Return & Refund Policy

 

onnicotinedirect.com Return & Refund Policy (Effective 6.16.25) 

Returns may be initiated for the following reasons:

1. Undeliverable or Refused Shipments – The product is undeliverable after three failed delivery attempts or refused due to visible packaging damage or incorrect shipment.
2. Damaged or Incorrect Shipments Identified Post-Delivery – The retailer discovers damage or incorrect products after accepting the shipment and reports the issue within  14 calendar days.
3. Product Quality-Related Concerns – The retailer or their customer identifies a product quality related concern.
4. Special Returns - Helix Innovations reserves the right to request certain product to be returned as a special return initiative. 

General Guidelines
         • Refunds will be issued for eligible returns based on original cost to retailer, with refund notification sent to the retailer via email.
         • Retailers must place replacement orders separately.
         • Helix Innovations will provide free shipping labels for eligible returns.
         • Retailer should email customer care team at onnicotinedirect@altria.com or call 1-855-747-2432 to request a return. 

1. Undeliverable or Refused Shipments
    A shipment is considered undeliverable or refused if:
          • The carrier is unable to deliver after 3 failed attempts.
          • The retailer refuses the shipment due to significant visible packaging damage or an incorrect shipment.
          Process:
                 • The carrier will return the product to Helix Innovations.
                 • A refund will be issued upon receipt of the returned product.
                 • Retailers must place new replacement orders separately.

2. Damaged or Incorrect Shipments Identified Post-Delivery
    If a retailer identifies damaged or incorrect products after accepting a shipment, they must contact the Customer Care Department within 14 calendar days.
    Process:
          • The carrier will return the affected product to Helix Innovations.
          • A refund will be issued upon receipt of the returned product.
          • Retailers must place new replacement orders separately.

3. Product Quality-Related Returns
    If a retailer or their customer has concerns about product quality, they must:
          1. Segregate the affected Helix Innovations product from selling inventory.
          2. Retailer must contact customer care team at onnicotinedirect@altria.com or call 1-855-747-2432 and provide the below information.
          3. If the product qualifies for return, further instructions will be provided.

          Retailer must provide:
                  • Retail account name, address, and phone number
                  • Description of the issue
                  • Affected quantities by SKU
                  • Product UPC barcode number
                  • Additional information upon request

4. Special Returns 
    Helix Innovations reserves the right to request certain product to be returned as a special returns initiative. Any special returns procedures and reimbursement rates will be governed by the terms communicated by Helix Innovations at the time of the initiative.