退款政策

Return & Refund Policy

At SwaynStore, we want every pet parent and their furry friends to love their purchase. If you are not completely satisfied with your order, we are here to help.

Please read our return and refund policy carefully before submitting a request.

1. Return Eligibility

We accept returns within 30 days of delivery.

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, unworn, and in brand-new condition.
  • The original tags, accessories, and packaging must be included.
  • The product must be clean and free from:
    • Pet hair
    • Odors (including perfume, smoke, or other smells)
    • Dirt, stains, or signs of use

For hygiene and safety reasons, used pet products that cannot be resold in new condition may not be accepted.

Items returned without meeting these requirements may be refused or may receive a partial refund.

2. Quality Issues & Damaged Items

If your order arrives damaged, defective, or has a quality issue, please contact us within 30 days of delivery.

Please provide:

  • Your order number
  • Photos or videos showing the issue
  • A brief description of the problem

After reviewing your request, we will provide an appropriate solution, including:

  • Replacement of the defective item
  • Refund
  • Other available solutions depending on the situation

For confirmed quality issues, return shipping costs will be covered by SwaynStore.

3. Returns for Personal Reasons

If you change your mind, select the wrong size, color, or style, we can still accept your return as long as the item meets our return conditions.

Please note:

  • The customer is responsible for return shipping costs.
  • Original shipping fees (if applicable) are non-refundable.
  • Refunds will only be issued after the returned item has been received and inspected.

4. Exchanges

If you need a different size, color, or product variation, please contact us first.

Depending on product availability, we may offer an exchange option.

If the requested replacement item is unavailable, we will provide a refund instead.

5. How to Request a Return

To start a return, please contact us at:

📧 swaynstore@protonmail.com

Please include:

  • Order number
  • Reason for return
  • Photos (if applicable)

We will review your request and provide return instructions.

Please do not send items back before receiving return approval from our team.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the refund approval status.

If approved:

  • Your refund will be processed to your original payment method.
  • Please allow 5–10 business days for the refund to appear, depending on your payment provider.

7. Non-Returnable Items

Certain items may not be eligible for return due to hygiene reasons, including:

  • Used pet clothing
  • Used pet accessories
  • Products showing signs of wear, damage, odor, or pet hair

8. Late or Missing Refunds

If you have not received your refund after the processing period:

  1. Check your bank or payment provider account again.
  2. Contact your payment provider.
  3. If the issue continues, please contact us at:

📧 swaynstore@protonmail.com

We will be happy to assist you.

9. Contact Us

If you have any questions about returns or refunds, please contact:

SwaynStore Customer Support
Email: swaynstore@protonmail.com

We appreciate your trust and are committed to providing a comfortable shopping experience for every pet parent.