Refund Policy

Scope

This policy applies to wholesale orders fulfilled for approved B2B accounts. The public website does not process consumer retail checkout. Showcase pages on this site are not sales contracts.

Damaged or incorrect shipments

If goods arrive damaged, incomplete, or different from the confirmed portal order, notify our wholesale desk within five (5) business days of delivery with order number, photos, and a short description. We will arrange replacement, credit, or refund as appropriate.

Change of mind

Wholesale orders are generally non-returnable for change of mind once dispatched, unless your account agreement states otherwise or local mandatory law requires a return right.

How to request a refund

• Contact us via the Contact form or your account manager.
• Include the portal order reference and supporting evidence.
• Approved refunds are processed back to the original payment method or as account credit according to your trading terms.

Timelines

We aim to acknowledge refund requests within two (2) business days and complete approved refunds within fourteen (14) business days after confirmation, subject to banking partners.

Product quality and compliance

Nicotine products are subject to storage and handling requirements. Claims arising from improper storage after delivery may be declined.

Contact

Wholesale desk: Contact. Also see Terms & Conditions and Privacy Policy.