Return policy

We want customers to shop with confidence, which is why we offer a return policy for eligible products. Returns are accepted only for items that are unopened, unused, fully sealed and still in their original packaging.

To qualify for a return, the product must arrive back in the same resaleable condition in which it was received. This means the packaging must remain intact, the seal must not be broken and the item must show no signs of opening, handling damage or use after delivery.

Because nicotine pouch products are sealed consumer goods, opened items cannot be returned. Products that have been opened, unsealed, used or damaged after delivery are not eligible for return. This is important for hygiene, safety and product integrity reasons.

If a customer receives the wrong item or a parcel that appears damaged on arrival, the issue should be reported as soon as possible. Providing the order number and clear photos of the issue helps us review the claim faster and work toward an appropriate solution.

Once an eligible return is received and inspected, we refund the price of the goods together with the standard delivery charge you paid, within 14 days, to the card you paid with. The cost of sending the return to us is yours, unless the return is caused by an error on our side or a confirmed issue with the delivered order — in that case we email you a prepaid DPD return label.

Before sending any return, customers should contact support first so the request can be reviewed and return instructions can be provided.

Your statutory right to cancel

Separately from the policy above, if you are a consumer buying at a distance you have a legal right to cancel the purchase without giving a reason. Where goods are sealed for health or hygiene reasons, that right does not apply once the seal has been broken — Article 16(e) of Directive 2011/83/EU. Nothing on this page reduces your rights if the goods are faulty.

How long you have

14 days.

When it starts

The day you, or someone you name other than the carrier, take physical possession of the goods. Where an order arrives in more than one delivery, the day the last item arrives.

How to cancel

Tell us in a clear statement before the 14 days are up — the contact form, info@pouchesempire.com, or the form below. Sending the goods back without telling us is not a cancellation, and it is also how a parcel arrives here with nothing to match it to.

Where to send goods

ZLATNA GRUPA društvo s ograničenom odgovornošću, za trgovinu i usluge Ulica 141. brigade hrvatske vojske 37 21000 Split Hrvatska

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it — any clear statement will do.

To

ZLATNA GRUPA društvo s ograničenom odgovornošću, za trgovinu i usluge Ulica 141. brigade hrvatske vojske 37 21000 Split Hrvatska info@pouchesempire.com

Notice

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on

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Name of consumer(s)

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Address of consumer(s)

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Signature of consumer(s)

Only if this form is notified on paper.

Date

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