Returns and Refund Policy

Our Commitment
We are dedicated to providing high-quality caffeine pouches to our customers. This Return and Refund Policy outlines your rights under New Zealand law and our business terms. Please read it carefully before making a purchase.

1. Faulty or Incorrect Goods (Consumer Guarantees Act)
Under the Consumer Guarantees Act (CGA), you are entitled to a remedy if your caffeine pouches:

If there’s a minor issue (e.g., a small packaging defect that doesn’t affect use), we may choose to:

  • Replace the product, or
  • Refund you in full.

For significant issues (e.g., product is unsafe or unusable), you may choose between:

  • A replacement, or
  • A full refund.

To claim a remedy:

  • Contact us within 14 days of receiving your order at hello@pouch.co.nz
  • Provide proof of purchase (e.g., order number) and evidence of the issue (e.g., photos).
  • Return the product in its original condition, unused (except to identify the fault), with all packaging.

We will assess your claim within 7 business days. If approved, replacements or refunds will be processed within 14 business days. You are responsible for return shipping costs unless the fault is our error (e.g., wrong item sent).

2. Change of Mind Returns
We are not legally required to offer refunds or exchanges for change-of-mind purchases, and as a general rule, we do not accept them. Once you’ve placed an order and it’s been dispatched, it’s yours. We will not refund or replace if you don't like the taste.

We reserve the right to refuse change-of-mind returns for any reason.

3. Non-Returnable Items
The following are not eligible for return or refund under any circumstances (unless faulty):

  • Opened or used pouches (beyond checking for faults).
  • Products damaged after delivery due to misuse or neglect.
  • Items returned without prior approval from us.

4. How to Return a Product

  • Email us at hello@pouch.co.nz with your order number and reason for return.
  • If approved, we’ll provide a return address. Do not ship anything back without our approval.
  • Pack the item securely and include a copy of your order confirmation.
  • We recommend using tracked shipping—we’re not responsible for items lost in transit.

5. Refunds
If a refund is approved:

  • It will be issued to your original payment method.
  • Processing takes up to 14 business days after we receive the returned item.
  • Original shipping fees are non-refundable unless we made an error.

6. Contact Us
For questions or to initiate a return, reach out at hello@pouch.co.nz. We’ll respond within 3 business days.

Questions and Answers

Q: Can I return my caffeine pouches if I don’t like the taste?
A: No. Taste preference is a change-of-mind issue, not a fault. We don’t accept returns or offer refunds for this unless the product is defective (e.g., contaminated or spoiled). At our discretion, we might offer a replacement if the product is unopened and returned within 7 days, but you’ll pay return shipping.

Q: Do I get a refund if I ordered the wrong flavour by mistake?
A: No. Ordering the wrong item isn’t our error, so we’re not required to refund you. We might agree to a replacement at our discretion if the product is unopened and returned within 7 days, but you’ll cover shipping costs.

Q: What if my package never arrives?
A: If it’s lost in transit, contact us within 14 days of the expected delivery date. We’ll investigate with the carrier. If it’s a carrier issue, we’ll file a claim, but no guarantees—we’re not liable for lost mail beyond our control.

Q: Can I return a half-used tin if I don’t like it?
A: No. Once pouches are opened or used (beyond checking for faults), they’re non-returnable unless they’re faulty. We can’t resell used products, and change-of-mind doesn’t apply.

Q: Do you refund shipping costs?
A: Only if the issue is our fault (e.g., we sent the wrong item or it’s defective). Otherwise, original and return shipping costs are on you.

Q: How long do I have to return something?
A: For faulty items, notify us within 14 days of receipt. For discretionary change-of-mind returns (if we allow them), it’s 7 days. After that, you’re out of luck.

Q: What if I don’t have the original packaging?
A: We won’t accept the return unless it’s a faulty product and you can still prove the issue. Original packaging is required for change-of-mind replacements.

Energy & Caffeine Pouches

New to Caffeine and Energy Pouches? Start here

1. What are energy / caffeine pouches?

Energy or caffeine pouches are small, discreet pouches placed under the lip, designed to deliver a quick boost of energy through natural caffeine (and sometimes added vitamins, minerals, or nootropics). They are tobacco-free, smoke-free, and spit-free alternatives to energy drinks or coffee.

2. How do they work?

The pouch releases caffeine and other active ingredients through the oral mucosa (the lining of the mouth). This allows for faster absorption compared to drinking coffee or energy drinks, with effects usually felt within 5–10 minutes.

3. What ingredients are used?

Most energy pouches contain:

• Caffeine (usually 50mg–150mg per pouch, depending on brand)

• Plant fibers (to hold the pouch together)

• Natural and artificial flavors

• Sweeteners (sugar-free)

• Sometimes functional additives like B-vitamins, taurine, or L-theanine

(Always check the packaging for exact ingredients.)

5. How do I use them?

1. Place one pouch under your upper lip.

2. Leave it there for 20–40 minutes.

3. Remove and dispose of it after use.

No chewing, no spitting, no swallowing needed.

6. Are they safe?

When consumed responsibly, energy pouches are considered a safe alternative to high-sugar energy drinks. However:

• Do not exceed the recommended daily limit (usually 4–6 pouches per day, depending on strength).

• Not suitable for children, pregnant or breastfeeding women, or individuals sensitive to caffeine.

7. How do they compare to coffee or energy drinks?

• Faster absorption (direct through mouth lining vs. digestion).

• No sugar / no calories (unlike most energy drinks).

• Convenient & discreet (can be used anytime, anywhere).

• Controlled dosage (you know exactly how much caffeine per pouch).

8. Do they contain nicotine or tobacco?

No. Energy / caffeine pouches are 100% tobacco-free and nicotine-free. They are purely for energy and focus.

9. Are they legal?

Yes, in most countries energy pouches are regulated as food or dietary supplements (depending on formulation and caffeine levels). Always check local regulations before purchase.

10. How should I store them?

Keep pouches in a cool, dry place. Reseal the can after opening. Avoid exposing to direct sunlight or heat.

11. Can I combine them with coffee or energy drinks?

It’s possible, but not recommended to exceed 400mg of caffeine per day (the generally accepted safe limit for healthy adults). Combining multiple caffeine sources may lead to jitters, anxiety, or sleep issues.