Refund and Returns Policy

Effective date: 17/09/2026

This policy explains how Fika Pouches handles requests for returns, exchanges and refunds for orders purchased directly from us. As snus and nicotine pouches are intended for oral use, we pay particular attention to packaging integrity, hygiene, product information and batch traceability when reviewing a request.

Nothing in this policy excludes or limits your rights under applicable consumer protection law. If a mandatory legal requirement conflicts with this policy, that requirement takes precedence.

1. When You Can Request a Return or Exchange

You may ask us to investigate and resolve an issue in any of the following circumstances:

• Incorrect items: the brand, product range, flavour, nicotine strength, pack format or quantity does not match your confirmed order.
• Damage in transit: containers are broken or leaking, products have sustained water damage, or damaged protective packaging has compromised the contents.
• Signs of tampering before delivery: a manufacturer’s seal is broken, missing or otherwise abnormal on a product variant that is normally supplied with that seal.
• Quality concerns: unused pouches are torn, contain foreign material, show signs of mould, have an unusual odour or display other characteristics that raise concerns about product quality.
• Shelf-life issues: the product has expired at the time of delivery or does not meet the remaining shelf life we confirmed with you before purchase.
• Items not as described: the product differs materially from the information provided when you placed your order, including its ingredients, product type or stated nicotine content.
• Recalls or authenticity concerns: the product belongs to a batch subject to recall, or there are reasonable grounds to investigate its authenticity.

We review each case to determine an appropriate resolution, which may include supplying missing items, providing the correct replacement, issuing a refund or agreeing another remedy with you. Opening a product does not automatically remove your right to report a defect that could only reasonably be discovered after opening.

2. Reporting an Issue and Processing Times

For incorrect items, missing items or visible delivery damage, please notify us, where possible, within 48 hours of receiving your order. Prompt notification helps us investigate with the delivery provider. This is a recommended reporting period; a request will not be rejected solely because it was submitted later.

For hidden defects, other quality concerns or recalls, please contact us as soon as you become aware of the issue. We consider when the problem was discovered, the product’s shelf life, storage conditions and other relevant information, while respecting your rights and any time limits under applicable law.

• Acknowledgement: within 2 business days of receiving your request.
• Initial assessment: within 5 business days of receiving the necessary information and, where a physical inspection is required, the returned product.
• Further investigation: if additional checks are needed, we will explain why, identify any outstanding information and provide an expected response date. We will keep you informed if processing takes longer.

Business days exclude Saturdays, Sundays and public holidays. These timeframes do not override any shorter mandatory deadline under applicable law.

3. Hygiene, Opened Products and Seals

We do not accept change-of-mind returns or exchanges for snus or nicotine pouches where the product packaging has been opened, the product has been used or its hygienic condition can no longer be assured. This restriction does not exclude claims involving defective, incorrect or misdescribed products.

If a product is unopened but you ordered it by mistake or have changed your mind, please contact us before sending it back. Any assistance will depend on the product’s condition and the arrangements agreed with you. If we accept the request, we will confirm the conditions, costs and proposed resolution before you return the item.

• Opening an outer shipping carton or mailing bag is not the same as breaking the seal on the product container.
• Sealing methods may vary by brand, market and product variant. We assess the packaging against the specifications for the relevant product.
• Please retain the original container, batch information and remaining contents where possible. Missing packaging does not automatically invalidate a request if other suitable evidence is available.
• Opened or used products returned to us are handled appropriately for inspection and subsequent action. They are not resold as new.

4. Product-Specific Considerations for Snus and Nicotine Pouches

Nicotine content: mg per pouch and mg per gram (mg/g) are different measurements and must not be treated as interchangeable. When reviewing a concern, we check the unit of measurement, the nicotine content stated on the product and the information in your confirmed order. We will not substitute a different nicotine strength without your agreement.

Flavour and perceived strength: a product feeling stronger or milder than expected, or not matching your personal preferences, does not by itself establish a defect. You may still request an assessment if there are unusual characteristics or the product differs from its description.

Moisture and appearance: moisture level, colour and pouch material may differ between product ranges. We refer to the information for the relevant manufacturer and variant. We do not automatically treat dryness, discolouration or unusual deposits as normal.

