Refund policy
1. Return Request Period
Eligible return requests should generally be submitted within 14 days after the customer receives the order.
Requests submitted after this period may not qualify for a return unless otherwise required by applicable consumer protection law.
2. Return Eligibility
To qualify for a return, an item should generally:
- be unused;
- remain in its original condition;
- include the original packaging where reasonably possible;
- not have been damaged through improper use or handling after delivery.
Certain products may be excluded from return eligibility because of their nature, hygiene considerations, customization, or other applicable restrictions.
3. How to Request a Return
Before sending an item back, please contact:
Please provide:
- order number;
- product name;
- reason for the return;
- photographs or other supporting information when relevant.
Do not send a return to an address obtained from a third party or from an unrelated source. Our customer service team will provide the applicable return instructions after reviewing the request.
4. Damaged or Incorrect Products
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us promptly.
Photographs of the product, packaging, shipping label, and other relevant information may be requested to help us determine the appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, partial refund, full refund, or another appropriate solution.
5. Refunds
After a return has been approved and any required inspection has been completed, an approved refund will normally be issued to the original payment method.
The time required for the funds to appear in the customer's account may depend on the payment provider or financial institution.
6. Return Shipping
Unless otherwise required by applicable law or agreed upon by Swimbal, return shipping arrangements may depend on the reason for the return.
Where an item is returned because of a customer preference rather than a product issue, the customer may be responsible for applicable return shipping costs.
Where the problem is determined to be caused by an incorrect, damaged, or defective item supplied by us, we will review the appropriate return or refund solution.
7. Exchanges
Where practical, an exchange may be offered for eligible products.
Availability of replacement products may affect whether an exchange can be completed. If a replacement is unavailable, another appropriate resolution may be offered.
8. Order Cancellation
Cancellation requests should be submitted as soon as possible after an order is placed.
Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible. In that situation, the customer may need to follow the applicable return procedure.
9. Non-Returnable Situations
A return may be declined when:
- the return period has expired;
- the product has been materially used or damaged by the customer;
- the product is excluded by applicable return restrictions;
- required information cannot reasonably be verified;
- the return does not comply with the applicable return instructions.
Nothing in this policy limits mandatory consumer rights provided by applicable law.
10. Contact
For return or refund assistance:
Swimbal Customer Support
Email: service@swimbal.com
Please include your order number whenever possible.