Returns & Complaints

Here you can find all the information about returns and complaints. If you are not satisfied with your purchase or if the product is damaged upon delivery, you can easily initiate a return or complaint. We offer a smooth process to ensure that you receive the correct product or a refund.

FAQ on Returns & Complaints

How do I make a return?
We’re here to help if you change your mind about your purchase. Please pack the item securely to prevent damage during return shipping.

Under the right of withdrawal, you have 14 days to return the item by contacting our customer service, who will provide you with a return shipping label. You can contact us through our form, which you can find here.

Once you have the return label, affix it to the package and drop it off with the shipping carrier that you and customer service have agreed on.

Refund
We will issue a refund once the items have been received back at our warehouse. If you haven’t received your refund within 14 days after the return arrives at our warehouse, please contact us again.

Can I cancel my purchase?
Once an order is placed and confirmed, we are unable to cancel it. However, if you change your mind after receiving the product, you can return it within 14 days under our return policy. Simply follow the instructions for returning the item, and we will process your refund once the product has been received back in its original condition.

Can I return discounted items?
Unfortunately, discounted items are non-returnable. Once purchased, they cannot be returned or refunded. Please make sure to carefully review your order before completing the purchase, as we are unable to accept returns on items bought at a discounted price. If you have any questions before placing your order, feel free to contact our customer service team for assistance.

I can’t complete my purchase. What could be the issue?
There can be several reasons why you're unable to complete your purchase. Here are a few tips to help you resolve the issue:

  • Refresh your page
  • Try using a different browser or device
  • Clear your cookies and browsing history
  • Make the purchase in private/incognito mode in your browser

I haven't received an order confirmation
Some email clients, such as Hotmail, Live, and Outlook, can have trouble distinguishing between spam and legitimate emails. Please check your spam or junk folder to see if the confirmation ended up there. If it's not in your spam folder, feel free to contact our customer service.

How do I file a product complaint?
The right to make a complaint only covers defects that are considered original and does not apply to issues caused by the product’s normal lifespan or normal wear and tear.

Here’s how to proceed
If you wish to file a complaint about a product, the easiest way is through our complaint form (you will be redirected to our complaints page).

You can find the complaint page here.

FAQ

What is Nicotine Pouches?

Nicotine pouches, also known as "snus," are small white pouches that contain nicotine but are completely tobacco-free. They offer a discreet and convenient way to consume nicotine without smoke or spit, making them a popular alternative for those looking to avoid traditional cigarettes or tobacco-based snus. Nicotine pouches are placed under the lip and provide a gradual release of nicotine, similar to regular snus. Because they are tobacco-free, they have gained popularity among users seeking a healthier option. Nicotine pouches come in various flavors and nicotine strengths to suit individual preferences.

What do Nicotine Pouches contain?

Our nicotine pouches contain, among other things, nicotine, flavorings, sweeteners, pH adjusters, and fillers. All added ingredients are approved for food safety. Our nicotine pouches come in various flavors and strengths, so you can always find one that suits your preferences. The complete ingredient list is available here on the website for each product or on the bottom label of each product.

Are the Nicotine Pouches available in different flavors?

Our nicotine pouches contain, among other things, nicotine, flavorings, sweeteners, pH adjusters, and fillers. All added ingredients are approved for food safety. Our nicotine pouches come in various flavors and strengths, so you can always find one that suits your preferences. The complete ingredient list is available here on the website for each product or on the bottom label of each product.

How to store Nicotine Pouches?

Our nicotine pouches do not need to be stored in the refrigerator, unlike traditional portion snus. Since the pouches are completely tobacco-free, you can easily take them with you and use them anytime, anywhere, without worrying about special storage requirements.

How to use Nicotine Pouches

How to use nicotine pouches?

To use nicotine pouches, simply place one pouch under your lip, just like with regular snus. The nicotine is gradually released while the pouch is in place, allowing you to enjoy the nicotine kick without needing to spit. Nicotine pouches are discreet and tobacco-free, making them a convenient alternative to traditional snus. Typically, a pouch can be used for up to 30-60 minutes, depending on the flavor and strength.

Can nicotine pouches be reused?

No, nicotine pouches are not meant to be reused. Once the nicotine has been released during use, the pouch is depleted of its effect. For the best experience and to ensure you receive the correct amount of nicotine, it is recommended to dispose of the used pouch and take a new one as needed.

Can you chew nicotine pouches?

No, it is not recommended to chew nicotine pouches. Nicotine pouches are designed to be placed under the lip, where the nicotine is gradually released through the mucous membranes. Chewing the pouches can lead to an unpleasant experience and may not provide the intended effect. For the best results, the pouch should remain still under the lip.

What is the expiration date for nicotine pouches?

ZYN Slim has an expiration date of three months from the manufacturing date. ZYN Mini Dry has an expiration date of 12 months from the manufacturing date. You can find the manufacturing date and expiration date on the bottom of the can.

The expiration date indicates until when the product is expected to maintain its full quality. After the expiration date, you may experience a gradual decrease in the sensory qualities of the product, but it is still usable.

What happens if you accidentally swallow a nicotine pouch?

Nicotine pouches are not meant to be swallowed, but the nicotine and other ingredients in our nicotine pouches are not harmful to adults if ingested in small amounts in the stomach.

Is there any risk associated with using nicotine pouches?

Our nicotine pouches contain nicotine, a highly addictive substance, and are intended only for individuals over 18 years old.

Nicotine can affect blood circulation, increase heart rate, and cause blood vessel constriction. Therefore, individuals with heart problems, such as irregular heartbeat or angina, should avoid all nicotine products, including nicotine pouches. We also advise against using the product during pregnancy or breastfeeding.