Refund policy

Refund policy

Return & Refund Policy

Last Updated: May 2026

At SZN LABS, we want you to be fully satisfied with your functional pouches. Because we are based in Sweden and ship within Europe, our return policies strictly adhere to European Union (EU) Consumer Rights Directives and the Swedish Consumer Sales Act (Konsumentköplagen).

Please read the following carefully to understand your rights and our requirements for returns, refunds, and complaints.

1. The 14-Day Right of Withdrawal

Under EU consumer protection laws, you have the right to cancel your purchase and return your order within 14 days of receiving the goods, without having to provide any specific reason.

The 14-day withdrawal period begins on the day you, or a third party designated by you (other than the carrier), take physical possession of the package.

2. Exceptions to the Right of Withdrawal (Hygiene & Consumables)

Because SZN functional pouches are consumable items intended for oral use, they are classified as hygiene products.

For health and safety reasons, the 14-day right of withdrawal is completely voided if the protective seal on the product has been broken or tampered with. * To be eligible for a return under the 14-day rule, the cans/rolls must be unopened, unused, and in their original, undamaged packaging.

  • We cannot, under any circumstances, accept returns or offer refunds for individual cans where the seal has been broken, even if the pouches themselves have not been used.

3. How to Initiate a Return

If your product is unopened and you wish to exercise your right of withdrawal within the 14-day window, please follow these steps:

  1. Contact Us First: Email our customer support team at hello@sznpouches.com with your Order Number and a statement that you wish to return your unopened items.

  2. Receive Instructions: Our team will review your request and provide you with the exact return address and instructions on how to securely package the items.

  3. Ship the Items: You must send the goods back to us without undue delay, and in any event no later than 14 days from the day you notified us of your cancellation.

4. Return Shipping Costs

  • Customer Responsibility: If you are returning an item simply because you changed your mind (exercising your right of withdrawal), you are responsible for covering the cost of return shipping. * We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and SZN LABS is not liable for return packages lost in transit.

5. Refunds

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund based on the condition of the seal and packaging.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days of us receiving the returned goods.

  • Standard Shipping Refunded: We will refund the full cost of the returned items, including the original standard delivery cost. (If you chose an express or non-standard delivery method at checkout, we will only refund the equivalent of our cheapest standard delivery option, as per EU law).

  • Rejected Returns: If the returned items are opened or damaged, we reserve the right to refuse the refund. The items can be destroyed for hygiene reasons or sent back to you at your own expense.

6. Claims, Defective Goods, and Complaints (Reklamation)

We stand by the quality of our Swedish-made functional pouches. Under EU law and the Swedish Consumer Sales Act, you have the right to complain about original defects in a product.

  • Reporting a Defect: If you receive a product that is damaged, defective, or incorrect (e.g., wrong flavor sent), you must report this to us within a "reasonable time" after discovering the defect (normally within 2 months of discovery).

  • Do Not Throw the Product Away: Please retain the defective product and its packaging. Email our support team immediately at [Insert Support Email] with your order number, a description of the problem, and clear photos showing the defect.

  • Resolution: If the claim is approved, SZN LABS will cover all return shipping costs for the defective item. We will offer to send you a replacement product free of charge or provide a full refund.

7. Uncollected Packages

As outlined in our Shipping Policy, packages that are returned to us because they were not collected from the designated pick-up point within the carrier's timeframe (usually 7-14 days) are not considered a standard exercise of the right of withdrawal.

  • For uncollected packages, we will process a refund minus an administrative handling and return shipping fee of €10 / 100 SEK.

8. Contact Us

If you have any questions about this Return Policy or need help with a return, please contact us:

  • Email: hello@sznpouches.com

  • Address for Returns: Selected 3PL Nordic AB Skåpvägen 3 556 52 Jönköping, Sweden. (Note: Please do not send returns to this address without first contacting customer service!).