At MK Pod Plug, we want every order to arrive safely and correctly. Because our products are oral use nicotine pouch products, we must also protect product safety, hygiene and quality standards.
This policy explains when returns, refunds and exchanges are available.
UK customers may request to return an order within 14 days of delivery, provided the product is:
Due to the nature of nicotine pouches and oral use products, we cannot accept returns for any item that has been opened, used, unsealed, tampered with, or where the hygiene seal or original packaging has been broken.
This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.
If your order arrives damaged, faulty, incorrect, or with missing items, please contact us as soon as possible after delivery.
Please email info@mkpodplug.co.uk with:
Where the issue is confirmed, we may offer a replacement, refund, store credit, or another suitable solution depending on the situation.
To request a return, email info@mkpodplug.co.uk within 14 days of delivery.
Please include your order number and reason for return. If your return is approved, we will send you return instructions.
Please do not send items back without contacting us first, as unauthorised returns may not be accepted.
For change of mind returns, the customer is responsible for the cost of return postage.
For damaged, faulty, incorrect, or confirmed order issues, MK Pod Plug will cover the reasonable return postage cost or provide another suitable solution.
Once we receive and inspect the returned items, we will confirm whether the return has been approved.
If approved, refunds will be issued to the original payment method. Please allow time for your bank or payment provider to process the refund.
Returned items must meet the conditions in this policy. If an item is returned opened, used, unsealed, damaged by the customer, or not suitable for resale, we may refuse the refund or deduct an appropriate amount where permitted by law.
You may request to cancel an order before it has been fulfilled or dispatched.
Once an order has been fulfilled, packed, dispatched, or handed to the courier, it may no longer be possible to cancel it. You may still be able to request a return after delivery, provided the items meet the return conditions above.
Our products are intended for adults only. Returns will not be accepted where we reasonably believe the order, delivery, or return request involves misuse, attempted purchase by a minor, fraud, abuse of the returns process, or breach of our age restriction requirements.
This section applies to customers ordering from countries in the European Union.
EU customers may request to cancel and return an order within 14 days, starting from the day the final item in the order is delivered.
If the 14 day period ends on a weekend or public holiday, the return period will be extended to the next working day where applicable.
Returns are accepted only where the product is:
Because nicotine pouches are oral use products, we cannot accept returns once the product has been opened, unsealed, used, or tampered with, for health protection and hygiene reasons.
EU customers may request to cancel an order until the order has been fulfilled.
Once the order has been fulfilled, packed, dispatched, or handed to the courier, cancellation may no longer be possible. After delivery, the customer may still request a return within the 14 day return window, provided the items remain unopened, unused, sealed, and suitable for resale.
If your EU order arrives damaged, faulty, incorrect, or with missing items, please contact us as soon as possible after delivery at info@mkpodplug.co.uk.
Please include:
Where the issue is confirmed, we may offer a replacement, refund, store credit, or another suitable solution depending on the situation.
For change of mind returns, the customer is responsible for the cost of return postage unless stated otherwise.
For damaged, faulty, incorrect, or confirmed order issues, MK Pod Plug will cover the reasonable return postage cost or provide another suitable solution.
Once we receive and inspect the returned items, we will confirm whether the return has been approved.
If approved, refunds will be issued to the original payment method. Returned items must meet the conditions in this policy. If an item is returned opened, used, unsealed, damaged by the customer, or not suitable for resale, we may refuse the refund or deduct an appropriate amount where permitted by law.
For all return, refund, cancellation, damaged item, faulty item, or incorrect order queries, please contact:
info@mkpodplug.co.uk
Please include your order number in your email so we can help you faster.
This policy does not affect your statutory rights.
