Refund policy
Returns & Refunds Policy
Last Updated: [26/09/25]
Custom Product Policy
Important: All POUCHY snus containers are custom-made to your specifications with personalized engraving. Due to the bespoke nature of these products, returns and exchanges are not accepted except in the circumstances outlined below.
Defective Products
We stand behind the quality of our craftsmanship. If your custom snus container arrives with a manufacturing defect, we will make it right.
What Qualifies as a Defect:
- Manufacturing flaws: Cracks, dents, or structural damage
- Engraving errors: Incorrect text, missing characters, or poor engraving quality
- Material defects: Discoloration, surface irregularities, or coating issues
- Missing components: Incomplete orders or missing parts
What Does NOT Qualify for Refund:
- Customer errors: Misspelled text or incorrect design provided by customer
- Design dissatisfaction: Not liking the final appearance of custom work
- Size expectations: Product dimensions are clearly stated on product pages
- Change of mind: Deciding you no longer want the custom item
Reporting Defective Items
Time Limit: You must report defective products within 24 hours of delivery.
How to Report:
- Email us immediately at [[email protected]]
-
Include in your email:
- Order number
- Photos clearly showing the defect
- Description of the issue
- Your preferred resolution (replacement or refund)
Response Time: We will respond within 24 hours during business days and provide instructions for next steps.
Resolution Options
For confirmed defective items, we offer:
Option 1: Replacement
- We'll create a new custom container at no additional cost
- Same specifications as original order
- Standard processing and shipping times apply
Option 2: Full Refund
- Complete refund of purchase price
- Processing time: 5-10 business days
- Refund issued to original payment method
- Shipping costs included in refund
Return Process (Defective Items Only)
- Contact us first - Do not return items without authorization
- Receive return authorization - We'll provide return instructions
- Package securely - Use original packaging when possible
- Send via tracked shipping - We'll provide return shipping label
- Receive resolution - Replacement or refund processed upon receipt
Non-Defective Returns
Standard Policy: Custom engraved items cannot be returned, exchanged, or refunded if they are made according to your specifications and arrive without defects.
Why This Policy Exists:
- Each item is uniquely personalized for you
- Custom products cannot be resold to other customers
- Your design specifications are permanently engraved
Quality Guarantee
We take pride in our craftsmanship and quality control:
- Each item is inspected before shipping
- We use premium materials and precision engraving
- Our goal is 100% customer satisfaction with the final product
Contact Information
Returns & Quality Issues:
- Email: [[email protected]]
- Subject line: "Product Quality Issue - Order #[NUMBER]"
- Response time: 24 hours during business days
Business Hours: Monday - Friday: 9 AM - 5 PM GMT
Additional Notes
- This policy applies to all orders shipped to any destination
- Refunds do not include any customs fees paid by customer
- For questions about this policy, contact customer service
- We reserve the right to inspect returned items to verify defects
Customer Satisfaction
While we cannot accept returns on custom products, we are committed to ensuring you receive a high-quality item that meets our standards. If you have concerns about your order, please reach out - we're here to help.