Refund Policy

WARRANTY, RETURNS AND PAYMENT REVERSAL POLICY - POUCHERZ

1. Legal Warranty

In accordance with articles 3, 7, 8, 10 and 11 of Law 1480 of 2011 (Consumer Protection Act) and Law 2354 of 2024, Poucherz guarantees that the products sold meet the required quality, suitability and safety standards.

Warranty Term:

Oral nicotine products are consumable products and have a warranty of 24 hours from receipt of the product to report manufacturing defects or products in poor condition.

Products must be within their expiration date at the time of delivery. If a product arrives expired or close to expiring (less than 30 days), the customer may request an exchange or refund.

Note: Some products may have specific warranty terms, which will be indicated in the product description or warranty certificate.

2. Consumable Products

Oral nicotine products are considered consumables. For hygiene and safety reasons, returns or exchanges of opened or used products are not accepted.

Warranty Conditions for Consumables:

  • The warranty for these products is 24 hours after delivery.
  • If a consumable product has manufacturing defects or arrives defective, the user must contact Poucherz through:

After this time, it is considered that the user has received the product in optimal condition and the warranty expires.

3. Warranty Exclusions

The warranty will not apply in the following cases:

  • Improper use or handling contrary to product instructions.
  • Opened, modified or used products.
  • Damage due to improper storage (exposure to extreme temperatures, humidity).
  • Products whose expiration date has expired due to user negligence after delivery.

4. Warranty Claims Procedure

To file a warranty claim, the user must send an email or use our web form. The request must contain:

  • Full name.
  • ID number.
  • Phone and email.
  • Description of the product and the fault presented.
  • Evidence such as photos or videos.

The defective product must be sent or delivered to one of our physical locations (if applicable). The response will be delivered within a maximum period of 15 business days.

5. Right of Withdrawal

Users may exercise the right of withdrawal within five (5) business days after receiving the product. The product must be unused and in original packaging. Return costs are borne by the customer.

Important: The right of withdrawal DOES NOT apply to products that have been opened or whose packaging has been tampered with, for hygiene and health safety reasons.

6. Payment Reversal

Users may request payment reversal in the following cases:

  • The product was not delivered on the agreed date.
  • The product does not correspond to what was ordered or is defective.
  • The user was a victim of fraud.

The request must be submitted within five (5) business days after receiving the product.

To request payment reversal, users must contact us through:

Payment reversal will be processed within a maximum period of 30 calendar days, in accordance with Law 1480 of 2011.

Additional Information

For more information or clarification, contact us:

Thank you for trusting Poucherz!

 

Last updated: February 2025