Returns and Refunds Policy

StopNicotine

Effective from: July 1st, 2026

1. Scope and Principles

This Returns and Refunds Policy applies to all orders placed with StopNicotine via our website, or third party platforms such as Google Shopping, Shopify's Shop app, etc. and sets out the terms and conditions for returns, cancellations and refunds.

This policy supplements, and does not limit, your statutory consumer rights under EU law. The version of this policy valid at the time of purchase applies to all orders.

2. Right of withdrawal under EU consumer law

In accordance with the EU Consumer Protection Directive, you have the right to withdraw from your order within fourteen (14) days without giving any reason. The withdrawal period begins on the day after you receive the goods. Notice of withdrawal must be given in writing before the end of the withdrawal period.

Acceptable methods of communication:

• Email: info@stop-nicotine.com
• Phone: +31 085 06 06 702 (All languages)
• WhatsApp: +31 085 06 06 702 (All languages)
• In writing by post to: StopNicotine, Oder 20 C7479, 2491DC The Hague, NL

The following details are required:

• Full name
• Order number
• Date of order
• Items to be returned
• Condition of the goods (sealed or opened)

Goods returned to us without prior notification will not be accepted and will be returned at the sender’s expense.

3. Conditions for returns

Goods in a sealed, unopened condition are eligible for a full refund within the withdrawal period.

The following conditions must be met:

• The seal is intact and undamaged
• The original packaging is undamaged
• All labels are still attached
• The product shows no signs of use
• The proof of purchase or order confirmation is provided

For sealed products, StopNicotine will cover the return costs within the European Union up to an amount of ten euros (10.00 EUR) upon presentation of proof of payment.

Opened or partially used products

For reasons of hygiene and quality assurance, opened or partially used filter products cannot be returned. This corresponds to the exception for hygiene products under Article 16(e) of Directive 2011/83/EU.

The customer may keep the opened product. A return is not required. In such cases, StopNicotine offers alternative solutions:

• Store credit for alternative smoking cessation products from our range
• Personal advice on selecting a more suitable method
• Individual arrangements in consultation with our customer service team

To make use of the alternative solutions set out in this clause, the customer must contact our customer service team and provide their order number along with a brief description of the situation.

4. Returns Procedure

The return must be notified in writing within the fourteen-day withdrawal period. StopNicotine will confirm receipt of the notification within twenty-four (24) hours on working days.

Upon confirmation, you will receive:

• A return confirmation with a reference number
• Return instructions
• The return address

Once authorisation has been granted, you have five (5) working days to return the goods. All authorised returns must be sent exclusively to the following address: StopNicotine. Oder 20 2491DC The Hague, NL

Packaging and dispatch

The goods must be adequately packaged to prevent damage in transit. We recommend using the original packaging. The order number must be included with the parcel (printed or handwritten). We recommend using a delivery service that offers tracking. The customer bears the risk of dispatch until the goods arrive at StopNicotine.

Reimbursement of return costs

For sealed products, StopNicotine will reimburse return costs up to an amount of ten euros (10.00 EUR) within the European Union. Reimbursement will be made upon presentation of the original shipping receipt or equivalent proof of payment via email to info@stop-nicotine.com 

The refund of return postage costs will be made together with the product refund in accordance with clause 5.

5. Refund procedure

Upon receipt of the returned goods, StopNicotine will carry out an inspection within one to two (1–2) working days.

The inspection checks:

• Whether the product is sealed and unopened
• Whether the original packaging is undamaged
• Whether all components are present
• Whether the conditions set out have been met
  

The customer will be informed of the result of the inspection by email.

Approval and processing of the refund

If the inspection is successful, the refund will be processed within five (5) working days of approval. The refund will be issued via the original payment method. The customer will receive a confirmation email containing a transaction reference number.

The full purchase price of the returned product will be refunded.

Original delivery charges:

If delivery charges were included in the product price: full refund. If delivery charges were shown and charged separately: no refund, as these costs were paid directly to the delivery provider. Return delivery charges are the customers responsibility, but in case of sealed packages are refunded in accordance to the previously mentioned clause.