Thank you for shopping with Swaye. We want you to be fully satisfied with your purchase. This Refund & Return Policy explains your rights and responsibilities when returning items purchased from swaye.co.uk.

We comply with all UK consumer rights laws, including the Consumer Contracts Regulations (2013).

1. Eligibility for Returns

You have the right to return most items within 14 days of receiving your order.

To qualify for a return:
• The item must be unused
• The product must be in original packaging
• You must notify us in writing within 14 days of delivery
• The item must be returned within 14 days after notifying us

Email returns to: info@swaye.co.uk

2. Items That Cannot Be Returned

For hygiene, safety, and customisation reasons, the following items are non-returnable unless faulty:
• Mattresses that have been opened or slept on
• Custom-made or made-to-order furniture
• Items assembled by the customer
• Items damaged due to misuse or incorrect assembly
• Products not in original packaging (unless faulty)

If you are unsure whether your product is eligible, email us before returning it.

3. Change of Mind Returns (NonFaulty Items)

If you change your mind:
• You must contact us within 14 days of receiving your order
• The item must be unused, unassembled, and in original packaging
• You are responsible for return shipping costs
• For large furniture, courier collection fees may apply (these will be outlined before collection is arranged)

We cannot accept returns for products that have been used, assembled, or removed from original packaging unless faulty.

4. Faulty or Damaged Items

If your order arrives damaged or has a manufacturing fault:

You must report it within 48 hours

Send the following to info@swaye.co.uk:
• Order number
• Photos/videos clearly showing the issue
• Description of the fault or damage

We will arrange one of the following depending on the case:
• Replacement part
• Product repair
• Full replacement
• Refund

We may arrange collection of the faulty item if needed.

5. Delivery Issues

If an item cannot be delivered due to:
• Incorrect address
• No one being available
• Restricted access (e.g., narrow stairs/doorway)

A redelivery fee may apply.
Assembly fees are non-refundable once the service has been completed.

6. Cancellations

Before Dispatch

You may cancel your order before it has been dispatched for a full refund.

After Dispatch

Once your order has shipped:
• Return shipping costs apply unless the item is faulty
• You must return the item unused and in original packaging

Made-to-order items may not be eligible for cancellation once production has started.

7. Refund Processing Time

Once we receive your returned item and inspect it, refunds will be issued within:
3–10 working days
(depending on your payment provider)

Refunds will be returned to the original payment method only.

8. Exchanges

You may request an exchange within the same 14-day return window as long as:
• The product is unused
• In original packaging
• Eligible for returns

If the replacement item is a different price, you will be refunded or charged the difference.

9. Return Shipping Costs

Return costs vary depending on the size and weight of the item.

Typical costs:
• Small items: Customer arranges their own shipping
• Large furniture: We will quote you a courier collection fee before proceeding

Return fees are waived only if the item is faulty or sent in error.

10. Contact Us

For returns, refunds, or support, contact us:

📧 info@swaye.co.uk
📍 Headlands Works, Headlands Road, Liversedge, WF15 7NT
🌐 https://swaye.co.uk