Política de reembolso
Last updated: 3 November 2026
This policy applies to purchases made by consumers from Cuba Snus at cubasnus.com. Nothing in it limits your mandatory consumer rights.
1. Contact us first
For a withdrawal, a return or a problem with an order, please contact us through our contact page. We reply with the return address and instructions. Returns sent without contacting us first may be delayed, because we may not be able to match them to an order.
2. Right of withdrawal
As a consumer you can withdraw from your purchase within 14 days without giving any reason.
The 14 days start on the day you, or someone you name who is not the carrier, receive the goods. If your order arrives in more than one parcel, they start on the day you receive the last parcel.
To withdraw, tell us clearly within the 14 days, for example through the contact form on our contact page. Please include your order number, your full name, your email address and the products you want to return. You can use the model withdrawal form at the end of this policy, but you do not have to.
3. Sending the goods back
Send the goods back without undue delay and no later than 14 days after the day you told us you are withdrawing. After a change of mind you pay the direct cost of returning the goods. We recommend a tracked service, as the parcel is your responsibility until it reaches us. We do not accept parcels sent cash on delivery or with unpaid postage.
4. Condition of returned goods
Nicotine pouches are sealed goods. For health and hygiene reasons we can only take back cans that are unopened with the seal intact. Opened cans, broken seals and used products cannot be returned after a change of mind.
You may open the outer shipping parcel to check your delivery. Returned products must be in their original condition and fit for resale. If goods have been handled more than needed to check them, you may be responsible for the loss in value. For an opened or unsealed nicotine product this can be its full value.
5. Refunds
If you withdraw from your whole order, we refund the price of the goods and the cost of the cheapest standard delivery offered at checkout. If you chose a more expensive delivery option, we do not refund the difference. If you return only part of an order, we refund the price of the returned goods, and delivery costs only where the law requires it.
We refund using the payment method you used for the order, unless we agree otherwise, and we do not charge a fee for the refund. We may hold back the refund until we have received the goods or you have shown proof that you sent them, whichever comes first. We refund without undue delay and no later than 14 days after you told us you are withdrawing. Your bank or payment provider may need a few more working days to show the money in your account.
6. Faulty, wrong or damaged goods
If something arrives faulty, damaged or wrong, contact us as soon as possible through our contact page and include:
- your order number;
- a short description of the problem;
- photos of the product, the packaging and the shipping label;
- the batch number or best-before date, if relevant.
We put it right in line with your consumer rights, for example with a replacement, a refund or a partial refund. If we need the product back, we pay the reasonable return cost or send you a return label.
A flavour or strength you do not like, or ordering the wrong product, is not a fault. Damage from handling, storage after delivery or misuse is not covered.
7. Exchanges
We do not offer direct exchanges. Return the unopened product under your right of withdrawal and place a new order for the one you want.
8. Refused, uncollected or undeliverable parcels
If a parcel comes back to us because it was refused or not collected, the address was wrong or incomplete, or delivery failed for another reason on your side, we refund the value of the products once they are back with us unopened and fit for resale. Where the law allows, we deduct the original delivery cost and the direct costs of the failed delivery, such as the return freight.
You are responsible for checking that nicotine pouches can be bought, received and used where you live, including local age limits and rules on nicotine products. If a parcel is held, seized or destroyed because of local rules, we may not be able to refund it, unless the law requires us to.
9. Cancelling before dispatch
To cancel an order that has not been dispatched yet, contact us as soon as possible. If it has not been packed, we cancel it and refund you in full. Once it has been dispatched, the normal withdrawal process applies.
10. Complaints
If you are unhappy with a product or with our service, please contact us first so we can try to solve it. If we cannot agree, consumers in the EU can get free advice from the European Consumer Centre in their country.
11. Model withdrawal form
Only fill in and send this form if you want to use it to withdraw from your purchase.
To: Cuba Snus, through the contact form at cubasnus.com/pages/contact
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Name:
Address:
Email:
Date:
Signature (only if this form is sent on paper):
