Refund and Returns Policy
Overview
Thank you for shopping at our site. We understand that sometimes you may need to return a product, and we are here to make that process as smooth as possible. Please read the following terms carefully to understand our policies for refunds, returns, and exchanges.
Return Policy
We offer a 7-day return policy. This means you have 7 days from the date you receive your item to request a return. To qualify for a return, the item must be in the same condition as received, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.
To initiate a return, please contact us at info@schwanero.com. If your return is accepted, we will provide you with a return shipping address and instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted. For any return-related questions, feel free to contact us at info@schwanero.com.
Eligibility for Refund or Exchange
A refund or exchange will be approved if:
- The item has arrived damaged or defective (proof required)
- We have shipped the wrong size
- We have shipped the wrong products
- The item is lost in transit
Unfortunately, we cannot accept returns on:
- Sale/promotion items or gift cards
- Customized products or made-to-size products
We cannot refund you if:
- You have ordered the wrong size/colour/model, as all products are sourced exclusively for you upon placing an order, therefore, they are not refundable
- You have received your order and changed your mind
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as custom products (special orders or personalized items). We do not accept returns if you have ordered the wrong size as we provide consultation for sizing matters. Please contact us if you have questions or concerns about your specific item.
Exchanges
Exchanging an item is a straightforward process. If you have received an item that is damaged, defective, or incorrect, we are here to help you exchange it. Please follow these steps:
- Contact Us: Reach out to us at info@schwanero.com and inform us about the matter and your desire to exchange the item.
- Request the Exchange: Clearly state the reason for the exchange, as mentioned in the ‘Eligibility for Refund or Exchange’ section, and specify the correct item you would like instead.
- Send Your Return: Once we confirm your exchange request, send the item back to us. Please note that you should only send your item back after we have accepted your exchange request.
- Inspection: We will inspect the returned item to ensure it is eligible for an exchange.
- Shipping the Exchange: Once the returned item passes inspection, we will ship the agreed-upon exchange item to you and send you the new tracking details.
Please note that exchanges are only available for reasons listed in the ‘Eligibility for Refund or Exchange’ section. The item you are returning must meet all the criteria listed in the ‘Return Policy’ section.
Refunds
Once we receive and inspect your return, we will notify you of the status of your refund. If approved, you will be automatically refunded on your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
We ensure that all products sent back to us are in the original conditions in which they were dispatched. We may charge up to a 10% restock fee if the product is returned in the same condition and up to a 50% restock fee if returned in different conditions.
Contact Us
All return requests can be submitted via email at info@schwanero.com.
