Refund policy
At SWATI, your satisfaction and safety are important to us. We want every order to arrive as expected, and we are here to assist if something isn't quite right.
This policy explains how cancellations, returns, refunds, product claims and delivery issues are handled for purchases made directly through swati.com.
1. Order Changes & Cancellations
Our warehouse team works quickly to process and dispatch orders to ensure the fastest possible delivery.
If you need to cancel your order or make a change, including your shipping address or contact details, please contact us immediately at support@swati.com after placing your order.
We will always do our best to accommodate your request. However, once an order has entered processing or has been shipped, we may no longer be able to cancel or modify it.
If the order has already been dispatched, the applicable return process will apply.
2. SWATI 60-Day Return Policy
We offer an extended return window of up to 60 days from delivery for eligible products purchased directly from swati.com.
To request a return, please contact support@swati.com with your order number. Once approved, returned items must reach us within 14 days of receiving return approval.
Eligible Products for Return
For strict hygiene and safety reasons, products must be
- Unused
- Unopened
- Original packaging is unused and sealed
- In a condition suitable for resale
Products Are Not Eligible for Return If Purchased:
- During sales
- At discounted prices
- Using discount codes above 20%
This policy applies only to purchases made directly through SWATI's official website.
If your product was purchased through an authorized retailer, please contact the retailer directly regarding returns.
3. Returns, Refunds & Store Credit
For eligible returns under our return policy, approved returns are generally issued as Store Credit.
How to Return Your Order
- Contact us at support@swati.com with your order number and a clear photo of the product showing that it is in its original packaging, sealed and unopened.
- Receive return approval and instructions from our Customer Success Team before sending your return.
- Complete the Return Form found in your original order confirmation email and place it inside the return package with the product(s). This allows our Returns Team to correctly identify and register your return.
- Pack your return securely, using the original packaging where applicable.
Send your return with tracking and keep your proof of postage until your return has been completed.
Return shipping costs are the customer’s responsibility. For returns, original outbound shipping costs, duties and taxes are non-refundable.
4. Damaged, Defective, Incorrect or Missing Items
We carefully inspect orders before shipment. If you receive a product that is damaged, defective, incorrect or incomplete, please contact us within 48 hours at support@swati.com.
To help us investigate quickly, please provide:
- Order number
- Description of the issue
- Clear photographs of the product and packaging
- Any relevant batch or product information
- Video evidence where it helps demonstrate the issue
For hygiene-sensitive products such as contact lenses, additional information or evidence may be required so our Quality Team can properly investigate the claim.
5. Delivery Issues: Delayed, Lost or Delivered but Not Received
Tracking information may occasionally remain unchanged while a shipment is moving between facilities or countries, undergoing customs processing, or awaiting a carrier scan.
Shipments may occasionally experience delays due to carrier processing, customs clearance, or other circumstances beyond our control.
For lost, missing, or stolen deliveries, a police report or other supporting documentation may be required before a claim can be processed.
Claims are reviewed on a case-by-case basis. If approved, Store Credit equal to the value of the affected products will be issued.
Delivery status is determined based on the tracking information provided by the shipping carrier.
Delayed or No Tracking Movement
If your shipment appears delayed or tracking has not recently updated, please contact support@swati.com so we can review the latest tracking information and advise you on the appropriate next step.
Please allow reasonable transit time before reporting a shipment as lost, as international shipments may experience carrier or customs delays.
If a shipment is confirmed as lost or remains undelivered beyond the applicable delivery period, we will investigate the matter with the carrier and provide the appropriate resolution in accordance with applicable law and the circumstances of the order.
Delivered But Not Received
If your tracking shows that your order has been delivered, but you have not actually received it, please contact us within 48 hours of the shipment being marked as delivered by the courier.
This allows us to promptly open an investigation with the last-mile carrier while the delivery information is still recent.
Before contacting us, please check:
- Your mailbox or usual delivery location
- Reception or building management, where applicable
- Household members
- Any designated safe place
- With neighbours
We will review the available tracking information and, where appropriate, initiate an investigation with the last-mile courier.
Additional supporting documentation may be requested where necessary to complete the investigation.
Once reported, we will review the tracking information and, where appropriate, initiate an investigation with the last-mile courier.
Once reviewed and approved, we will provide a replacement or Store Credit.
6. Unclaimed Packages & Delivery Failures
Customers are responsible for providing accurate delivery and contact information and, where applicable, collecting their shipment within the carrier's stated collection period.
A shipment may be returned to us if:
- It is not collected within the carrier's collection period.
- An incorrect or incomplete address was provided.
- Delivery could not be completed because incorrect contact information was provided.
- The customer otherwise prevents delivery from being completed.
Packages remain available for collection according to the timeframe provided by the delivery carrier, typically up to 14 days.
An order will be treated as a non-redeemed shipment if it is returned to our warehouse because:
- It was not collected within the carrier's collection period.
- An incorrect or incomplete shipping address was provided at checkout.
- Delivery could not be completed due to inaccurate contact information supplied by the customer.
As returned shipments incur handling, processing, and logistics costs, a non-redeemed package fee of 350 SEK per order plus 20 SEK per product will be deducted from any eligible Store Credit.
If the order value is lower than the applicable handling fees, no Store Credit will be issued.
We kindly ask customers to carefully review their shipping and contact details before completing their purchase to help ensure successful delivery.
Store Credit Terms
- Issued in SEK, our base currency.
- Non-transferable.
- Redeemable only on swati.com.
- Valid for 60 days from the date of issue.
- Exchange rates may vary at the time of redemption.
Policy Updates
SWATI reserves the right to amend or update this policy at any time without prior notice. The policy in effect at the time of purchase will apply to your order.
Contact Us
If you have any questions, contact our friendly Customer Success Team at support@swati.com.