Returns & Refunds

Changed your mind? (14-day cooling-off)

You have 14 days from the day you receive your order to tell us that you wish to cancel. Email support@vimstop.co.uk with your order number. You can use this model wording: "I hereby give notice that I cancel my contract for the following goods: (items), ordered on (date), received on (date), name, address."

You then have a further 14 days to send the items back to:

VimStop, 169 Chester Road, Northwich, CW8 4AG

• Unopened, sealed tins only. Tins must be unopened, with the seal intact and in resaleable condition.
• Opened tins cannot be returned. Nicotine pouches are sealed goods that are not suitable for return for health protection and hygiene reasons once the seal has been broken. This does not affect your rights if the goods are faulty.
• Return costs: you pay the cost of returning items you have changed your mind about. We recommend a tracked service, because items are your responsibility until they reach us.

Faulty, damaged or wrong items

If your item arrives faulty, damaged or incorrect, contact us within 30 days of delivery with your order number and a photo. We will:

• arrange a replacement or a full refund, as you prefer
• cover the cost of returning the item, or tell you that you do not need to send it back

This applies even if you have opened the tin.

Lost parcels

If your order has not arrived, contact us. We will investigate with Evri.

Refunds

• Timing: we refund you within 14 days of receiving the returned goods, or of you providing evidence that you have sent them back, whichever is earlier.
• Payment method: refunds go back to your original payment method.
• What we refund for a change-of-mind cancellation of a whole order: the price of the goods and the standard delivery charge you paid.
• Partial cancellations: delivery is refunded only where required.
• Deductions: we may reduce your refund if goods have been handled more than was necessary.
• Multi-buy orders: if you return part of a multi-buy order, we refund the price you actually paid for each tin returned.