Nixtreme soft nicotine pouches are consumable items, sold in sealed bags and are not covered under warranty. The only exceptions are manufacturing faults or shipping errors on our part, in which case NIXTREME will replace them.

Nixtreme reserve the right to change our warranty conditions without notice. Our latest warranty conditions will be displayed on our web site. Nixtreme also reserve the right to refuse items returned to us which do not fulfil our stated requirements.

Please note, warranties are not guarantees and only cover manufacturing faults. Our warranties do not affect your statutory rights.

You should look at Parts 14 to 20 of our Consumer Terms of Sale which detail your rights regarding returns, faulty goods, incorrect delivery and refunds. These are available at https://www.nixtreme.co.uk/terms-of-sale. 

Warrantee exceptions

All warranties outlined above will not be applicable for:

• Failure by you to operate or use the products in accordance with instructions.
• Failure by you to carry out normal maintenance of the products to ensure good working order.
• Any alteration or repair by you or by a third party.
• Fair wear and tear.
• Intentional damage, abnormal storage or working conditions, accident, negligence by you or by any third party.
  

These exceptions do not affect your legal rights in relation to products that are faulty or not as described. Advice about your legal rights in the UK is available from your local Citizens’ Advice Bureau or Trading Standards office. If you are not in the UK you should refer to your rights in the country the goods were shipped to.

Faulty or damaged goods

In the unlikely event that a product we provide is defective you must inform Nixtreme Customer Service team using the contact form on our web site within 30 days of receipt of the goods. Claims made after this time period may not be accepted. Please do not tamper, use or dispose of the goods before reporting the issue, as we may require batch numbers, photographic evidence and/or request that the item is returned to Nixtreme.

On receipt of defective goods, we will test and inspect the product to validate the claim. If the item is found to be defective, we will offer you a refund or replacement within 14 days. All refunds will be processed using the same payment method used when placing the original order. If the product is no longer available, we will issue a refund including your delivery charge, or exchange for an alternative product of your choice. If the chosen exchange product is not of the same value as the original we will ask you to pay the difference or credit the difference if the cost is less.

If the goods are deemed not to be defective or damage is caused by misuse, accidental damage or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred returning the goods to us. 

Returns and refunds

We are not responsible for items that get lost or damaged in transit. We recommend sending returns via a recorded delivery method, insured for the full value of goods, ensuring the correct postage amount is paid.

Returns must be received within 14 working days of contacting our Customer Service team. If an item is not returned within this time frame, we may not be able to accept it.

Once we have received the returned item, we will fully test it to validate the fault. Please allow up to 5 working days for it to be checked and the replacement dispatched, or credit issued.

Please ensure all returned items are packaged securely and sent to the address below, with a printed copy of your invoice. 

Address for returns

Nixtreme Customer Service Department
Mellennium, 3 Humber Rd, London NW2 6DW.

 

RAN form

Auto generated return date

Name

Order number

Telephone number

Description of fault or damage

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