Return and Refund

Last Updated: May 2026

At Engu Pouches (engupouches.com), customer satisfaction is our top priority. We stand behind the quality of our directly imported nicotine pouches. To ensure a transparent and stress-free shopping experience across Vietnam (including Ho Chi Minh City, Da Nang, Hoi An, and Hue), we provide a comprehensive Return and Refund Policy.

1. Eligibility Conditions for Returns & Exchanges

We accept returns, replacements, or refunds only for products that meet the following criteria:

  • Manufacturer Defects: Issues originating from the factory, such as torn or broken nicotine pouches inside a sealed can, or severe leaks.

  • Transit Damage: Packages that arrive severely damaged, punctured, or crushed during transit to the extent that it compromises the safety and quality of the pouches.

  • Incorrect Orders: Items delivered do not match your confirmed order description (wrong brand, flavor, nicotine strength, or missing quantities).

⚠️ Important Requirement: We only accept returns for items that are completely unused, untampered, factory-sealed, and in their original retail packaging.

2. Timeframe for Claims

  • All return or exchange requests must be submitted within 24 hours from the exact time the shipping carrier marks your order status as “Delivered Successfully.”

  • Any claims submitted after this 24-hour window will unfortunately not be eligible for processing.

3. How to Submit a Return Claim

To ensure a swift resolution, please follow these simple steps to make a claim:

  • Step 1 (Mandatory): Record a clear, continuous unboxing video from the moment you open the shipping package, along with close-up photos of the damaged or incorrect items.

  • Step 2: Send your unboxing video, photos, and order details to our official customer care channels:

    • Hotline / Zalo / WhatsApp: 088 6767 556

    • Email: engupouches.com@gmail.com

  • Step 3: Our dedicated support team will review your claim and issue an approved resolution within 5 minutes of receiving your details.

4. Refund & Exchange Process

Once your return claim is approved by our team, we offer two flexible solutions:

  • Instant Product Exchange: We will dispatch the correct or replacement product line to your address immediately. Standard delivery timelines apply (HCMC, Da Nang, Hoi An, Hue, or 2-3 working days for other provinces) at zero additional shipping cost to you.

  • 100% Monetary Refund: If the specific item or flavor is out of stock and cannot be replaced, Engu Pouches will process a 100% full refund directly to your bank account within 24 hours.