Terms of Service

1. Introduction

Welcome to Nicotine Pouch Base. These Terms and Conditions explain the rules governing the use of our website and the purchase of products through our online store.

By accessing our website or placing an order, you agree to comply with the applicable provisions of these Terms and Conditions. Please read them carefully before making a purchase.

Nothing in these terms affects your statutory rights as a consumer under UK law.

Throughout this document, references to "we", "us" and "our" mean Nicotine Pouch Base and the legal business operating the website. References to "you" and "your" mean any individual accessing our website or purchasing products from us.

2. Eligibility and Age Restrictions

Nicotine Pouch Base sells nicotine-containing products intended exclusively for adults aged 18 and over who already use nicotine products.

By purchasing nicotine-containing products from our website, you confirm that:

• You are at least 18 years old.
• The information you provide during checkout is accurate and truthful.
• You are purchasing the products for lawful purposes.
• You are not purchasing products on behalf of anyone under the age of 18.

We reserve the right to request proof of age before accepting, processing or completing an order.

Age verification may be carried out using an electronic age-verification service or by requesting appropriate identification. Where applicable, additional identification may be requested before or during delivery.

If we cannot satisfactorily verify your age, we may refuse or cancel your order and issue any refund due.

We also reserve the right to refuse a sale where we reasonably suspect that products are being purchased for someone under the legal age.

Customers must not provide false personal information or attempt to bypass any age-verification measures.

3. Product Information and Descriptions

We make reasonable efforts to ensure that product descriptions, nicotine strengths, flavours, quantities, specifications and images displayed on our website are accurate and up to date.

However, manufacturers may occasionally change product packaging, ingredients, formulations or other specifications without prior notice.

Product images are provided for illustrative purposes. Packaging and labelling may differ slightly from the images shown, particularly where a manufacturer has introduced a revised design.

The nicotine content, flavour and other key characteristics of the product supplied should correspond with the product purchased. If you receive an item that is materially different from its description, please contact us.

We recommend reading the manufacturer's instructions, ingredients and product warnings before use.

If you require clarification about a product before ordering, please contact our customer service team.

4. Product Availability

All products displayed on our website are subject to availability.

Although we make reasonable efforts to keep stock information accurate, occasional discrepancies may occur due to stock movements, technical errors or other circumstances.

Placing an item in your shopping basket does not reserve that item.

If a product becomes unavailable after you have placed an order, we may look to replace it with a suitable replacement based upon your order preferences. If this is not to your satisfaction please contact our support team to get this resolved.

5. Placing an Order

When placing an order through Nicotine Pouch Base, you are responsible for checking that the items, quantities, nicotine strengths and delivery details are correct before completing checkout.

The ordering process generally involves selecting products, reviewing your basket, providing delivery information, choosing a delivery service and completing payment.

Before submitting your order, you will have the opportunity to review the information provided and correct any errors.

Submitting an order constitutes an offer to purchase the selected products.

An automated order acknowledgement confirms that we have received your order. It does not necessarily mean that your order has been accepted.

A binding sales contract is formed when we issue an order acceptance or dispatch confirmation, unless we expressly confirm acceptance earlier.

We reserve the right to reject an order before acceptance where there is a legitimate reason, including:

• An inability to verify the customer's age.
• An unavailable product.
• Incorrect or incomplete delivery details.
• An obvious pricing or product information error.
• Suspected fraud or unauthorised payment activity.
• A legal or regulatory restriction preventing the sale.
• An order containing promotional items or discounts was placed after the promotion expiry date.

If payment has already been taken for an order that we do not accept, we will refund the amount paid.

Once an order has been accepted, it may only be cancelled or changed in accordance with these terms and your statutory rights.

6. Prices and Payment

All prices displayed on our website are in pounds sterling (GBP), unless otherwise stated.

Prices include VAT where applicable. Any delivery charges or other mandatory additional costs will be clearly communicated before you place your order.

We reserve the right to change our product prices at any time. However, changes will not affect orders that have already been accepted, except where an applicable law requires otherwise or the customer agrees to a change.

We accept the payment methods displayed during checkout.

Payment must be authorised before an order can be processed.

We may use third-party payment service providers to securely process transactions. Payment information is handled in accordance with the relevant provider's security requirements and our Privacy Policy.

If payment is declined or cannot be authorised, we may be unable to process your order.

7. Pricing Errors

We take reasonable care to ensure that prices displayed on our website are correct.

Occasionally, however, an administrative or technical error may result in an incorrect price being displayed.

If we identify an obvious pricing error before accepting your order, we may contact you to explain the error and provide the option to purchase the product at the correct price.

