Return & Refund Policy

Return & Refund Policy

Last Updated: September 23, 2026

Thank you for shopping with SWIITER.

SWIITER is operated by Chengdu Kunju Technology Co., Ltd. We want customers to have a clear and straightforward process when requesting a return, refund, replacement, or order cancellation.

Please review this Return & Refund Policy carefully before making a purchase.

If you have any questions, please contact us at service@swiiter.com.

1. RETURN PERIOD

We accept eligible return requests within 30 days after the date your order is delivered.

To be eligible for consideration, you must contact our customer service team within this 30-day period.

Return requests submitted after the 30-day return period may not be accepted unless otherwise required by applicable law.

2. CONTACT US BEFORE RETURNING AN ITEM

Before sending any product back, you must first contact our customer service team at:

service@swiiter.com

Please include:

  • Your order number

  • Full name

  • Email address used for the order

  • Product you wish to return

  • Reason for the return

  • Photos or videos where relevant

Our customer service team will review your request and provide return instructions if your return is approved.

Please do not send a package back without contacting us first.

Unauthorized returns may not be properly identified, received, or processed and may therefore delay or prevent a refund.

3. RETURN ELIGIBILITY

Unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer protection law, returned products should generally:

  • Be returned within 30 days after delivery

  • Be in unused or appropriate returnable condition

  • Include all original parts and accessories

  • Include original packaging where reasonably possible

  • Include proof of purchase or valid order information

  • Not show damage caused by misuse, improper handling, or unauthorized modification

We reserve the right to inspect returned products before approving a refund.

4. NON-RETURNABLE ITEMS

Certain products may not be eligible for return for hygiene, health, safety, customization, or other reasons.

Depending on the product, non-returnable items may include:

  • Products that have been used beyond what is reasonably necessary to inspect them

  • Products damaged by misuse, negligence, or improper handling

  • Products that have been altered, modified, or repaired without authorization

  • Products missing essential parts or accessories

  • Personalized or customized products

  • Products that cannot reasonably be returned for hygiene or safety reasons after opening or use

  • Gift cards or other non-physical stored-value products, where applicable

Nothing in this section limits any rights you may have under mandatory consumer protection laws.

5. DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged, defective, or materially different from what you ordered, please contact us as soon as possible at:

service@swiiter.com

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos of the product

  • Clear photos of the packaging, where applicable

  • A short video if the issue cannot be clearly shown in photos

Our team will review the information provided.

Depending on the circumstances, we may offer an appropriate solution such as:

  • Replacement

  • Partial refund

  • Full refund

  • Other reasonable resolution

Please do not dispose of the product or packaging before your request has been reviewed unless we instruct you otherwise.

6. WRONG ITEM RECEIVED

If you receive a product that does not match your order, please contact us at:

service@swiiter.com

Please include your order number and clear photos of the product received.

Once the issue has been verified, we will provide an appropriate resolution, which may include replacement or refund.

7. MISSING ITEMS

If part of your order is missing, first check whether your order has been shipped in multiple packages.

Some multi-item orders may be delivered separately.

If all packages have been delivered and an item is still missing, please contact us and provide:

  • Your order number

  • Details of the missing product

  • Photos of the package received where relevant

  • Any available shipping or tracking information

We will review the shipment and assist you accordingly.

8. ORDER CANCELLATIONS

Cancellation requests should be submitted within 48 hours after the order is placed.

To request a cancellation, contact:

service@swiiter.com

Please include:

  • Your order number

  • Full name

  • Email address used for the order

  • Reason for cancellation

We will confirm whether the order is still eligible to be cancelled.

Submitting a cancellation request does not automatically mean the order has been cancelled.

If the order has already entered fulfillment, been handed to a carrier, or been shipped, cancellation may no longer be possible.

In that case, you may need to wait for delivery and follow the applicable return process.

9. ORDER CHANGES

If you need to change your shipping address, product selection, quantity, or other order information, please contact us as soon as possible.

We will try to make the requested change if the order has not yet entered fulfillment.

Once an order has been processed or shipped, changes may no longer be possible.

Customers are responsible for reviewing their order information before completing checkout.

10. RETURN SHIPPING COSTS

Responsibility for return shipping costs depends on the reason for the return.

Defective, Damaged, or Incorrect Products

If the return is caused by a verified defect, shipping damage, or fulfillment error, we will review the circumstances and provide appropriate return instructions.

Where applicable, SWIITER may cover reasonable return shipping costs or provide another suitable resolution.

Change of Mind or Customer Preference

If you are returning an eligible product because you changed your mind, ordered the wrong item, selected the wrong variant, or no longer want the product, return shipping costs may be your responsibility unless otherwise required by applicable law.

Any applicable original shipping charges may be non-refundable.

