Refund policy

RETURN AND REFUND POLICY
Sway Urban
Last updated: 20 September 2026

We want you to love what you wear. If something is not right, this policy explains how returns, exchanges and refunds work at Sway Urban.

1. RETURN WINDOW

You may request a return or exchange within 7 days of delivery. Requests raised after 7 days cannot be accepted.

2. CONDITIONS FOR RETURN

To be eligible, the item must be:
- Unworn, unwashed and unused
- In its original condition with all tags and labels still attached
- Returned in its original packaging, where possible
- Free from stains, odour (including perfume), makeup marks, pet hair and damage

Items that do not meet these conditions will be sent back to you and no refund will be issued.

3. ITEMS WE CANNOT ACCEPT

- Items marked "Final Sale" or "Clearance" on the product page
- Products bought using a heavy promotional discount where stated as non-returnable
- Gift items, mouse pads and other accessories, for hygiene and handling reasons
- Any item damaged due to misuse, improper washing or normal wear after use
- Products without their original tags

4. HOW TO RAISE A RETURN OR EXCHANGE

Step 1: Message us on WhatsApp at +91 96542 93365 or email swayurbanindia@gmail.com within 7 days of delivery.
Step 2: Share your order number, the item you want to return or exchange, and the reason. For damaged, defective or wrong items, please attach clear photographs.
Step 3: Our team will confirm eligibility and share the next steps, including the return address or a reverse pickup, wherever the service is available.
Step 4: Pack the item securely with its tags intact and hand it over as instructed.

Please do not ship anything back before we confirm your request. Unapproved returns cannot be traced or refunded.

5. REVERSE PICKUP AND RETURN SHIPPING

- Reverse pickup is offered where our courier partners service your pincode
- If reverse pickup is unavailable, you may self-ship the item to the address we provide
- For a wrong, damaged or defective item, return shipping is on us
- For a change-of-mind return or a size exchange, return shipping charges may apply and will be communicated before pickup

6. EXCHANGES

Exchanges are offered for a different size of the same product, subject to stock availability. We process one exchange per order. If the size you want is unavailable, we will offer a refund or store credit instead.

7. DAMAGED, DEFECTIVE OR WRONG ITEMS

If your parcel arrives damaged, or you receive a wrong or defective product, contact us within 48 hours of delivery with:
- Your order number
- Photographs of the product and the shipping label
- An unboxing video, if available - this helps us resolve claims faster

We will arrange a replacement or a full refund, including any shipping charges paid.

8. REFUNDS

Once we receive and inspect the returned item, we will notify you of the outcome.

- Approved refunds for prepaid orders are credited to the original payment method
- Refunds for Cash on Delivery orders are transferred to your UPI ID or bank account, which we will request from you
- Refunds are usually initiated within 3 to 5 business days of the return passing inspection
- Depending on your bank or payment provider, the amount may take a further 5 to 7 business days to reflect
- Shipping charges paid on the original order are not refunded, except where the item was wrong, damaged or defective

9. ORDER CANCELLATION

- You may cancel an order any time before it is dispatched by messaging us on WhatsApp or email. A full refund will be issued for prepaid orders.
- Once an order has been dispatched, it cannot be cancelled. You may refuse delivery or raise a return after delivery under this policy.
- We reserve the right to cancel an order as described in our Terms of Service, in which case any amount paid will be refunded in full.

10. PARCELS NOT DELIVERED

If a parcel is returned to us because the address was incomplete, nobody was available after multiple attempts, or a Cash on Delivery order was refused, we will contact you. For prepaid orders we will refund the order value after deducting the shipping cost incurred, or reship at your request with shipping charges payable.

11. CONTACT

Sway Urban
148-B, Udyog Kendra-I, Ecotech-III
Greater Noida (West), Gautam Buddh Nagar
Uttar Pradesh - 201306, India

Email: swayurbanindia@gmail.com
Phone / WhatsApp: +91 96542 93365
Support hours: Monday to Saturday, 10:00 AM to 6:00 PM IST