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Shipping & Returns

Refund and Returns Policy

Effective Date: June 01, 2026

This Refund and Returns Policy applies to all wholesale purchases made through institutional.shftholdings.com (the “Site”), operated by SHFT Holdings Enterprises, LLC (“SHFT Holdings,” “we,” “us,” or “our”). This Policy is incorporated into and forms part of our Terms and Conditions. By placing an order through the Site, you agree to be bound by this Policy.

1. All Sales Final

Due to the regulated nature of tobacco-derived nicotine products, all sales are final.

We do not accept returns or issue refunds based upon:
• Overstock or excess inventory;
• Slow sell-through;
• Buyer ordering errors;
• Changes in purchasing decisions;
• Changes in institutional demand;
• Loss of licensure;
• Product expiration occurring after delivery;
• Inventory shrinkage;
• Theft or diversion; or
• Any circumstance outside the control of SHFT Holdings.


The only exceptions to this Policy are those expressly described in Sections 3, 4, 6A, and 8 below.
For purposes of this Policy, a “unit” means one (1) retail can of SHFT Nicotine Pouches. Unless otherwise specified, each log contains five (5) retail cans.

2. Inspection and Claim Window

Purchasers are responsible for inspecting every shipment immediately upon receipt.
Claims for damaged merchandise, shortages, shipping discrepancies, or incorrect products must be submitted in writing to info@shftholdings.com within five (5) business days after delivery.
Claims submitted after this period may be denied.


Each claim must include:
• Purchase Order or Order Number;
• Invoice Number (if available);
• Description of the issue;
• Quantity affected;
• Photographs of damaged products;
• Photographs of shipping cartons and packaging (when applicable); and
• Any other documentation reasonably requested by SHFT Holdings.


Facilities should verify quantities against the packing slip and invoice before placing inventory into storage or commissary distribution.


Acceptance of a shipment without notation of visible shortages or damage constitutes prima facie evidence that the shipment was received in good order.
SHFT Holdings reserves the right to request carrier documentation, receiving logs, inventory records, or other supporting documentation before approving any claim.

3. Damaged Products

If Products arrive damaged during transit, SHFT Holdings may, at its sole discretion:

  • Replace the affected Products;
  • Issue an account credit; or
  • Issue a refund for the affected Products.

Visible transit damage should be noted on the carrier’s delivery receipt at the time of delivery whenever possible.

Damage resulting from improper handling, storage, environmental exposure, misuse, abuse, or other causes occurring after delivery is not eligible for replacement, refund, or credit.

SHFT Holdings reserves the right to inspect damaged Products or require their return before approving any claim.

Products shall not be destroyed without prior written authorization unless required by law or a governmental authority.

4. Shipping Errors, Shortages, and Incorrect Items

If SHFT Holdings ships incorrect Products, incorrect quantities, or Products not ordered by the purchaser, SHFT Holdings will, at its option:

  • Ship replacement Products;
  • Ship missing Products;
  • Issue an account credit;
  • Issue a refund; or
  • Arrange return of incorrectly shipped Products at SHFT Holdings’ expense.

Incorrectly shipped Products must remain unopened and in their original condition pending written instructions from SHFT Holdings.

Products may not be sold, distributed, or destroyed without prior written authorization.

4A. Theft, Diversion, Inventory Shrinkage, and Post-Delivery Loss

Title to and risk of loss pass to the purchaser upon delivery and acceptance of the shipment, unless otherwise provided in the applicable purchase agreement.

After delivery acceptance, SHFT Holdings shall not be responsible for losses resulting from:

  • Employee theft;
  • Inmate theft;
  • Diversion;
  • Inventory shrinkage;
  • Internal inventory discrepancies;
  • Miscounts;
  • Unauthorized distribution;
  • Missing cartons, logs, or cans discovered after acceptance; or
  • Any other post-delivery inventory loss.

No refund, replacement, or account credit will be issued for Products reported missing after delivery acceptance unless SHFT Holdings determines that the shortage resulted from its own shipping error or a documented carrier loss.

