Return and Refund Policy
The goal of our people, processes, and technology at Swagwell is to make each transaction smooth, transparent and without surprise. That’s why every order is fully backed by our Pinky Swear Promise. In the event you are not fully satisfied with your delivered order please review the policies below regarding returns and refunds.
No return of orders will be accepted without prior authorization. Please contact us at (888) 585-7924 to review your order and initiate a claim for return authorization. Upon approval, Swagwell will arrange for pickup, shipment, and return of the goods in question at our expense.
Branded (Customized) Goods:
Except in cases of manufacturing defects and/or material design flaws, goods that have been branded (customized with a logo, text or design) are not returnable. Misprints or product branding errors resulting from a client approved pre-production proof are not available for a refund or return. (See pre-production proofs section below.)
Orders for blank goods (without branding or customization) can be returned within 15 days from the day of receipt. Goods must be in their original packaging and in new, unused and resellable condition. Returns for blank goods will be subject to a restocking fee ranging from 10-20% of the total order amount due to the varying restocking policies of the numerous factories we represent.
Swagwell provides a pre-production artwork proof of each product prior to production to be approved by the client. Omissions, misspellings and other errors in the pre-production proof design that are approved by the client are not subject to a refund or discount once the order is in the production phase. READ AND REVIEW THE DETAILS OF YOUR PRE-PRODUCTION PROOF CAREFULLY!
Once payment and order confirmation have been approved your order will go into the production phase. Cancellation requests for orders in the production phase will not be allowed. In rare instances, we may consider a partial cancellation that is based on the percentage of the goods already customized and ready for shipment.
Time Window for Claims:
All claims or disputes on orders for refund or return must be made within 30 days of receipt.
Shipping Damages and Delays:
Once the ordered goods are in the possession of the agreed upon shipping carrier, Swagwell will be held free and harmless from any claims to goods that are damaged during shipment or delayed due to unforeseen events or circumstances that include but are not limited to weather events, labor shortages or strikes or mechanical issues. All claims for damaged goods during transit must be filed with the shipping carrier. We will provide assistance to help with the filing of your claim if requested.
Defects and Design Flaws:
Claims for return of products with manufacturing defects or design flaws are accepted but may require photo evidence from more than one product prior to returning. Testing multiple products can serve to ensure the issue is not isolated to a rare single instance of the product. This serves to save time and money in the resolution process for both parties.
Return or refund requests for products with poor branding quality (ie: screen print, engraving, debossing, et al) may require photo evidence prior to approval of return. Once provided, all products in question must be returned for review. Only those products that don’t meet the branding quality standards of the factory will be issued a refund or credit. Products that do meet the branding quality standard will be re-shipped to the client at their expense.
All approved refunds will be issued via the same method of payment for the order. Account credits will be considered upon request.
Our charge and mission as a branded goods company is to be Better For Your Brand. If you have questions or concerns about an order or policy please reach out to us at (888) 585-7924 (SWAG) or via email at support_at_swagwell.com.