You will not be required to proceed with the purchase.

If we cannot contact you or you do not wish to proceed, we may reject the order and refund any payment already received.

Where a binding contract has already been formed, any correction or cancellation will be handled in accordance with applicable contract and consumer law.

8. Delivery and Shipping

We deliver to eligible UK addresses using the delivery services displayed during checkout.

Available delivery options, estimated delivery times and associated charges will be provided before an order is placed.

Delivery estimates are provided in good faith. Actual delivery times may occasionally be affected by circumstances outside our reasonable control, including courier disruption, severe weather, public holidays or exceptional demand.

Unless a different delivery period has been agreed, we will deliver your order without undue delay and within 30 days of the contract being formed.

If delivery is delayed, please contact us so that we can investigate and advise you of your options.

Where delivery is not completed within the agreed or legally required timeframe, you may have the right to set an additional reasonable delivery period or cancel the order, depending on the circumstances.

Nothing in this section limits your statutory rights concerning late or failed delivery.

9. Delivery Addresses and Failed Deliveries

You are responsible for providing accurate and complete delivery information during checkout.

Please check your delivery address carefully before confirming your order.

If you notice an error, contact us as soon as possible. We will make reasonable efforts to correct the details where the order has not already been dispatched.

Once an order has entered the delivery network, amendments may no longer be possible.

If an order is returned to us because of an incorrect address provided by the customer, a failure to collect the parcel or another customer-related delivery issue, we will contact you to discuss the available options.

Any additional delivery charges will be explained before being applied and will only be charged where lawful.

We are not responsible for delays directly caused by incorrect information supplied by the customer, although this does not remove any obligations we have under consumer law.

10. Lost, Missing or Damaged Deliveries

If your order does not arrive, arrives incomplete or is damaged during delivery, please contact our customer service team.

We may ask for relevant information, such as your order number, photographs of damaged packaging or details of missing items, to help us investigate.

Where appropriate, we will contact the delivery provider and arrange a suitable resolution.

For consumer purchases, the risk of accidental loss or damage generally remains with us until the goods come into your physical possession or that of a person you have identified to receive them, subject to applicable legal exceptions.

If goods are lost or damaged before responsibility transfers to you, we will provide the appropriate remedy in accordance with your statutory rights.

We will not require you to resolve a dispute directly with the delivery provider as a condition of exercising your statutory rights against us.

11. Order Cancellation

You may contact us to request cancellation of an order before it has been dispatched.

Where possible, we will cancel the order and arrange a refund.

If the order has already been dispatched, cancellation may need to be handled through the returns process described below.

For most goods purchased online, consumers have a statutory right to cancel without giving a reason within 14 days after the day on which the goods are received.

Where an order contains multiple items delivered separately, the cancellation period will generally run from the day after the final item is received.

To exercise your right to cancel, you must inform us of your decision before the cancellation period expires.

You can do this by contacting us using the details in Section 2 or by using the cancellation form provided at the end of these terms.

You do not have to use the cancellation form, provided your communication clearly explains your decision to cancel.

Certain products may be excluded from the statutory right to cancel, as explained in the following section.

12. Returns and Hygiene Restrictions

Nicotine pouches are products intended for oral use.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory cancellation right may cease to apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

Where this legal exception applies to a product, we cannot accept a change-of-mind return after its relevant hygiene seal has been broken.

For eligible change-of-mind returns, products should be returned in their original condition, with any applicable hygiene seals intact.

You must send the goods back without undue delay and no later than 14 days after informing us of your decision to cancel, unless we have agreed to collect them.

You will be responsible for the direct cost of returning goods under the statutory change-of-mind cancellation right where this was communicated to you before purchase.

You should take reasonable care when packaging returned goods to prevent damage during transit.

We may make a lawful deduction for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the statutory cancellation right remains applicable.

These restrictions do not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet your statutory rights.

Please contact us before returning products so that we can provide the appropriate return instructions.

13. Refunds

Where you exercise a valid statutory cancellation right, we will reimburse the payments required by law, including the cost of our least expensive standard delivery option where applicable.

Additional charges resulting from a more expensive delivery service selected by the customer do not have to be refunded beyond the standard delivery amount.

We will make the refund without undue delay and within the applicable statutory timeframe.

For cancelled goods orders, we may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent them back, whichever is earlier, where permitted by law.

Refunds will ordinarily be issued using the original payment method unless you have expressly agreed otherwise.

We will not impose a fee for issuing a statutory cancellation refund.

