Refund policy

Return & Refund Policy

No Returns on Perishable Goods

Due to the nature of our products, all nicotine pouches and related items are perishable goods with a short shelf life.

Under Regulation 28 of the Consumer Contracts Regulations 2013, perishable goods are exempt from the 14-day change-of-mind return right.

For this reason, we do not accept returns or exchanges for unwanted items, incorrect flavours ordered, or change-of-mind requests once the order has been delivered.

International Orders – Important Information

  • Customers are responsible for ensuring their order complies with their country’s import laws and regulations.
  • If an order is stopped, seized, or destroyed by customs and not returned to us, no refund will be issued.
  • If an order is returned to us, we will refund the product cost once received, minus:
    • return shipping fees,
    • customs charges, and courier handling fees.
  • All shipping costs (original and return) are non-refundable.

Faulty or Damaged Products

We will always honour your legal rights relating to defective goods.

If the product you receive is:

  • damaged,
  • defective, or not what you ordered,

please contact us at info@firstlinepods.co.uk as soon as possible with photos of the issue and your order number.

Inspection of Faulty Products

If a return is required, the product will be inspected upon receipt.

If confirmed to be faulty, we will offer you a replacement or a refund.

Late or Missing Refunds

If you are expecting a refund (faulty/incorrect items only), and have not received it:

  1. Check your bank account.
  2. Contact your card provider.
  3. Contact your bank, as processing times vary.

If you still cannot locate the refund, email us at info@firstlinepods.co.uk.

Exchanges

We only replace items that are defective or damaged.

We do not replace products due to unwanted flavours, change of mind, or incorrect items ordered by the customer.

To request an exchange for a defective product, please email info@firstlinepods.co.uk with photos of the issue.

Return Shipping for Faulty Items

If a product needs to be returned for inspection, customers are responsible for the return postage.

If the product is confirmed faulty, the return shipping cost may be reimbursed depending on the circumstances.