Packaging and labelling: a design change does not, by itself, mean that a product is counterfeit or defective. Where differences arise, we will verify the product’s origin and the details of the relevant version. Packaging changes do not excuse incorrect fulfilment or inaccurate product information.

Date markings and batch codes: please provide clear photographs of the date markings and batch or lot code on the container. We check how the manufacturer labels these details rather than assuming that a manufacturing date is an expiry date, or vice versa.

5. How to Submit a Request

1. Contact Fika: use a channel listed on our Contact page or the channel through which your order was confirmed.
2. Provide the details: include your order number or other proof of purchase, the affected product, the delivery date, a description of the issue and your preferred resolution.
3. Include supporting evidence where available: photographs of the product, container, seal, batch code, date markings, shipping label and affected contents can help us assess the issue.
4. Receive return instructions: we will confirm whether the item needs to be returned, the return address, the shipping method and who will cover the cost.
5. Receive our assessment: we will explain our findings, the reasons for our decision and the proposed resolution through a communication channel you can keep a record of.

An unboxing video can support a request, but it is not mandatory. We can also review photographs, order correspondence, payment records and delivery information. Not having an unboxing video does not automatically invalidate your claim.

Please contact us before returning an item so that we can help prevent loss or delivery to the wrong address. If a product is leaking, may be contaminated or requires special transport arrangements, do not send it until you have received appropriate instructions.

6. Available Resolutions

For an approved request, we will confirm the resolution with you before proceeding. Depending on the circumstances, this may include:

• Supplying missing items.
• Replacing the item with the correct product, variant and nicotine strength, subject to availability.
• Refunding the affected items or the entire order where appropriate.
• Exchanging the item for a different product with your agreement, with any price difference clearly explained.

We will not require you to accept a discount code, loyalty points or a replacement product instead of an approved monetary refund. Discounted and promotional items remain eligible for assessment if they are defective, incorrect or not as described. Any specific condition clearly disclosed and accepted before purchase will be taken into account when reviewing the request.

7. Shipping Costs and Refund Amounts

Where the issue is attributable to Fika, a product defect or delivery arranged by us, we will cover the reasonable, necessary costs of collecting the affected items and delivering replacements. We do not charge a restocking fee for defective goods.

If the entire order must be refunded for one of these reasons, the refund will include the product price and the original delivery charge you paid. For a partial return, we will explain how the refund for the affected items and any relevant shipping charges is calculated before proceeding.

Refunds are based on the amount actually paid for the approved items, taking applicable order discounts into account. We will not apply deductions that have not been disclosed and agreed.

If we agree to an exchange because you ordered incorrectly or changed your mind, shipping costs and any price difference will be agreed in advance. General delivery information is available in our Shipping Policy.

8. Refund Methods and Timing

We will initiate your refund within 5–7 business days of confirming that it has been approved. If we need to receive and inspect the item before approval, we will make this requirement clear during the assessment process.

Refunds are issued to the original payment method where that method supports refunds. For payments made in cash, by cash on delivery (COD), or through a method that does not support a direct refund, we will agree a suitable alternative with you.

The time it takes for the funds to appear in your account may depend on your bank or payment provider. We will provide transaction confirmation and help trace the refund where necessary. We will never ask for your password, PIN or one-time password (OTP) to process a refund.

9. Suspected Defects and Product Recalls

If you suspect a quality issue, stop using the affected product. Retain the container and unused contents in accordance with the storage instructions on the label, and keep them out of reach of children and pets. You do not need to continue using a product to demonstrate a defect.

If a recall is issued, we will provide instructions specific to the affected product and batch. Recall-related requests are not subject to the recommended 48-hour reporting period for delivery issues.

10. Complaints, Personal Information and Policy Updates

If you disagree with the outcome, you may ask us to review the decision and provide additional evidence. We will explain the grounds for our decision. Contacting Fika does not prevent you from using available dispute resolution procedures or contacting the relevant authorities under applicable law.

Order details, photographs and payment information are used as necessary to verify and resolve your request in accordance with our Privacy Policy. Please redact information that is not relevant when submitting supporting documents.

We may update this policy and will indicate its effective date. Subsequent changes will not be applied retrospectively to reduce rights already established for earlier orders. Related conditions of purchase are set out in our Terms of Service.