Where goods are faulty, incorrect or damaged, refunds and any associated return costs will be handled in accordance with your statutory rights.

14. Faulty, Damaged or Incorrect Products

All goods sold by Nicotine Pouch Base must meet the requirements of applicable UK consumer legislation, including the Consumer Rights Act 2015.

Products must be:

• Of satisfactory quality.
• Fit for their intended purpose.
• As described.

If you receive a faulty, damaged or incorrectly supplied product, please contact us with your order details and a description of the problem.

Photographs may help us investigate the issue, but we will not make the provision of photographs an unreasonable barrier to your statutory rights.

Depending on the circumstances and relevant legal requirements, you may be entitled to a refund, replacement, repair or other appropriate remedy.

Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject goods that do not conform to the contract within 30 days, subject to the Act's conditions.

Additional rights may apply after that period.

We will not exclude or restrict any statutory remedies available to you.

15. Nicotine Product Safety

Nicotine Pouch Base sells products containing nicotine, which is an addictive substance.

Nicotine products are not intended for use by children, non-nicotine users or individuals for whom nicotine use is medically inappropriate.

Customers should read and follow the manufacturer's instructions and safety warnings before using any product.

General precautions include:

• Keeping nicotine products away from children and pets.
• Not swallowing or chewing nicotine pouches.
• Avoiding the simultaneous use of multiple pouches.
• Discontinuing use if significant irritation or adverse symptoms occur.
• Seeking medical advice where appropriate.
• Storing products in accordance with the manufacturer's recommendations.

Nicotine pouch products should not be treated as medicinal products or smoking cessation treatments unless they have the relevant regulatory authorisation.

Information provided on our website is for general product information purposes and does not replace advice from a qualified healthcare professional.

Nothing in these terms excludes liability for injury or harm caused by our negligence, defective products or any other matter for which liability cannot legally be excluded.

16. Product Storage and Handling

Customers should store nicotine pouches according to the instructions provided by the manufacturer.

In general, products should be kept securely in their original packaging, away from excessive heat, moisture and direct sunlight, unless the manufacturer's instructions specify otherwise.

Products should not be used if they show signs of contamination, significant deterioration or damage.

Best-before dates should be checked before use.

Improper storage after delivery may affect product quality. However, this does not remove your rights where a product was faulty, defective or otherwise failed to conform to the contract at the time required by law.

17. Promotions, Discounts and Special Offers

From time to time, we may offer promotions or special pricing on eligible products, where permitted by applicable law.

Any promotion may be subject to additional terms, which will be displayed alongside the offer.

Unless otherwise stated:

• Promotions cannot be exchanged for cash.
• Promotional codes cannot be used after their expiry date.
• Offers may be limited to specified products or categories.
• Promotions may not be combined where this is clearly stated in the offer terms.
• Orders must meet any stated eligibility requirements.

We reserve the right to withdraw or amend promotions where necessary to comply with the law or correct a genuine error.

From 29 October 2026, promotional activity involving nicotine products will also be subject to the restrictions introduced by the Tobacco and Vapes Act 2026, including restrictions on certain free distributions, substantial promotional discounts and coupons.

Nothing in this section allows us to refuse an entitlement that a customer has already acquired under an accepted contract.

18. Customer Accounts

Customers may be able to create an account on our website to manage orders, view purchase history and save relevant details.

You are responsible for ensuring that the information associated with your account is accurate and kept up to date.

You must take reasonable precautions to protect your login details and must not knowingly provide access to anyone who is not authorised to use your account.

If you believe that your account has been accessed without permission, please contact us promptly.

We may suspend or restrict an account where we reasonably believe that it is being used fraudulently, unlawfully or in a way that compromises the security of our website.

Any action taken will be proportionate to the circumstances and will not remove rights relating to purchases already made.

19. Acceptable Website Use

You agree to use the Nicotine Pouch Base website lawfully and responsibly.

You must not:

• Attempt to gain unauthorised access to the website, servers or connected systems.
• Introduce malicious software, viruses or other harmful material.
• Interfere with the normal operation or security of the website.
• Use automated tools in a way that places an unreasonable burden on our systems.
• Submit deliberately false information during registration or checkout.
• Attempt to bypass age verification or other lawful security measures.
• Use the website for fraudulent or otherwise unlawful purposes.

We may take reasonable steps to prevent or investigate misuse, including restricting access where necessary.

20. Intellectual Property

Unless otherwise stated, the content of the Nicotine Pouch Base website, including original text, graphics, layouts, logos and other materials, belongs to us or is used with the permission of the relevant rights holder.

These materials may be protected by copyright, trade mark and other intellectual property laws.

