Refund policy
REFUNDS AND RETURNS
Returns & Guidelines
All online orders on FULL PRICE items
SWTZ are happy to accept return items within 7 days of receiving your order if they are deemed as acceptable returns in line with the following circumstances:
- The item(s) is returned to us in its original dispatched condition, clean and unworn with tags.
- The item(s) return package contains either a copy of the original order/packing slip or a copy of the return note.
- The item(s) are safely packed to avoid damage in transit and return as received.
Please note we will be unable to process refunds if the above conditions are not met.
We ask you to please keep all proof of postage including receipts until your refund or request has been completed and dealt with.
Refunds and Returns Procedure
Step 1: Email info@swtzofficial.com, stating your order number to notify SWTZ of your intention to return an item.
Step 2: Dubai and Abu Dhabi Orders - Arrange Pick up with Courier. This will cost 35 AED in Dubai and in Abu Dhabi which will be deducted from your refund.
International Returns on orders outside of Dubai and Abu Dhabi - Full cost of courier, collection and return to be covered by the customer.
Step 3: Returned Item(s) Received - We have received your return items and we can confirm they meet all return requirements so we will be issuing your refund accordingly.
International Returns
To return your items we do advise that all customers return their items with tracked and signed for postage. SWTZ are not responsible for returned items that are lost in transit.
If you’re returning a faulty item, please see details under ‘Faulty Item Request & Return.
Please note that all return shipping, postage costs are the responsibility of the customer. This includes postage costs, delivery costs, duties & taxes incurred from wanting to change size, colors, general changing mind on orders or any other reason (other than faulty/damaged goods that are approved by SWTZ team) are the customers responsibility.
Should you refuse delivery of your order or refuse to pay costs due to VAT, Governmental charges, Clearance custom charges or any local required duties or taxes your order will automatically be returned to SWTZ. The cost of the return courier charge is your liability and will be deducted from any refunds or credit notes due pertaining to all other criteria and policies and meeting our our returns policy.
Sale & Discounted Items
Sale & Discounted Items including those using a Promotional Code are FINAL - and are not eligible for returns.
Cash On Delivery
Cash On Delivery (COD):
We do not offer refunds for Cash On Delivery Payments (COD). You will receive either Store Credit or Exchanges for cash on delivery orders.
NOTE: Store Credit is valid for 6 months from the issue date.
Faulty Item Request & Return
Faulty Items will be refunded or replaced once received and inspected, you must contact our customer service team on info@swtzofficial.com with your name, order number, fault, and images of fault to organize your faulty return.
Once returned and the item has been investigated, on confirmation of the fault, we shall reimburse the return cost and item cost or reship replacement if the customer prefers.
Faulty items will not be accepted after 30 days from purchase date.
Refund Process Time & Repayment
Once we have received your returned package, your refund will be issued to the same payment method as the order purchase and we aim to refund within 10 - 45 days, depending on the issuing bank.
Shipping costs will not be refunded unless the item is being returned on a faulty return basis, we will refund original payment in full as long as they the returned goods meet the stated standards. If you’re paying in another currency than AED exchange rate can fluctuate.
Exchanges
We accept requests for exchanges.
SWTZ Official reserves the right to deny a refund if items are returned used, soiled, worn or damaged in any way or have any form of perfumes or scents on the fabric and will be sent back to the customer at their expense.
Any excessive activity with regards to returning or exchanging items will be reviewed by SWTZ Official, and can be refused at our discretion.
NO EXCEPTIONS TO OUR TERMS WILL BE MADE