Refund & Claims Policy

NicoExport supplies nicotine pouches exclusively to business customers. Due to the nature of our products and the requirements surrounding product integrity, storage, traceability, and resale, all purchases are considered B2B wholesale transactions and are subject to the terms below.

This policy applies to claims, damaged goods, incorrect deliveries, shortages, and return requests relating to orders placed with NicoExport.

Returns

NicoExport does not generally accept returns of correctly supplied products.

Once products have been dispatched, we cannot accept returns based on:

• Change of mind
• Lower-than-expected resale demand
• Incorrect purchasing decisions
• Customer overstock
• Products or flavours selling slower than expected
• The customer's inability to import, distribute, or resell the products in their intended market

Customers are responsible for reviewing product specifications, quantities, nicotine strengths, and destination-market requirements before confirming an order.

Order Cancellations

If you wish to cancel an order, please contact NicoExport as soon as possible.

Cancellation may be possible if the order has not yet entered fulfilment or been booked for transportation.

Once an order has been prepared, packed, palletized, handed over to a carrier, or dispatched, cancellation may no longer be possible.

Any costs already incurred in connection with a customer-requested cancellation may be deducted from an approved refund or charged separately.

Damaged Goods

Customers should inspect their shipment promptly upon delivery.

If products arrive visibly damaged, the customer must notify NicoExport within 5 business days of delivery.

To allow us to investigate the claim, we may request:

• Photographs of the damaged products
• Photographs of the outer shipping packaging
• Photographs of the pallet or cartons as received
• Shipping labels
• The relevant invoice or order reference
• Details regarding the quantity of affected products

Customers should retain damaged products and their original packaging until the claim has been reviewed.

Products related to an active claim should not be destroyed or disposed of without confirmation from NicoExport.

Incorrect Products or Quantities

If an order contains incorrect products or quantities, the customer must report the discrepancy within 5 business days of delivery.

The claim should clearly identify what was ordered, what was received, and the quantity affected.

Once the claim has been verified, NicoExport will determine an appropriate solution based on the circumstances.

This may include replacement products, a credit, adjustment against a future order, or another commercially reasonable solution.

Missing Goods

If cartons or products are missing from a shipment, the customer should report the shortage within 5 business days of delivery.

NicoExport may review warehouse records, packing documentation, shipment weight, carrier information, and other available evidence when investigating the claim.

Where the shortage is confirmed to have occurred before risk transferred to the buyer, NicoExport will provide an appropriate remedy.

Transport Damage

Where goods are transported under CPT (Carriage Paid To) or another agreed Incoterm, responsibility and risk are determined according to the applicable agreed delivery terms.

Customers should inspect pallets and cartons for visible transport damage when receiving the shipment.

Where possible, visible damage should be documented with the carrier at the time of delivery and clearly noted on the delivery documentation before acceptance.

Customers should photograph any visible damage before opening or moving the affected shipment where reasonably possible.

NicoExport will assist with relevant carrier documentation and claims where appropriate, but the allocation of risk remains subject to the agreed Incoterm.

Defective Products

If a customer believes products are defective or have a manufacturing-related issue, the matter should be reported to NicoExport as soon as reasonably possible after discovery.

The customer should provide sufficient information to identify and investigate the affected products, which may include:

• Product name and flavour
• Quantity affected
• Batch or production information
• Photographs or videos
• Description of the suspected defect

Depending on the nature of the issue, NicoExport may coordinate with the relevant supplier or manufacturer as part of the investigation.

A reported issue does not automatically qualify for a refund or replacement. Each claim is assessed individually based on the available evidence and circumstances.

Customs & Import-Related Issues

Refunds are not normally provided where a shipment is delayed, rejected, returned, confiscated, or otherwise affected because the customer has failed to meet the import or regulatory requirements of the destination country.

As a B2B customer, the buyer is responsible for confirming that the products ordered may legally be imported, distributed, marketed, and resold in the intended destination.

The buyer is also responsible for applicable customs procedures, import permits, product registrations, local taxes, duties, and regulatory requirements unless otherwise agreed in writing.

Any costs arising from customs actions, return freight, storage, destruction, or other import-related procedures may remain the responsibility of the buyer where permitted by applicable law and the agreed Incoterm.

Approved Refunds

Where NicoExport approves a monetary refund, the refund will generally be made using the original payment method or by bank transfer to an account belonging to the purchasing business.

Any applicable transaction costs, banking fees, or currency conversion differences may be considered when processing the refund.

Processing times may vary depending on the payment method and financial institution.

Where appropriate, NicoExport and the customer may agree to issue a credit note or account credit instead of a monetary refund.

Claim Review

Submitting a claim does not automatically guarantee compensation, replacement, credit, or refund.

Each claim is reviewed individually based on the nature of the issue, supporting evidence, agreed shipping terms, and relevant order documentation.

NicoExport reserves the right to reject claims that:

• Are submitted outside the applicable reporting period without reasonable justification
• Cannot be sufficiently verified
• Result from improper storage or handling after delivery
• Result from circumstances for which the buyer carries the risk under the agreed Incoterm
• Result from the customer's failure to comply with applicable import or regulatory requirements

Nothing in this policy limits any rights or obligations that cannot legally be excluded under applicable law.

Contacting NicoExport About a Claim

To submit a claim, contact NicoExport and include your company name, invoice or order reference, description of the issue, quantity affected, and supporting photographs or documentation.

Providing complete information when submitting a claim allows us to investigate the matter more efficiently.