You may access and use the website for personal, lawful purposes.

You must not reproduce, distribute, republish or commercially exploit our original website content without permission, except where allowed by law.

Product names, brand logos and trade marks belonging to manufacturers or other third parties remain the property of their respective owners.

21. Third-Party Websites and Services

Our website may contain links to external websites or use services provided by third parties, including payment processors, delivery providers and age-verification services.

These services may operate under their own terms and privacy policies.

We do not control the content of independent third-party websites and cannot guarantee their availability, accuracy or security.

Links are provided for convenience and do not necessarily constitute an endorsement.

This section does not remove any responsibility we have for third-party services used to fulfil our contractual obligations to customers.

22. Privacy and Personal Data

We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Personal data may be collected and processed for purposes including:

• Creating and managing customer accounts.
• Processing and delivering orders.
• Handling payments and refunds.
• Verifying customer age.
• Preventing fraud and unauthorised transactions.
• Responding to customer enquiries.
• Complying with legal obligations.
• Sending marketing communications where permitted by law.

Further information about how we collect, use, retain and protect personal information, including your data protection rights, is provided in our separate Privacy Policy.

We also provide information about cookies and similar technologies through our Cookie Policy.

23. Marketing Communications

Where permitted by applicable law, we may contact customers with information about our business, products or services.

Marketing communications will be sent in accordance with relevant data protection and electronic marketing requirements.

Where consent is required, we will obtain it before sending marketing communications.

You may withdraw consent or opt out of direct marketing using the methods described in our Privacy Policy or relevant communication.

Opting out of marketing does not prevent us from sending essential messages relating to existing orders, account security or other necessary service matters.

Any marketing of nicotine products remains subject to applicable product-specific advertising and promotional restrictions.

24. Website Availability

We make reasonable efforts to keep our website accessible and functioning correctly.

However, we cannot guarantee that the website will always operate without interruption, technical issues or temporary unavailability.

We may occasionally carry out maintenance, updates or security improvements that affect access to certain features.

We reserve the right to modify or suspend website functionality where reasonably necessary.

Nothing in this section affects our obligations under contracts already formed or any statutory rights available to customers.

25. Limitation of Liability

Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful.

In particular, we do not exclude or restrict liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of statutory consumer rights where liability cannot legally be excluded.
• Defective products where liability arises under applicable product liability law.
• Any other liability that cannot lawfully be excluded or restricted.

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill, subject to applicable law.

A loss is foreseeable where it was an obvious consequence of the breach or was contemplated by both parties when the contract was formed.

We are not generally responsible for losses that were not reasonably foreseeable, or for business losses arising from purchases made wholly for private consumer purposes.

Nothing in these terms limits your right to seek a remedy that is available under applicable consumer law.

26. Events Outside Our Reasonable Control

Occasionally, circumstances outside our reasonable control may affect our ability to fulfil an order or provide a service.

Examples may include severe weather, major transport disruption, significant technical failures, natural disasters or government restrictions.

Where such circumstances occur, we will take reasonable steps to minimise disruption and keep affected customers informed.

We will endeavour to fulfil our obligations as soon as reasonably possible.

Where an event materially affects the performance of a contract, customers may have cancellation or refund rights under applicable law.

Nothing in this section removes those rights.

27. Complaints and Customer Support

We aim to handle customer enquiries and complaints fairly and within a reasonable timeframe.

If you are dissatisfied with an order, product or service, please contact our customer service team.

To help us investigate, please include your order number and a clear description of the issue.

We may request additional relevant information where reasonably necessary.

We will review the complaint and explain the proposed resolution.

If you remain dissatisfied, you may be entitled to seek independent advice or pursue remedies through the relevant consumer protection or legal processes.

Nothing in these terms prevents you from contacting Trading Standards, Citizens Advice or another appropriate authority.

28. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in legislation, business operations, website functionality or other relevant circumstances.

The latest version will be published on our website with an updated revision date.

Changes will generally apply to future use of the website and orders placed after the revised terms take effect.

The terms applicable to an accepted order will not be changed retrospectively without a lawful basis or the customer's agreement.

We recommend reviewing this page periodically.

29. Severability

If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision will be treated as ineffective to the extent required by law.

The remaining provisions will continue to apply where they can operate lawfully and independently.

30. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable in other parts of the United Kingdom.

If you are a consumer living in Scotland or Northern Ireland, you retain any mandatory rights and protections provided by the laws applicable to you.

Nothing in these terms prevents you from bringing proceedings in a court that has jurisdiction under applicable consumer protection law.