Complaints

Last updated: 2026-01-23

1. General information

Royal Nicotine AB, company registration number 559544-0057 (”RoyalNicotine”), aims to deliver high-quality products. If something is nevertheless wrong with your order, you can make a complaint in accordance with applicable consumer protection law.

This page explains how to make a complaint and which conditions apply.

2. When can you make a complaint?

You can make a complaint about a product if it:

  • is faulty
  • was damaged on delivery
  • is missing from the shipment
  • RoyalNicotine is responsible for original defects in accordance with applicable consumer law.
  • A complaint made within two months of discovering the issue is always considered to have been made in time.

3. How to make a complaint

To make a complaint, contact RoyalNicotine customer service by email and provide the following information:

  • Order number
  • Name and contact details
  • A clear description of the fault
  • Photos of the product and/or packaging showing the issue clearly
  • The more information you provide, the faster we can process the matter.

4. Handling of complaints

Once we have received your complaint, we will review the matter and may request additional information if needed.

We will get back to you as soon as possible. In the event of an approved complaint, RoyalNicotine will primarily offer a replacement product or a refund in accordance with applicable law.

5. Refunds in complaint cases

If a complaint results in a refund, it will be made using the same payment method used for the purchase, normally within 14 days after the complaint has been approved.

6. Returns in complaint cases

If RoyalNicotine asks you to return the complained-about product, RoyalNicotine covers the return shipping cost.

The return is made in accordance with the instructions provided by customer service.

7. Limitations

The right to complain does not apply to faults caused by:

  • normal wear and tear
  • incorrect handling or storage after delivery
  • use of the product contrary to its intended purpose
  • For hygiene and safety reasons, opened or used nicotine products cannot normally be returned unless the fault already existed at the time of delivery.

8. Disputes

If we cannot reach an agreement in a complaint case, you can contact the relevant consumer advice or dispute resolution body for your market.

9. Contact details

If you have any questions about complaints, please contact us:

Royal Nicotine AB
Address: Sunnersberg Lycke 2, 531 98 Lidköping, Sweden
Email: info@royalnicotine.com