Returns & Refunds
Here is how Deepkold handles problems with a pouch order. We sell nicotine-free pouches in the United States to adults 21 and over, with payment collected at the time of your order. Pouches go in the mouth, so once a can leaves us we can't take it back or resell it. Instead of a returns program, we cover cans that reach you damaged or faulty.
Last updated: October 2026.
At a glance
- All sales are final. Cans can't be sent back or exchanged because you changed your mind or would rather have a different flavor or strength, even if the can is still sealed.
- Got a crushed, broken, or faulty can? Write to support@deepkoldpouches.com within 3 days of delivery and include your order number plus a photo or video.
- When we've verified it, we put a free replacement can in your next order. This is a replacement, not a refund.
What we don't take back
We don't accept returns or exchanges for change of mind: a flavor that isn't for you, the wrong strength or quantity picked at checkout, or an order you no longer need. Sealed and unopened cans are included in this rule.
What we cover
- Arrived damaged: the can or lid was cracked, crushed, or broken open in transit.
- Faulty: the can won't open or close properly, or the pouches inside are spoiled when you first open it.
Keep the can and its packaging until we've reviewed your message.
Report within 3 days
We need to hear from you within 3 days of the delivery date in your tracking. Reports that come in later fall outside the policy.
What to send us
Email support@deepkoldpouches.com with:
- Your order number and the name or email on the order.
- Which can or cans are affected.
- A sentence or two on what's wrong.
- A photo or short video showing the problem.
There's no need to post anything back. We check your photo or video and answer by email.
Your replacement
After we confirm the issue, a free replacement of the affected can is packed into your next Deepkold order. Damaged or faulty cans are made good with that replacement rather than a refund.
Questions
Not sure if your case qualifies? Email support@deepkoldpouches.com and we'll let you know.