Refund & Return Policy

1. Return Eligibility

Due to the consumable nature of nicotine pouches, we can only accept returns of products that are unused, unopened, and in their original factory-sealed packaging.

Eligible return requests must be made within 14 days of delivery. Before sending any item back, please contact our support team so we can review the request and provide return instructions.

Please do not send products back without contacting us first, as unauthorized returns may not be accepted or processed.

2. Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains the wrong product, or is missing an item, please contact us as soon as possible, preferably within 48 hours of delivery.

We may ask you to provide photographs of the shipping package, product condition, shipping label, and affected items so we can review the issue.

If we confirm that an item was damaged in transit or that a fulfilment error occurred, we will work with you to provide an appropriate resolution, which may include a replacement, refund, or other reasonable solution depending on the circumstances.

3. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to assist before the order has been processed or shipped. Once an order has entered fulfilment or has been handed to the carrier, we may no longer be able to modify or cancel it.

If an order has already shipped, any return will be subject to the eligibility requirements in this policy.

4. Non-Returnable Items

For health, hygiene, and product-integrity reasons, we cannot accept returns of nicotine pouch products that have been:

• Opened or used.
• Unsealed or removed from their original factory packaging.
• Tampered with or altered.
• Damaged after delivery due to improper storage, handling, or use.

Products that do not meet the return conditions above are not eligible for a refund or exchange, except where required by applicable law.

5. Return Shipping

Customers are responsible for return shipping costs when returning an eligible product for reasons unrelated to an error by CanPouch.

If the return is required because we shipped an incorrect item or because the product arrived damaged, we will provide instructions regarding the appropriate return or replacement process.

We recommend using a trackable shipping service for authorized returns. CanPouch cannot be responsible for return packages that are lost before reaching us.

6. Refund Processing

Once an authorized return is received, we will inspect the returned items and notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method. Orders paid through PayPal will generally be refunded through PayPal.

Please allow additional time for PayPal, your bank, or your payment provider to post the refund to your account after it has been processed by CanPouch.

Original shipping charges are generally non-refundable unless the refund results from an error by CanPouch or where otherwise required by applicable law.

7. Incorrect Addresses, Refused Deliveries, and Returned Packages

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If a package is returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to receive or collect the package, additional shipping charges may apply if the customer requests reshipment.

If a refund is requested for a returned package, non-recoverable shipping or carrier charges may be deducted from the refund where appropriate and permitted by law.

8. Wholesale Orders

Wholesale and B2B orders may be subject to separate return, replacement, or credit terms agreed to in writing before or at the time of purchase.

Where separate written wholesale terms apply, those terms will govern the applicable wholesale order to the extent of any inconsistency with this general policy.

9. Consumer Rights

Nothing in this Refund & Return Policy is intended to limit any rights or remedies that cannot lawfully be excluded under applicable Canadian federal or provincial consumer protection laws.

10. Contact Us

To request a return, report a damaged or incorrect order, or ask a question about this policy, please contact:

CanPouch Support
Email: admin@canpouch.ca