At OnlySnus, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returning products, requesting refunds and reporting faulty or incorrect items.
1. Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
2. Returning Unwanted Items
If you change your mind, you may return unopened, unused and sealed products within 3 days of receiving your order. Products must be returned in their original condition and packaging. For hygiene and safety reasons, we cannot accept returns of opened nicotine products unless they are faulty.
3. How to Request a Return
Please contact our Customer Support team before returning any items. We may provide instructions on how and where to send your return to ensure it is processed efficiently.
4. Return Postage
Unless the product is faulty, damaged or supplied in error, customers are responsible for the cost of returning unwanted items. We recommend using a tracked delivery service, as we cannot accept responsibility for parcels lost in transit.
5. Faulty, Damaged or Incorrect Products
If you receive a faulty, damaged or incorrect item, please notify us as soon as reasonably possible. Where appropriate, we may request photographs or additional information to help investigate the issue. Depending on the circumstances, we may offer a replacement, exchange or full refund.
6. Refund Process
Once your returned items have been received and inspected, we will notify you of the outcome. Approved refunds will be processed to the original payment method. Processing times may vary depending on your payment provider.
7. Non-Returnable Items
We cannot accept returns for products that have been opened, used, damaged after delivery due to misuse, or returned in an unsaleable condition, unless your statutory rights provide otherwise.
8. Promotional Items
If an order that qualified for a promotional offer is partially returned, we reserve the right to adjust the refund where the promotional conditions are no longer met.
9. Cancellations
If you wish to cancel an order before it has been dispatched, please contact us immediately. Once an order has been dispatched, returns will be handled in accordance with this policy.
10. Contact Us
OnlySnus (DMS Promotions Ltd)
36B Bury Old Road
Whitefield
Manchester
M45 6TF
Website: www.onlysnus.co.uk