Return & Refund Policy

Last updated: 19 Oct 2026

This policy applies to orders from www.pouchland.com, run by Pouchland, a trading name of VHS Express AB (organisation number 559494-8050), Smidesgatan 7, 417 07 Göteborg, Sweden. It applies to everyone who buys from us as a consumer, wherever you live, and it does not limit any rights you have under consumer law.

Your right to cancel (14 days)

You can cancel your order for any reason within 14 days of the day you, or someone you name, receive it. If your order arrives in several parcels, the 14 days start when the last one arrives.

To cancel, tell us before the 14 days are up:

• email support@pouchland.com or send us a WhatsApp with your order number and say that you want to cancel, or
• send us the cancellation form at the end of this page.

It is enough that your message is sent within the 14 days.

How to return

1. Tell us: let us know you are cancelling, as above. We reply with the return address and instructions.
2. Send it back: send the products back within 14 days of telling us. You pay the cost of sending them back. We recommend a tracked service.

Opened cans

Most of our cans are delivered sealed, for health protection and hygiene reasons. A sealed can whose seal has been broken can't be returned. If a can without a seal has been opened, or pouches from it have been used, we may reduce your refund by the loss in value; for a used can that is usually its full price.

Unopened cans in their original condition can always be returned. None of this applies to faulty, damaged or wrong items; see below.

Your refund

• We refund the price of the returned products.
• If you cancel the whole order, we also refund the delivery cost you paid, up to the cost of our cheapest standard delivery.
• We refund within 14 days of hearing that you want to cancel, but we may wait until we have received the products back or you have shown that you sent them.
• The refund goes to your original payment method, free of charge. Your bank may take a few more days to show it.

Faulty, damaged or wrong items

Please check your order when it arrives. If something is faulty, damaged or not what you ordered, contact us at support@pouchland.com with your order number and a photo, and we'll put it right at no cost to you: by sending a replacement, or with a refund if we can't. Please tell us as soon as you notice. Your legal rights for faulty goods always apply.

Lost or delayed parcels

If your parcel hasn't arrived within the delivery time shown on our shipping page, contact us and we'll trace it with the carrier and sort it out.

Outside the EU and EEA, you are responsible for checking that you may import nicotine pouches where you live. If customs holds, returns or destroys a parcel because of the import rules in your country, we can't refund it.

Complaints

Contact us first at support@pouchland.com; we'll try to solve it quickly. If we can't agree, you can turn to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) at www.arn.se. If you live in another EU country, your national European Consumer Centre can also help.

Cancellation form

Fill in and send this form only if you want to cancel your order.

To: VHS Express AB (Pouchland), Smidesgatan 7, 417 07 Göteborg, Sweden, support@pouchland.com

I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Signature (only if sent on paper):
Date: