Refund Policy
At SW-SW, we want customers to shop with confidence. This Refund Policy explains how returns, refunds, exchanges, damaged items, incorrect items, and order issues are handled. Please read this policy carefully before placing an order.
Return Eligibility
You may request a return within 90 days after receiving your order, unless a different return period is shown on the product page. To be eligible for a return, the item must be unused, undamaged, and in its original condition with original packaging, tags, accessories, manuals, and any included parts.
Non-Returnable Items
Some items may not be eligible for return due to hygiene, safety, customization, or product-specific reasons. Non-returnable items may include used personal care products, opened beauty items, intimate apparel, customized products, final sale items, digital products, perishable goods, and items marked as non-returnable on the product page.
Return Requests
To request a return, please contact us with your order number, the item you want to return, the reason for the return, and clear photos if the item is damaged, defective, or incorrect. We may ask for additional information to review your request.
Return Approval
Please do not send items back before your return request is approved. Returns sent without approval may not be accepted. Once your return request is reviewed, we will provide return instructions if the item is eligible.
Return Shipping
For an eligible return that is not caused by a damaged, defective, or incorrect item, the customer is responsible for return shipping costs. If an item arrives damaged, is defective, or is not the item ordered, SW-SW is responsible for the return shipping costs. Please contact us before sending an item back so that we can provide return instructions and confirm the shipping arrangements. Free shipping on your original order does not mean that all returns are free. Your rights under applicable consumer law are not affected.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days after delivery. Provide your order number, photos of the item, packaging, shipping label, and a clear description of the issue. After review, we may offer a replacement, refund, partial refund, or another suitable solution.
Refund Processing
We will inspect eligible returned items and initiate any approved refund within 7 calendar days after receiving the return. Refunds are sent to the original payment method. Your payment provider may take additional time to make the funds available.
Partial Refunds
In some cases, only a partial refund may be issued. This may apply when an item is returned used, damaged, missing parts, missing packaging, or not in its original condition for reasons not caused by SW-SW.
Exchanges
Product exchanges may be available depending on product availability. If the same item is not available, we may offer a refund or suggest an alternative product. Exchange requests are reviewed case by case.
Order Cancellations
If you want to cancel an order, please contact us as soon as possible. If the order has not been processed or shipped, cancellation may be possible. Once an order has been packed, shipped, or handed to the carrier, cancellation may no longer be available.
Lost or Delayed Packages
Delivery times may vary due to shipping carriers, customs processing, destination country, weather, holidays, or other factors beyond our control. If your package is significantly delayed or appears lost, please contact us so we can help review the issue with the shipping carrier.
Refunds for Customs, Duties, and Taxes
Customs duties, import taxes, VAT, and other local fees are usually charged by local authorities and may not be refundable by SW-SW. Customers are responsible for understanding import rules and charges in their country or region.
Contact Us
If you have any questions about returns, refunds, exchanges, or damaged items, please contact us at: