Right of withdrawal

Your 14-day period

For EU/EEA and UK consumer distance purchases, the usual withdrawal period ends 14 calendar days after the day you, or someone you choose other than the carrier, receives the goods. You can also withdraw before delivery. If one order is delivered in separate parcels, the period runs from receipt of the last item.

If required withdrawal information has not been provided, the legal period can be extended. This page does not remove any longer period or other protection under applicable law.

How to tell us

Send a clear statement that you want to withdraw to our customer service address, help@prepouches.com, or by post to [LEGAL ENTITY NAME], [REGISTERED ADDRESS], [COUNTRY]. You can use the model form below, but it is optional.

Include enough information to identify your purchase, such as your name, address and order number. Send the notice before the period ends and keep a copy or proof of sending. You do not need to wait for our permission, and you do not need to give a reason.

Model withdrawal form

Complete and send this text only if you want to withdraw from a purchase. Delete whichever alternatives do not apply. This is text to copy into an email or letter, not an online form.

Modèle de formulaire de rétractation.

The hygiene exception

The change-of-mind right does not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery. Our intended policy applies that exception to opened or unsealed PRE tins. Opening a delivery box without breaking a tin’s hygiene seal is different.

Faulty, damaged or wrong goods remain covered by your legal rights. See Returns and refunds.

Sending the goods back

Send the goods back without undue delay and no later than 14 calendar days after giving your withdrawal notice. Sending them before that deadline meets it. Keep proof of dispatch.

Return address: [RETURN ADDRESS]. Change-of-mind return postage: [WHO PAYS RETURN POSTAGE]. These details must be completed and shown before purchase. If you are to pay direct return costs, we will tell you before you buy. We cover necessary return costs for faulty or wrong goods.

Your refund

We will refund the amount due without undue delay and normally within 14 days after we are told of your withdrawal. Unless we offer to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you sent them back, whichever happens first. An earlier legal deadline always takes priority.

For a withdrawal from the whole order, the refund includes the cost of our least expensive standard outbound delivery. Any extra you chose to pay for a more expensive delivery service is not included. We use the same payment method unless you expressly agree otherwise, and we do not charge a refund fee.

Online cancellation when the shop opens

When sales open, we will provide an online “Cancel my order” function for eligible withdrawals. It will be easy to find throughout the withdrawal period, let you identify the order and confirm the cancellation, and send an acknowledgement by email without delay. It is not available on this pre-launch site because there are no sales.

Directive (EU) 2023/2673 introduced an online withdrawal function into the Consumer Rights Directive, with EU Member States required to apply the measures from 19 June 2026. It complements the email and postal options.

Legal references

• EU Consumer Rights Directive: Articles 9 to 16 and Annex I
• Directive (EU) 2023/2673: online withdrawal function and application date
• UK Consumer Contracts Regulations 2013

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