Return & Refunds

Right of Withdrawal & Return Conditions


Right of Withdrawal for Consumers


(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or profession.)


You have the right to withdraw from this contract within 30 days without giving any reason.


The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods, provided you ordered one or more goods under a single order and these are delivered together,


or from the day on which you or a third party named by you, who is not the carrier, took possession of the last good, provided you ordered multiple goods under a single order and they are delivered separately.


To exercise your right of withdrawal, you must inform us (info@theswivy.com) of your decision by means of a clear statement (e.g., via email or letter). You may use our sample withdrawal form for this purpose, but it is not mandatory. If you make use of this option, you will receive immediate confirmation of the receipt of your withdrawal. To meet the withdrawal deadline, it is sufficient to send the notification before the withdrawal period expires.


Returns & Exchanges


To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.


To process your return, we require a receipt or proof of purchase.


We only replace items if they are defective and the defect is reported within 7 days of purchase. Please send proof (e.g., photo or video) of the damaged item to our returns & exchange center so our team can assess the issue.


If our technician determines that the damage was caused by misuse, an exchange is not possible. However, if the item arrived defective, you may request an exchange for the same product.


Please email us at info@theswivy.com to receive return authorization and the return shipping address.


Return Shipping Costs


If you wish to return an item, please contact our support team (info@theswivy.com) to receive authorization and the correct return address.


Return Shipping Fees


You are responsible for paying your own return shipping costs. Shipping fees are non-refundable. If you receive a refund, the cost of return shipping and a restocking fee of 20% of the purchase price will be deducted.


If you are returning an item worth over €75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.


Refunds


If you return a Swivy product, you will receive a partial refund, minus shipping costs, a 20% restocking fee, or up to a 50% rejection fee by the shipping carrier—whichever is greater.


Late or Missing Refunds


If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us at info@theswivy.com.


Cancellations


Orders can be canceled free of charge within a short time window after purchase. If this time window has passed, a 20% restocking fee will be deducted from the refund. If the order has already shipped, the return and refund policy above applies.


Exclusions & Limitations of the Right of Withdrawal


The right of withdrawal does not apply to:

 

  • Custom or personalized products made at the request of the customer

  • Sealed hygiene products if the seal has been removed

  • Goods that are not suitable for return for health or hygiene reasons

  • Items that were inseparably mixed with other products after delivery

 


If you are unsure whether your item qualifies for a return or refund, please contact us at info@theswivy.com.


Return Address:

Intersection of Shugang Avenue and Qunying Road

Jiaojiang District, Taizhou City, Zhejiang Province

2nd Floor, Dongying Trade Building 2

Post code: 318099

China

 

 

Sample Withdrawal Form


(If you wish to withdraw from the contract, you may use the following form. Fill it out and send it to the email address or postal address listed above.)


Note: Returns must include a return slip and be sent to the specified return address.

 

  • I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods ()/the provision of the following service ()

  • Ordered on ()/received on ()

  • Name of consumer(s)

  • Address of consumer(s)

  • Signature of consumer(s) (only if notified on paper)

  • Date

 


(*) Delete as appropriate.