Refund and Return Policy

Last Updated: 1 October 2026

Thank you for shopping with OLO Pouch Mart.

Due to the nature of the products we sell, including nicotine pouches, returns are generally not accepted once an order has been dispatched. Please review this Refund and Return Policy carefully before placing an order.

Nothing in this Policy is intended to exclude or limit any rights you may have under applicable consumer protection laws.

1. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

We take reasonable care to ensure that all orders are packed securely and dispatched in good condition.

If you receive an item that is:

  • damaged;
  • defective;
  • incorrect; or
  • missing from your order,

please contact us within 7 days of delivery.

When contacting us, please provide:

  • your order number;
  • a description of the issue;
  • clear photographs of the affected product;
  • photographs of the packaging; and
  • a photograph of the shipping label.

We may request additional information where reasonably necessary to assess your claim.

If your claim is verified and approved, we may offer an appropriate resolution, which may include:

  • a replacement;
  • a refund;
  • store credit; or
  • another remedy where required by applicable law.

Please do not dispose of the affected product or packaging until your claim has been reviewed, unless doing so is necessary for health or safety reasons.

2. NON-RETURNABLE ITEMS

Due to health, hygiene, safety and product-integrity considerations, nicotine pouches and other consumable products are generally non-returnable once they have been dispatched.

This applies whether the product has been opened or remains unopened, where the product cannot reasonably be resold for health, hygiene, safety or regulatory reasons.

We therefore do not normally accept returns for:

  • unwanted products;
  • change-of-mind purchases;
  • incorrect flavours selected by the customer;
  • incorrect strengths selected by the customer;
  • duplicate orders placed by the customer; or
  • products that cannot safely or legally be resold.

This does not affect any mandatory rights you may have under applicable consumer protection laws in relation to damaged, defective, misdescribed or incorrectly supplied products.

3. ORDER CANCELLATIONS

You may request cancellation of your order before it has been processed or dispatched.

To request a cancellation, please contact us as soon as possible at:

Email: [email protected]

We will make reasonable efforts to cancel your order before shipment. However, cancellation cannot be guaranteed once order processing has started.

Once an order has been dispatched, it can no longer be cancelled.

If we successfully cancel an order for which payment has already been collected, the refund will normally be issued to your original payment method.

4. REFUNDS

Refunds may be available where:

  • an item arrives damaged;
  • an item is defective;
  • you receive an incorrect product;
  • part of your order is missing;
  • we cancel your order before dispatch after payment has been collected; or
  • a refund is otherwise required under applicable law.

All refund requests are subject to review.

If your refund is approved, it will normally be issued to your original payment method within 10 business days.

Please note that your bank, card issuer or payment provider may require additional time to process and display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us.

5. SHIPPING COSTS

Original shipping charges are generally non-refundable unless:

  • the product supplied was incorrect;
  • the product was damaged or defective;
  • the order was cancelled by us before dispatch; or
  • a refund of shipping charges is required under applicable law.

Where a replacement is approved because an item was damaged, defective or incorrectly supplied, we will determine the appropriate shipping arrangement based on the circumstances.

6. REFUSED, UNCLAIMED OR UNDELIVERABLE ORDERS

We currently ship only to selected destinations shown at checkout. Customers are responsible for ensuring that the products they order may legally be purchased and possessed in their jurisdiction.

Refunds are generally not available where an order is:

  • refused, seized or destroyed by a governmental authority because of restrictions that apply at the delivery address;
  • refused by the recipient;
  • returned because the customer did not collect the parcel; or
  • undeliverable because the customer supplied an incorrect or incomplete address.

Any refund or reshipment in these circumstances will be considered based on the specific circumstances and applicable law.

Please refer to our Shipping Policy and Terms of Service for additional information regarding shipping and delivery.

7. LOST OR DELAYED ORDERS

Delivery times are estimates and may be affected by circumstances outside our control, including carrier delays, weather or governmental restrictions.

If your order appears to be lost, please contact us so that we can review the tracking information and, where appropriate, raise an enquiry with the carrier.

A delayed shipment does not automatically qualify for a refund.

Where a shipment is confirmed as lost, we may provide a replacement or refund depending on the circumstances, carrier investigation and applicable law.

8. REFUND ABUSE AND FRAUDULENT CLAIMS

We reserve the right to refuse claims where we reasonably believe that:

  • information provided is false or misleading;
  • a claim is fraudulent;
  • supporting evidence has been altered;
  • the same claim has previously been resolved; or
  • our refund process is being abused.

We may restrict or suspend customer accounts in cases of suspected fraud or repeated abuse of our refund procedures.

This does not affect any rights that cannot legally be excluded.

9. CONTACT US

If you have questions regarding a return, refund, cancellation or order issue, please contact:

OLO Pouch Mart

Email: [email protected]

Please include your order number in your message so we can assist you more efficiently.