Refund policy

JAS SNUS (Pty) Ltd (Registration No. 2025/818033/07) — www.jas-snus.co.za
Last updated: 15/07/2026

1. Overview

Nicotine pouches are a sealed consumable product placed in the mouth. For health and hygiene reasons we do not offer change-of-mind returns or refunds on our products, and no can that has been opened or had its seal broken can be returned or exchanged under any circumstances, unless it is faulty. Where something goes wrong with your order, our remedies are set out below.

2. Parcels that do not arrive

If your parcel is confirmed lost in transit, or is not delivered within a reasonable period after the estimated delivery window and the courier cannot locate it, we will, at your choice, resend your order at no cost or refund it in full to your original payment method.

To claim, contact info@jas-snus.co.za with your order number. Please allow us a reasonable period to investigate with the courier before a refund or resend is processed. This does not apply where a parcel is returned to us because of an incorrect address you supplied or repeated failed delivery attempts; in those cases redelivery is at your cost, or the order is refunded less the original delivery fee.

3. Faulty, damaged or incorrect items

If an item arrives faulty, damaged in transit, expired, or is not what you ordered, we will replace it at no cost to you, provided that:

• you contact info@jas-snus.co.za within 7 days of delivery;
• you provide your order number; and
• you provide sufficient evidence of the problem, such as clear photos or video of the item, its seal, the batch/expiry markings, and the packaging it arrived in.

We may ask for the affected item to be returned to us for inspection before a replacement is sent, in which case we will arrange and pay for the collection. Claims without sufficient evidence, or where the product shows signs of misuse or tampering after delivery, may be declined.

Replacement is our standard remedy for faulty items. Where a replacement is not available, or where the Consumer Protection Act 68 of 2008 entitles you to elect a refund for defective goods and you do so, we will refund the affected item instead.

4. Age verification: cancelled orders

All orders are placed through a customer account. Orders on accounts that have not completed age verification are held and not dispatched; you must log in to your account to complete verification. If verification is not completed within 3 days of the order date, or if verification fails because the customer is under 18, the order is cancelled and refunded in full to the original payment method within 2–10 business days. This is the only circumstance, other than sections 2 and 3 above and our own cancellation of an order before dispatch, in which a refund is issued.

5. Your statutory rights

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 that cannot be excluded by agreement. The exclusion of returns on opened product is applied on health and hygiene grounds as permitted for goods of this nature.

6. How to contact us

Email info@jas-snus.co.za with your order number and the details of the issue. Please do not send anything back to us without contacting us first; unsolicited returns cannot be processed.