Shipping, Returns & Refunds Policy
At Puxx Pouches, we value our customers and want to make sure your experience is smooth and transparent. Please read our policies carefully before placing an order.
Shipping & Delivery
Retail Customers
Processing Time
Orders are processed within 1–2 business days after payment confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.
Delivery Time
Standard delivery: 2–5 business days.
Express shipping (if available): 1–2 business days.
- International delivery: Varies depending on destination and courier services.
Shipping Costs
Calculated at checkout based on weight, destination, and shipping method.
Free shipping may be available for promotional campaigns or minimum spend offers.
Tracking Information
A tracking number will be sent via email once your order has shipped.
Wholesale Customers
Processing Time
Orders are dispatched within 2–4 business days after payment (unless consignment terms apply).
Bulk/special orders may require additional lead time.
Delivery Time
Wholesale delivery: 3–7 business days.
International wholesale delivery: 5–14 business days, subject to courier and customs clearance.
Shipping Costs
Determined based on order size, weight, and delivery location.
Customers may also use their own freight/logistics providers upon request.
General Shipping Terms
Address Accuracy: Customers are responsible for providing accurate delivery details. We are not liable for delays/losses due to incorrect addresses.
Delivery Confirmation: Once a shipment is marked “Delivered” by the courier, we cannot be held responsible for missing packages.
Customs & Duties: International customers are responsible for import duties, taxes, and regulations.
Delays: While we work with trusted couriers, we are not liable for delays caused by external factors (weather, strikes, customs, etc.).
Returns & Refunds
Retail Customers
Returns & Refunds
Returns accepted within 7 days of receiving your order.
Products must be unopened and in original packaging.
If part of a pack is opened (e.g., 1 tin out of 4), the remaining unopened tins may still be refunded.
Refund methods: store credit or bank transfer.
Exchanges
Exchanges allowed within 14 days of delivery.
Only unopened products are eligible.
One exchange per item only – subsequent requests are not permitted.
Return Shipping Costs
Responsibility depends on the reason for return.
We may cover return costs for defective/damaged items.
Wholesale Customers
Returns & Refunds
Returns accepted within 14 days of delivery (unless otherwise agreed in writing).
Items must be unopened and in original packaging.
Consignment items follow their agreed timeline.
Refund methods: store credit, bank transfer, or cash, depending on the situation.
Exchanges
Allowed for up to 30 days on unopened products.
Opened items are non-refundable and non-exchangeable.
Return Shipping Costs
Determined case by case, depending on the reason for return.
Wholesale Payment Terms
For discounted wholesale rates, full payment must be made upfront before shipment.
Consignment order terms vary and will be confirmed with your representative.
Lost or Damaged Shipments
We are responsible for lost shipments only if there is no valid proof of delivery.
If tracking shows “Delivered,” we cannot be held liable.
Damaged items reported within 48 hours of receipt (with photo evidence) may be exchanged within the allowed period.
Defective/Damaged Product Returns
All defective/damaged returns must be shipped back to us.
Once verified, we will issue a refund or replacement via bank transfer, store credit, or cash (depending on the situation).
✉️ Questions?
If you have any questions regarding this policy, please contact us:
Puxx Pouches
📍 1077, Kingsbury Road, Birmingham, United Kingdom, B35 6AJ
📧 info@puxxpouches.com
📞 +44 7599 707070