Purchasers are solely responsible for maintaining adequate inventory controls and security procedures after accepting delivery.

5. Return Authorization Required

No Products may be returned without a Return Merchandise Authorization (“RMA”) issued by SHFT Holdings.

To request an RMA, contact:

info@shftholdings.com

Include:

  • Order Number;
  • Invoice Number;
  • Description of the claim;
  • Quantity involved;
  • Supporting photographs; and
  • Requested remedy.

Returned Products must be shipped strictly in accordance with the RMA instructions.

Unauthorized returns may be refused, destroyed, or returned to sender without credit.

6. Condition of Returned Products

Unless Products arrived damaged during shipment, returned Products must:

  • Be unopened;
  • Be unused;
  • Remain in original packaging;
  • Retain all required health warnings;
  • Retain all regulatory labeling;
  • Retain legible lot numbers; and
  • Retain legible expiration dates.

Products that have been opened, relabeled, repackaged, altered, price-marked over required labeling, or otherwise modified are not eligible for replacement, refund, or credit.

6A. Expired Merchandise

SHFT Holdings does not accept returns of Products that expire while in the purchaser’s possession.

Purchasers are responsible for maintaining proper inventory management practices, including First-In, First-Out (FIFO) inventory rotation.

Replacement or credit for expired Products will only be considered when:

  • Products were expired upon delivery;
  • Products were shipped with insufficient remaining shelf life contrary to the applicable purchase agreement; or
  • SHFT Holdings expressly authorizes the return in writing.

7. Product Recalls and Regulatory Actions

If Products become subject to a recall, market withdrawal, or governmental regulatory action, SHFT Holdings will provide written instructions regarding segregation, return, destruction, replacement, or credit as appropriate.

Nothing in this Policy limits any rights or obligations imposed by applicable law.

8. Order Cancellations

Orders may be cancelled without charge before shipment by contacting info@shftholdings.com.

Once an order has shipped, it may not be cancelled.

Refused shipments, except those refused because of documented transit damage, remain the financial responsibility of the purchaser.

Purchasers shall also be responsible for any freight, return freight, handling charges, or other costs incurred by SHFT Holdings resulting from an improper refusal.

9. Refunds and Credits

Approved refunds will be issued to the original payment method unless the parties mutually agree to an account credit.

Refunds are generally processed within ten (10) business days following claim approval or receipt and verification of returned Products, whichever is later.

Shipping charges are refundable only when the claim results from:

  • SHFT Holdings’ shipping error; or
  • Transit damage affecting the entire shipment.

9A. Fraudulent or Unsupported Claims

SHFT Holdings reserves the right to deny any claim that cannot be reasonably substantiated.

Submission of fraudulent, misleading, inaccurate, or unsupported claims may result in:

  • Denial of the claim;
  • Suspension of future shipments;
  • Cancellation of purchasing privileges;
  • Recovery of damages; and
  • Any other remedies available under applicable law.

10. Limitation of Liability

To the fullest extent permitted by applicable law, SHFT Holdings’ total liability arising from any claim relating to Products shall not exceed the purchase price of the affected Products.

SHFT Holdings shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to:

  • Lost profits;
  • Lost business opportunities;
  • Business interruption;
  • Inventory shrinkage;
  • Theft;
  • Diversion;
  • Internal inventory losses;
  • Administrative costs; or
  • Institutional operating expenses.

11. Government Purchasers

Where Products are purchased by or on behalf of a federal, state, county, municipal, or other governmental entity, and applicable procurement laws or contractual provisions require inspection, return, or refund procedures different from those contained herein, the applicable procurement contract shall control solely to the extent of the conflict.

12. Changes to This Policy

SHFT Holdings may amend this Policy from time to time.

The version in effect on the date an order is placed governs that order.

13. Contact

Claims, RMA requests, and questions regarding this Policy should be directed to:

SHFT Holdings Enterprises, LLC
Attn: Customer Service
2000 Glades Road, Suite 200
Boca Raton, FL 33431

Phone: +1 (561) 388-9946

Email: info@shftholdings.com

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