Políticas

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 Statute) and Law 2354 of 2024, Poucherz guarantees that the products sold meet the required quality, suitability, and safety standards.

Warranty Period:

Oral nicotine products are consumable products and come with a warranty of 24 hours from receipt of the product to report manufacturing defects or product 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 via:

After this period, 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 inadequate storage (exposure to extreme temperatures, humidity).
  • Products whose expiration date has passed due to user negligence after delivery.

4. Warranty Claim 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 reported defect.
  • Evidence such as photos or videos.

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

5. Right of Withdrawal

The user may exercise the right of withdrawal within five (5) business days following receipt of the product. The product must be unused and in its 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 violated, for reasons of hygiene and health safety.

6. Payment Reversal

The user may request a 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 following receipt of the product.

To request a payment reversal, the user must contact us via:

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

Additional Information

For more information or clarifications, please contact us:

Thank you for trusting Poucherz!


Update date: February 2025