REFUND POLICY

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return. Please note that we do not accept refunds for change of mind or other situations where the purchase decision was the customer's choice, except for pre-orders. If your pre-ordered item has not yet been shipped, you may request a cancellation and receive a full refund. Refunds are otherwise granted only in cases where the NRG Pouches team is at fault, such as shipping incorrect or defective items.

To qualify for a return, your item must be in the same condition as when you received it—unused and in its original packaging. Please also provide the receipt or proof of purchase.

To initiate a return, please fill out our contact form, which is our preferred method of communication. Alternatively, you can email us at admin@nrgpouches.com. Returns should be sent to the following address: Suite 118, 10 Albert Ave, Broadbeach QLD 4218.

If your return is accepted, we'll send you a return shipping label along with instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

For any return questions, feel free to reach out by filling out the contact form or emailing us at admin@nrgpouches.com.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to assess the issue and make it right. Mistakes do happen, and we apologize for any inconvenience caused.

Exchanges

Exchanges can only be made before orders are shipped. If you wish to exchange an item, please contact us as soon as possible by filling out the contact form or emailing us at admin@nrgpouches.com. Once your exchange request is accepted, you can request a different product by contacting support.

Refunds

After receiving and inspecting your return, we'll notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please remember it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us by filling out the contact form or emailing us at admin@nrgpouches.com.

Pre-Orders

Customers who have placed pre-orders are eligible for a refund provided that their order has not yet been shipped. You can request a cancellation and full refund at any time before shipment by filling out the contact form or emailing us at admin@nrgpouches.com.