Refund policy

Your legal right to cancel
When you shop online, you have a legal right to change your mind under the Consumer Contracts Regulations 2013. You may cancel your order within 14 days of receiving your goods, for any reason, and receive a refund. To be eligible, items must be unused, with the seal unbroken, and in their original packaging. You will also need your receipt or proof of purchase — your order confirmation email is fine.

Our 30-day returns promise
We go further than the legal minimum. If within 30 days of delivery you decide you no longer want or need your items, contact us at info@nicpouch.co.uk and we will be happy to exchange them or refund sealed products returned to us. If 30 days have passed since delivery, unfortunately we cannot offer a refund or exchange.

For hygiene and safety reasons, we cannot refund or exchange products where the seal has been broken, unless the product is faulty. Gift cards and free promotional items are also non-returnable.

Faulty, damaged or incorrect items
Please inspect your order when it arrives. If a product is faulty or damaged, or we have sent the wrong item, contact us straight away at info@nicpouch.co.uk and we will put it right with a replacement or a full refund, including any return postage. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

How to return an item
Email us first at info@nicpouch.co.uk to arrange your return. Once confirmed, post your items to: Nic Pouch UK, Wicklands Farm House, Lewes Road, Little Horsted, Uckfield TN22 5UF.

Unless the item is faulty, you are responsible for the cost of return postage, and original delivery charges are non-refundable. We recommend using a tracked service, as we cannot refund items lost on their way back to us. Items sent back without first arranging a return may not be accepted.

Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are made to your original payment method within 10 business days. Please remember it can take a few further days for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@nicpouch.co.uk.

Exchanges
We are happy to exchange sealed products returned to us within 30 days of delivery. Email us at info@nicpouch.co.uk to arrange an exchange. Delivery times for exchanged products may vary depending on where you live.

Orders lost in transit
If you do not receive your order within the expected time frame, please let us know and we will investigate. If after 7 working days from dispatch you have still not received your order, it will be considered lost and you may choose between a full refund or a replacement order dispatched free of charge.