Refund & Return Policy

Applicability

This Refund & Return Policy applies to all purchases made through the Swoovio online store (website or app) and is governed by the UAE Federal Consumer Protection Law and applicable e-commerce regulations.

Return & Refund Eligibility

Return Window

Customers may request a return and refund within 7 days from the date of delivery of the product.

Eligible Returns

You may return a product within the return period if it meets all of the following conditions:

The item is unused, unworn, and in original condition.
All original tags, labels, and packaging are intact.
You present the order invoice, order number, or proof of purchase.
The item is not listed as a non-returnable product

Refund Process

Refund Method: Refunds will be issued using the same payment method used at the time of purchase (credit/debit card, bank transfer, etc.).
Timing: Once your return is received and inspected, refunds are typically processed within 7–15 business days.
Inspection: All returned items are subject to inspection to confirm compliance with the return conditions.

Non-Returnable Items

The following products cannot be returned unless they are defective or incorrect:

Hygiene-sensitive items (e.g., underwear, swimwear, body-contact accessories).
Customized or personalized products that are made to order.
Products with broken seals or packaging that cannot be resold.
Items clearly marked as non-returnable at the time of purchase.

Return Steps

Contact Customer Support within the return window via email or through the contact form: support@swoovio.com
Provide your order number and reason for return.
Follow the return instructions provided by our support team.
Ship the product back securely with all original packaging.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Partial Refunds

A partial refund may be issued if:

The returned item shows signs of use beyond basic try-on.
Accessories, tags, or packaging are missing.
The value of the item has diminished due to handling beyond what is necessary to inspect it.

Refund Exceptions

Delivery Charges: Delivery fees may not be refundable unless the full order is returned due to a defective item or a mistake on our part.
Late Returns: Items returned after the 7-day return window will not be eligible for a refund.

Consumer Protection Rights

Under UAE law, customers have the legal right to a refund, repair, or replacement if the product is defective, incorrect, or not as described. This refund policy does not limit consumer rights as provided by the applicable UAE laws.

Need help?

Email: info@swoovio.com
WhatsApp/Phone: +971 528 927 527
Office Address: Shams Business Center, Sharjah Media City Free Zone, Al Messaned, Sharjah, UAE