Refund Policy

Refund eligibility depends on the status of your order, the reason for the request and the applicable return, exchange or cancellation conditions. Each request may be reviewed before a refund is approved.

If an eligible prepaid order is successfully cancelled before fulfilment or shipment has progressed beyond the cancellation stage, any applicable amount paid for that order will be refunded.

Once an order has progressed beyond the available cancellation stage, cancellation may no longer be possible.

Where eligible, a size exchange is available one time for the same product in another available size or eligible variant.

The product must be unused, unwashed and returned in its original condition with all original tags attached.

Size exchange requests are subject to product availability and eligibility checks.

If you receive a damaged or defective product, the claim should be submitted within 24 hours of confirmed delivery.

A continuous, uncut unboxing video is required. The video should begin by clearly showing the fully sealed parcel and shipping label and continue through opening the parcel until the product is completely removed and the reported issue is clearly visible.

Supporting photographs may also be required. Submitting the required evidence does not automatically mean that a claim will be approved. Each claim is reviewed before a replacement, refund or other resolution is confirmed.

Products submitted for an eligible return or exchange must be unused, unwashed and in their original condition with the original tags attached. Products that do not meet the applicable eligibility conditions may not be accepted.

Where a refund is approved for a prepaid order, it will normally be initiated through the original payment method used for the order, unless another method is required or agreed in the particular case.

Once an approved refund has been initiated by Swagzy, the time taken for the amount to appear in your account may depend on your bank, card issuer, payment provider or other financial institution.

Swagzy does not control processing delays that occur after the refund has been successfully initiated with the relevant payment provider.

If payment is received for an order that cannot be fulfilled due to stock availability, technical issues, payment verification or other operational reasons, any applicable refund will be processed after the order is cancelled or otherwise confirmed as refundable.

Eligible requests can be started through the Returns & Exchange section or the relevant order details in your Swagzy account.