must be unopened and in their original, undamaged packaging
• Products must not have been used, tampered with, or unsealed
• Returns that do not meet these conditions may be refused
Important — nicotine products: For health and safety reasons, we are unable to accept returns of any nicotine pouch products that have been opened or partially used. This applies regardless of the reason for return. Unopened, sealed products in their original packaging are eligible for return within the 14-day cancellation window described above.
3. Refunds
Once we have received and inspected your returned item, we will process your refund within 14 days of receipt. Refunds are issued to the original payment method used at the time of purchase.
We will notify you by email once your refund has been processed. Please allow 3–5 working days for the funds to appear in your account, depending on your bank or card provider.
What is refunded:
• The full cost of the returned item(s)
• Standard outbound delivery charges, if the entire order is returned
What is not refunded:
• Return postage costs (unless the item is faulty or incorrectly sent)
• Any upgraded or express delivery charges where standard delivery was available
4. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or is not what you ordered, please contact us within 30 days of receiving the goods at info@smallpouches.com. Include your order number, a description of the issue, and photographs where possible.
In these circumstances we will offer you one of the following:
• A full replacement sent at no additional cost
• A full refund including return postage
We will cover the cost of return postage for all faulty, damaged or incorrectly sent items. Please do not return faulty items without contacting us first.
Your rights in relation to faulty goods are governed by the Consumer Rights Act 2015 and are in addition to your cancellation rights described above.
5. Cancelling Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us immediately by phone on 02080491755 or by email at info@smallpouches.com. We process orders quickly and cannot guarantee cancellation once an order has entered dispatch, but we will do our best to intercept it.
If the order has already been dispatched when you contact us, please follow the returns process in Section 2 once the goods arrive.
Refunds for pre-dispatch cancellations will be processed within 14 days of your cancellation being confirmed.
6. Subscription Orders
If you have placed a subscription order and wish to cancel, you may do so at any time. Cancellations made before the next scheduled dispatch will prevent the following order from being sent and charged. Cancellations after dispatch follow the returns process in Section 2.
To cancel a subscription contact us at info@smallpouches.com or call 02080491755.
7. Items Not Eligible for Return
The following cannot be returned or refunded except where faulty or not as described:
• Opened or unsealed nicotine pouch products
• Products that have been used or partially consumed
• Items returned after the 14-day cancellation window without prior agreement
8. How to Contact Us
Email: info@smallpouches.com
Phone: 02080491755 (Monday–Friday, 9am–5pm)
Address: Small Pouches, Transkold, Beldham House, Parr Road, Stanmore, HA7 1NP
Please have your order number ready when you contact us. We aim to respond to all enquiries within 1–2 working days.
9. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law. For independent advice visit citizensadvice.org.uk.
This product contains nicotine, which is a highly addictive substance. Not recommended for use by non-smokers. Not for sale to persons under the age of 18. Keep out of reach of children.