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Pouch Haus
Policies

Terms & conditions

Last updated 15 September 2026.

1. About these terms

  • These terms apply when you use pouchhaus.co.uk, create a Pouch Haus account, buy products, use Pouch Pay or start a subscription with Pouch Haus Ltd.
  • Please read them before ordering. By placing an order, you confirm that you accept these terms. If you do not accept them, do not place an order.
  • These terms apply to consumers buying for personal use. If you are purchasing for resale or business purposes, contact us because separate trade terms may apply.
  • Our Privacy Policy and Cookie Policy explain how we handle personal information and online tracking. Our Returns Policy provides practical return instructions and forms part of these terms.

2. Age restriction and account eligibility

  • You must be at least 18 years old to browse age-restricted areas, create an account or order nicotine products. By ordering, you confirm that you are 18 or over and are buying for yourself or another adult.
  • We may verify your age when you register, order, pay or receive a delivery. You must provide accurate information and cooperate with reasonable checks. The courier may require valid photographic identification and may refuse to hand over a parcel if age cannot be confirmed.
  • You must not buy nicotine products for anyone under 18. We may refuse, cancel or refund an order, suspend an account or report suspected unlawful activity where age or identity checks fail.
  • Keep your sign-in and verification codes secure. You are responsible for activity on your account unless it results from our failure to use reasonable care and skill. Tell us promptly if you believe your account has been misused.

3. Product information and responsible use

  • We take reasonable care to describe products accurately. Packaging, colour and images may vary, and manufacturers may update ingredients or designs. Always read the label and warnings on the product you receive before use.
  • Nicotine is addictive. Our products are intended only for adult nicotine users and are not recommended for non-users, pregnant or breastfeeding people, or anyone advised to avoid nicotine. Seek medical advice if you are unsure whether a product is suitable for you.
  • Strength information is normally shown as milligrams per pouch or another unit stated on the product page. Check the selected strength and pack size before adding an item to your basket.
  • Nothing on our website is medical advice, and no product is intended to diagnose, treat, cure or prevent disease. Use products only as directed and keep them away from children and animals.

4. Orders and when a contract is formed

  • Your basket and order submission are offers to buy. An order acknowledgement confirms receipt but does not mean we have accepted your order.
  • A binding contract is formed only when we send a despatch confirmation for the relevant products. If products are despatched separately, a separate contract is formed for each despatch.
  • We may reject or cancel an order before despatch because an item is unavailable, payment or age verification fails, delivery is not available to the address, purchase limits are exceeded, fraud is suspected, or a clear pricing or description error has occurred.
  • If we cancel after taking payment, we will refund the affected amount to the original payment method or, where you expressly agree, provide another suitable remedy. We will not substitute a product without your agreement.
  • Review your order carefully before paying. Contact us promptly if you notice a mistake. We cannot promise to amend an order after warehouse processing has started.

5. Prices, offers and payment

  • Prices are shown in pounds sterling and include VAT where applicable. Delivery charges and the final total are displayed before you confirm payment.
  • Prices, availability and offers may change at any time before you order. A promotion applies only during its stated period and while eligible stock lasts. Unless an offer says otherwise, promotions cannot be combined, exchanged for cash or applied retrospectively.
  • Multi-buy and quantity pricing depend on the eligible products and quantities remaining in the same order. If you change or return part of an order, we may recalculate the promotion and refund the amount actually due.
  • If a price is obviously wrong and could reasonably have been recognised as an error, we may cancel before despatch and refund you. If the correct price is lower, we may charge the lower amount.
  • Payment must be authorised using a method offered at checkout. Card details are entered into secure fields operated by our payment provider. We may use security checks such as 3-D Secure and may delay acceptance while a payment is reviewed.
  • A payment authorisation can temporarily reserve money without completing a charge. If we cannot accept the order, we will release or refund the amount, although your bank or payment provider controls how quickly it becomes available.

6. Pouch Pay

  • Pouch Pay is an account balance that can be used only for eligible purchases from Pouch Haus. It is not a bank account, does not earn interest and cannot be transferred between customers.
  • You must be signed in and have enough available balance to cover a Pouch Pay purchase. You may top up using an available payment method, subject to payment, fraud and age checks.
  • Refunds for purchases paid with Pouch Pay will normally be credited back to the same balance. A card top-up is not itself a product purchase and cannot be withdrawn as cash except where the law requires or we expressly agree.
  • We may correct an incorrect credit, reverse a failed or refunded top-up, or temporarily restrict a balance while suspected fraud, misuse, a dispute or a technical error is investigated. We will not remove valid funds without a lawful reason.

