Order Cancellation & Returns

Wolfhound Order Cancellation & Returns Policy

Effective Date: August 11, 2025

Please read this Order Cancellation & Returns Policy (“Policy”) carefully before making a purchase. By placing an order with Ecotine Brands Limited, trading as Wolfhound (“we”, “us”, “our”), you agree to be bound by this Policy, which forms part of our Terms and Conditions of Sale.

This Policy explains your rights to cancel or return products purchased from us, in compliance with the EU Consumer Rights Directive, UK Consumer Contracts Regulations, and other applicable consumer protection laws. It includes details of your statutory "cooling-off" rights, product-specific restrictions, and the procedures you must follow to request a return or refund.

Wolfhound oral nicotine products are only available to customers aged 18 or over (or the minimum legal age for purchasing nicotine products in your country of residence). If you are under this age, you must not purchase from us.

1. Right to Cancel (Cooling-off Period)

If you are an EU or UK consumer, you have a statutory right to cancel your purchase within 14 days of receiving your order without giving any reason. This period begins on the day after you (or someone you nominate) receives the goods.

To exercise this right, you must notify us of your decision to cancel before the 14-day period expires. You can use the model cancellation form provided in Section 9 when contacting us by email or post.

 

2. Exceptions to the Right to Cancel

For hygiene and safety reasons, we cannot accept returns or cancellations for oral nicotine pouches once the seal has been broken after delivery, unless the goods are defective or not as described.

This means your cancellation right does not apply to:

• Any nicotine pouch products where the tamper seal is broken
• Products made to your specifications or personalised for you
• Any other items that are not suitable for return for health or hygiene reasons once unsealed

3. Non-returnable Items

We reserve the right to refuse returns of products that do not meet our return conditions. Unapproved returns may be rejected or subject to additional handling fees.

 

4. How to Cancel

To cancel your order within the cooling-off period, please email: returns@wolfhoundpouches.ie and include the details listed in the “Model Cancellation Form” section below.

5. Returning Products After Cancellation

If you cancel, you must return the goods to us without undue delay and within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the goods unless the goods are faulty or not as described.

All return packages must be:

• In original, resalable condition
• Properly sealed and tracked to avoid issues in transit
• Returned at your cost unless the product was faulty or incorrectly supplied

Please note: Return address will be shared only upon Return Authorization. We will not accept unauthorized returns.

6. Refunds

If you cancel your purchase within the permitted period, we will refund:

• The price you paid for the goods
• The standard delivery cost (if applicable)
  
  

We will make the refund without undue delay, and not later than:

• 14 days after we receive the returned goods,
• or 14 days after you provide evidence of having sent the goods back, whichever is sooner.

Refunds will be made using the same payment method you used for the original transaction.

7. Faulty, Damaged or Incorrect Goods

If the product you receive is faulty, damaged, or not as described, please contact us within 30 days of delivery. We will arrange for a replacement or refund, and we will cover the return shipping cost.

8. Third-Party Carrier Delays or Losses

If the return relates to a third-party carrier delay or loss, a claim will be submitted by our logistics

partner on your behalf. Resolution time may depend on their findings. No refund will be processed until the claim is resolved.

9. Model Cancellation Form

Complete and email this form to returns@wolfhoundpouches.ie only if you wish to cancel your order.

I hereby give notice that I withdraw from my contract of sale of the following goods:

10. Governing Law

This Policy is governed by Irish law, and disputes will be subject to the jurisdiction of the Irish courts, unless mandatory consumer protection laws in your country of residence apply.

 

Last updated: August 11, 2025