The Pouches Direct Satisfaction Guarantee

Our promise

We hold every brand we carry to one published standard before it ever reaches you. This guarantee is the other half of that: if a pouch you bought from Pouches Direct isn't right for you, tell us — and we'll make it right with a full refund.

You don't have to prove you were wronged. If it didn't work for you, that's reason enough.

What's covered

The guarantee applies to products bought directly on PouchesDirect.com, within 30 days of delivery. Reasons that qualify include:

• It didn't deliver the effect you were after.

• The flavor, feel, or mouthfeel wasn't right for you.

• It arrived damaged, or something about the quality was off.

• It wasn't what you expected from the listing.

You do not need to ship anything back. A few photos and a short description are all we ask.

What you'll receive

If your claim is approved, we'll issue a full refund back to the method of payment that was used originally.

How to file a claim

Send us three things:

1. Your order number (on your confirmation email and in your account).

2. Photos — the product, the pouch or tin, and anything that shows the issue.

3. The details — a sentence or two on what went wrong.

Send us an email support@pouchesdirect.com or submit through contact page: pouchesdirect.com/pages/contact 

What happens next

• We review your claim within [5–7] business days.

• If we need more detail, we'll reach out — and we'll tell you exactly what we need and why.

• Once approved, your refund is issued within [10] business days and sent to the email on your order.

The limits:

• One remedy per order. 

• Direct purchases only. The guarantee covers orders placed on PouchesDirect.com. Products bought from another retailer are that retailer's responsibility.

• We may decline claims that appear to abuse the guarantee program — and if we do, we'll tell you the reason.