7. Subscriptions

  • A subscription authorises recurring orders and payment at the frequency, price and delivery terms shown when you subscribe. We will provide the required order and payment information before each renewal where applicable.
  • You can skip, pause or cancel a subscription through your account before the displayed billing cut-off. A change made after payment or warehouse processing begins may apply to the following renewal instead.
  • Subscription prices and product availability can change. We will give reasonable advance notice of a material price increase or other material change and explain how to cancel before it takes effect.
  • If a subscribed product is unavailable, we may delay or skip that order, invite you to select an alternative, or refund the affected amount. We will not send a materially different substitute without your agreement.
  • A subscription may be paused or cancelled if payment repeatedly fails, age eligibility cannot be confirmed, the service is misused, or we stop offering it.

8. Stock and purchase limits

  • Stock information updates regularly but is not guaranteed until despatch. If an item becomes unavailable after payment, we will contact you and refund it or offer an alternative for you to accept.
  • We may apply fair purchase limits to promotional or high-demand products. We may cancel quantities that exceed a stated limit or appear intended for unauthorised resale.

9. Delivery

  • Available services, charges and estimated dates are shown at checkout. Delivery estimates and order cut-off countdowns are not guarantees; delays can arise from verification, payment review, stock, severe weather, public holidays or courier disruption.
  • We currently deliver only to addresses accepted at checkout. You are responsible for providing a complete, accurate and accessible delivery address and for checking any delivery restrictions before ordering.
  • Risk of loss or damage passes to you when the goods are delivered to you or a person you nominate. If you nominate a safe place, neighbour or collection point, risk passes when delivery is completed there according to your instruction.
  • Ownership passes when we have received payment in full. If a parcel is late, missing or damaged, contact us promptly so we can investigate with the courier. Your statutory rights are not affected.
  • If delivery cannot be completed because nobody eligible can accept an age-restricted parcel, the courier may retry or return it. We may deduct reasonable direct redelivery or return costs from a refund where the failure was caused by incorrect information or an unavailable eligible recipient, where the law permits.

10. Cancellation, returns and refunds

  • For most online purchases, you may tell us that you wish to cancel within 14 days after delivery. Contact support@pouchhaus.co.uk with your order number, then return the goods within 14 days after telling us.
  • For health and hygiene reasons, the cancellation right may not apply to sealed goods once their seal or protective packaging has been opened. Unopened products must be returned in their original condition and packaging.
  • Unless an item is faulty, damaged, incorrect or otherwise not as described, you are responsible for the direct cost of return and for taking reasonable care of it. We may reduce a refund for loss in value caused by handling beyond what is reasonably necessary to inspect it.
  • If a product is faulty, damaged, unsafe, incorrect or not as described, contact us promptly with details and, where reasonable, photographs. We will provide the remedy required by the Consumer Rights Act 2015, which may include replacement, repair, price reduction or refund.
  • Eligible refunds include the standard outbound delivery charge where the whole order is cancelled under the statutory cancellation right. Extra delivery cost chosen above our least expensive standard service is not refundable unless the law requires it.
  • We issue refunds without undue delay and normally within 14 days after receiving returned goods or acceptable evidence that they were sent. Your provider may take additional working days to display the money.
  • Nothing in these terms reduces your statutory consumer rights. See our Returns Policy for practical instructions.

11. Website and acceptable use

  • You may use the website only for lawful personal shopping. You must not interfere with security, misuse promotions, scrape the catalogue at scale, attempt unauthorised access, introduce malicious code, impersonate another person or use automated purchasing tools without permission.
  • Product names, logos, photographs, copy and website materials belong to Pouch Haus or their respective owners. You may not reproduce or commercially exploit them without permission, except where the law allows.
  • We may suspend access to maintain or secure the website. We do not promise uninterrupted availability, but this does not affect an order contract already formed or your statutory rights.

12. Our responsibility to you

  • We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. Loss is foreseeable if it was obvious or both sides knew it might happen when the contract was made.
  • We are not responsible for business losses, including loss of profit, revenue, opportunity or goodwill, because we supply products only for private consumer use.
  • Nothing in these terms excludes or limits liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
  • We are not responsible for delay or failure caused by events genuinely outside our reasonable control, but we will take reasonable steps to reduce the effect and will contact you where the delay is significant.

13. Changes, transfer and enforceability

  • The terms in force when you order apply to that order. We may update these terms for future orders to reflect legal, security or service changes, and will publish the revised date above.
  • We may transfer our rights and obligations to another organisation, but this will not reduce your rights. You may transfer your rights only with our written agreement, except that you may transfer a product guarantee where the law allows.
  • Each paragraph operates separately. If a court finds one part unlawful, the remaining terms continue. A delay in enforcing a right does not waive it. Only you and Pouch Haus may enforce these terms, except where the law expressly provides otherwise.

14. Contact, complaints and governing law

  • Questions, cancellation notices and complaints can be sent to support@pouchhaus.co.uk. Include your order number where relevant so we can respond efficiently.
  • We aim to resolve complaints fairly and within a reasonable time. Nothing prevents you from using any independent dispute-resolution or consumer-protection route available by law.
  • These terms and any dispute are governed by the laws of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protections of your home nation and may bring proceedings in the courts available to you under applicable consumer law.