Refund policy

Returns & Refunds Policy

Last updated: November 7, 2026

We want you to be happy with your hoypouches order. Because our products are nicotine-free energy pouches that are placed in the mouth, they are food/consumable items and are subject to strict health, hygiene, and safety requirements. As a result, we can only accept returns of unopened, unused products in resalable condition. This policy explains your options.

If you have any questions or want to start a return, contact us at info@hoypouches.com.

1. Return Window

1.1 You may request a return within 14 days of the delivery date (the date the carrier marks your order as delivered).

1.2 To be eligible, the item must be:

Unopened — the original seal/packaging has not been broken;
Unused and not consumed — no pouches have been taken or consumed;
In original, undamaged packaging — clean, complete, and in resalable condition;
Purchased directly from hoypouches — returns of items bought from third-party sellers are not accepted.

1.3 Return requests received after 14 days from delivery, or items that do not meet the condition requirements above, are not eligible for a refund. See Section 4 (Non-Returnable Situations).

2. What You Need to Provide

2.1 To start a return, please submit a return request through your Shopify customer account or contact us at info@hoypouches.com with:

Your order number;
The email address used at checkout;
The item(s) you wish to return and the reason;
Photos of the item(s) and packaging (required for damaged, wrong, or defective items).

2.2 Once your request is approved, we will issue a Return Merchandise Authorization (RMA) number and instructions, including the return shipping address. Do not ship anything back before you receive an RMA number.

3. Return Shipping Costs

3.1 General returns (change of mind, unwanted, ordered by mistake): the customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

3.2 Cash on Delivery (COD) / freight-collect returns are NOT accepted. Any package returned without prior authorization or sent COD will be refused and returned to the sender at the sender's expense.

3.3 Damaged, wrong, or defective items (our responsibility): in these cases we cover the return shipping cost. See Section 5.

4. Non-Returnable Situations

Because of food-safety and hygiene rules, we cannot accept returns in the following cases:

Opened items — any product whose seal/packaging has been broken.
Used or consumed items — any product where pouches have been taken, tasted, or consumed (including partially used containers).
Items returned after the 14-day window.
Items without valid proof of purchase (no order number / order record).
Items not purchased from hoypouches (e.g., bought via a third-party reseller or marketplace).
Items returned without an RMA number or prior authorization.
Items returned COD or with postage due.
Items damaged after delivery due to customer misuse, improper storage, or handling.

5. Damaged, Wrong, or Defective Items (We Cover Shipping)

5.1 If your order arrives damaged, incorrect (wrong item/flavor), or defective, we will make it right. Please contact us at info@hoypouches.com within 48 hours of delivery and include:

Your order number;
A description of the issue;
Photos of the item(s) and packaging (and the shipping label where relevant).

5.2 For verified damaged, wrong, or defective items, hoypouches covers the return/replacement shipping cost. We will prioritize a replacement or a full refund, at your choice (subject to availability).

5.3 Reports made after the 48-hour window may be handled at our discretion, as we must document transit issues promptly with the carrier.

6. Refunds: Method & Timing

6.1 Once we receive and inspect your return, and confirm it meets this policy, we will process your refund.

6.2 Refunds are issued to the original payment method. We do not offer store credit unless you specifically agree to it.

6.3 Processing time:

We will inspect and process your refund within 3–5 business days of receiving the returned item(s);
Your bank or card issuer may take an additional 5–10 business days to post the funds to your account;
You will receive a confirmation email when the refund is issued.

6.4 Amount refunded: the price paid for the returned item(s). Original shipping charges are non-refundable for general (change-of-mind) returns. For damaged/wrong/defective items, we refund the item price and, where applicable, the shipping cost.

6.5 Refunds are issued in the same currency used for the purchase.

7. No Exchanges — Reorder Instead

7.1 Due to food-safety and hygiene requirements, we cannot offer exchanges (for example, swapping flavors or pack sizes). Opened or returned products cannot be resold or re-shipped.

7.2 Instead of an exchange, please:

Request a return/refund for the unwanted unopened item under this policy.
Place a new order for the flavor or size you want. This lets us ship fresh, properly stored product and keeps everything hygienic and traceable.

8. How to Start a Return (Step-by-Step)

Submit a return request through your Shopify customer account or contact us at info@hoypouches.com within 14 days of delivery, providing your order number, email, item(s), and reason.
Receive an RMA number and return instructions from our team.
Pack the item securely in its original, unopened, undamaged packaging. Include your RMA number inside the package.
Ship it back to the address provided, using a trackable method. For general returns, you cover shipping. For damaged/wrong/defective items, we cover shipping (we will provide a prepaid label or reimburse you).
We inspect the return upon arrival and confirm eligibility.
We process your refund (see Section 6). You will be notified by email.

9. Safety & Food-Safety Statement

9.1 hoypouches products are consumable energy pouches. Once a package has been opened or consumed, we cannot accept it back because returning it could create health and hygiene risks and the product can no longer be verified as safe or resalable.

9.2 We store and ship all products according to applicable food/consumable handling practices. Please store your pouches as directed on the packaging.

9.3 This policy does not limit any non-waivable rights you may have under applicable US state or Canadian federal/provincial consumer-protection laws. If you believe you have a statutory right that conflicts with this policy, contact us and we will review it.