Returns & Refunds

Your 14-day right of withdrawal

As a consumer in the European Union you may withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. To exercise this right, inform us clearly by email at returns@pablosnus.eu before the 14-day period expires.

What can be returned

• Cans that are unopened, with the original seal fully intact.
• Items in their original, undamaged packaging.
• Complete rolls or multipacks returned in full.

What cannot be returned

For hygiene, health and safety reasons, the right of withdrawal does not apply to sealed goods that are unsuitable for return once unsealed. This means:

• Cans whose seal has been broken or that have been used.
• Products that have been damaged, defaced or relabelled after delivery.
• Products stored improperly and returned in an unsellable condition.
• Clearance or explicitly marked final-sale items.

Damaged, incorrect or faulty items

If your order arrives damaged, incomplete or incorrect, contact us within 14 days of delivery with your order number and clear photographs of the product and the outer packaging. Once verified, we will send a free replacement or issue a full refund, including original shipping costs. You will not be asked to pay return postage in these cases.

Return shipping costs

Where you return goods simply because you changed your mind, you are responsible for the cost of return shipping. Where the return is due to our error or a defective product, we cover the cost. We recommend using a tracked service, as we cannot process a refund for a parcel that never reaches us.

Refunds

Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods, or of you providing proof of dispatch, whichever is earlier. Depending on your bank or payment provider, it can take a further few business days for the amount to appear on your statement.

The original standard delivery charge is refunded on full-order returns. If you chose an upgraded delivery service, we refund the equivalent standard rate.

Exchanges

We do not process direct exchanges. If you want a different strength or flavour, return the unopened item for a refund and place a new order for the product you want.

Undelivered and refused parcels

If a parcel is returned to us because it was refused, unclaimed or the address was incorrect, we will refund the value of the goods less shipping and any carrier return fees. Where a parcel is seized by customs due to local nicotine restrictions, a refund cannot be issued — please check your national rules before ordering.

Cancelling before dispatch

If your order has not yet been dispatched, email us as quickly as possible and we will cancel it and refund you in full. Once a parcel has left our warehouse, the standard returns process above applies.

Need help?

Email returns@pablosnus.eu with your order number, or use our Contact page. We reply within one business day.