Returns and refunds

Unopened tins and a change of mind

Unopened tins with their hygiene seals intact will be returnable. Tell us within 14 calendar days after delivery that you want to return them. Then send them back within 14 calendar days after telling us. You do not have to give a reason when exercising your legal right of withdrawal.

The full deadlines and instructions are on Right of withdrawal. This policy does not shorten those rights.

Opened or unsealed tins

Because PRE is a sealed consumable for adults aged 18+, a tin whose hygiene seal has been broken after delivery cannot be returned simply because you changed your mind. This does not remove your rights if the goods are faulty, damaged, wrong or otherwise not as described.

Damaged, faulty or wrong items

Contact our customer service address, help@prepouches.com, with the order number and a description of the problem. Photos of the tin, seal and parcel are helpful if available. Keep the items and packaging while we arrange the next step.

We will arrange a replacement or refund for damaged, faulty or wrong items, as appropriate to the issue and your legal rights. We will cover necessary return costs for these items. An opened tin is not automatically excluded, and the change-of-mind deadline does not limit these claims.

How to start a return

• Email our customer service address: help@prepouches.com. Include your name, order number, the items and whether you are withdrawing or reporting a problem.
• For a change of mind, send the notice in time. You do not need our approval for a valid withdrawal.
• Return destination: [RETURN ADDRESS]. This must be completed before sales open. The registered office is not automatically a returns depot.
• Package the tins securely and keep proof of posting. Our reply must not delay your notice or extend the legal return deadline.

Who pays return postage

For a change-of-mind return: [WHO PAYS RETURN POSTAGE]. If you will pay, that fact and any required cost estimate will be stated before you buy. Necessary return costs for faulty, damaged or wrong goods are ours.

Refunds

We will refund you using the same payment method you used for the order, unless you expressly agree to another method without a fee. We will not require you to accept store credit.

We will refund within 14 days of receiving the goods back or proof of return, whichever is earlier. If the law requires an earlier refund, that earlier deadline applies. See withdrawal refunds.

For a full withdrawal, we will also refund the delivery cost, except the extra cost of a non-standard delivery option.

Change log