Returns & Refunds
We want you to be happy with every order. If something isn't right, here's how we make it right.
14-Day Return Policy
You have 14 days from the date of delivery to request a return for eligible items. This is in line with EU consumer protection regulations.
Return Conditions
- ✓ Unopened products — items must be in their original, sealed packaging. Unopened cans and rolls are fully eligible.
- ✓ Damaged or defective items — if your order arrived damaged, we will replace or refund regardless of whether the packaging has been opened.
- ✓ Wrong items received — if we sent the wrong product, we cover return shipping and send the correct item at no cost.
- ✕ Opened products — due to health and hygiene regulations, we cannot accept returns on opened nicotine pouch products.
How to Initiate a Return
- 1
Contact us
Email support@snusfriends.com with your order number and the reason for the return. If the item is damaged, please attach a photo.
- 2
Receive return instructions
We'll review your request within one business day and send you a return shipping label or replacement instructions.
- 3
Ship the item back
Pack the item securely in its original packaging and drop it off at the carrier location specified in your return label. Keep the tracking receipt.
- 4
Receive your refund
Once we receive and inspect the returned item, your refund is processed. See the timeline below for details.
Refund Timeline
- Return inspection 1-2 business days after receipt
- Refund issued Same day as inspection approval
- Funds in your account 3-5 business days (varies by bank)
Refunds are issued to the original payment method. If you paid by card, the refund will appear on your statement within 5-10 business days depending on your bank.
Return Shipping Costs
Our fault
If you received the wrong item or a damaged product, we pay for return shipping. A prepaid label will be included in your return instructions.
Change of mind
For change-of-mind returns on unopened products, return shipping costs are the customer's responsibility. The product refund amount is not affected.
Need Help?
Questions about a return or refund? Our support team typically responds within a few hours.
Contact Support