11. RETURN ADDRESS

Approved returns may be directed to the following registered business and return address:

Chengdu Kunju Technology Co., Ltd.
Room 4, 16th Floor, Building 10,
No. 399, West Section of Fucheng Avenue,
Chengdu High-tech Zone,
China (Sichuan) Pilot Free Trade Zone,
Chengdu, Sichuan Province, China

Important: Do not send a package to this address without first receiving return instructions from our customer service team.

The appropriate return process may depend on your order, product, location, and circumstances.

Packages returned without prior authorization may not be properly identified or processed.

12. RETURN PACKAGING

Customers are responsible for packaging returned products securely.

Where reasonably possible, please use the original product packaging and shipping materials.

We recommend using a trackable shipping service for customer-arranged returns.

SWIITER is not responsible for packages lost or damaged during return transportation where the return shipment was arranged independently by the customer.

Please keep your return tracking information until your return and refund have been completed.

13. RETURN INSPECTION

Once an approved return is received, we may inspect the product to verify:

  • The returned product matches the order

  • The product is in an eligible return condition

  • Required parts and accessories are included

  • The reason for return is consistent with the return request

  • There is no evidence of misuse, excessive wear, unauthorized alteration, or customer-caused damage

After inspection, we will notify you whether your refund has been approved, partially approved, or declined.

14. REFUNDS

If your refund is approved, it will generally be issued to the original payment method used for the purchase.

Refunds cannot normally be redirected to a different card, bank account, or payment method.

The amount refunded will depend on the circumstances of the order and return.

Where applicable, deductions may include:

  • Non-refundable shipping charges

  • Return shipping costs

  • Missing products or accessories

  • Loss in value caused by unreasonable handling or damage

Any deductions will be subject to applicable law.

15. REFUND PROCESSING TIME

After we approve and issue a refund, your bank, card issuer, payment processor, or financial institution may require additional time to process the transaction.

The time required for funds to appear in your account depends on your payment method and financial institution.

Please note that:

Refund approved does not necessarily mean refund received by your bank account immediately.

If we have confirmed that a refund was issued but you have not received it after a reasonable processing period, please first contact your bank or payment provider.

You may also contact service@swiiter.com for further assistance.

16. PARTIAL REFUNDS

In certain situations, only a partial refund may be appropriate.

Examples may include:

  • A product returned with missing accessories

  • A product showing damage caused after delivery

  • A product returned in a materially different condition

  • A bundled order where only part of the bundle is returned

  • Situations where part of the product or service has already been used

Any partial refund decision will be based on the circumstances and applicable law.

17. REFUNDS WITHOUT RETURN

In certain cases, we may determine that returning a product is unnecessary.

For example, depending on the product value, shipping cost, product condition, or nature of the issue, we may offer a refund, replacement, or other resolution without requiring the product to be returned.

This is determined on a case-by-case basis and does not create an automatic right to keep a product and receive a refund.

18. EXCHANGES AND REPLACEMENTS

If you would like to exchange an eligible product, please contact us first.

Depending on availability and the reason for the exchange, we may:

  • Arrange a replacement

  • Ask you to return the original product

  • Provide return instructions

  • Ask you to place a new order after the original return is completed

Replacement products are subject to availability.

19. PRODUCT COLOR, SIZE, AND APPEARANCE

Product colors may appear slightly different because of:

  • Screen settings

  • Lighting conditions

  • Photography

  • Production batches

Minor visual differences that do not materially affect normal product function may not be considered defects.

For products involving dimensions or size, please review the measurements shown on the product page before ordering.

Minor measurement variations may occur due to manufacturing or manual measurement methods.

20. FAILED DELIVERY OR INCORRECT ADDRESS

Customers are responsible for providing complete and accurate shipping information.

If a package cannot be delivered because of:

  • An incorrect shipping address

  • An incomplete address

  • An incorrect postal code

  • An incorrect telephone number

  • Refusal of delivery

  • Failure to collect a package

  • Other customer-provided delivery information errors

additional shipping or redelivery costs may apply.

Refund eligibility in these situations will depend on whether the package is successfully returned to us and the circumstances of the delivery failure.

21. LOST PACKAGES

If tracking indicates that a package has been lost in transit, please contact us so that we can review the shipment with the relevant logistics provider.

A package showing temporary delays, customs processing, transfer between carriers, or limited tracking updates is not automatically considered lost.

Claims may require carrier verification before a refund or replacement can be approved.

22. PACKAGES MARKED AS DELIVERED

If tracking shows that your package was delivered but you cannot locate it, please:

  • Check around your property

  • Check with household members

  • Check with neighbors where appropriate

  • Check with your building reception or mailroom

  • Contact the local delivery carrier

If you still cannot locate the package, contact service@swiiter.com with your order number and tracking information.

We will review the available delivery information and assist where reasonably possible.

23. CHARGEBACKS AND PAYMENT DISPUTES

If you have a problem with your order, we encourage you to contact us first so that we have an opportunity to review and resolve the issue.

If a payment dispute or chargeback is opened with your bank or payment provider, we may provide relevant order records, shipping information, tracking information, communications, refund records, and other transaction information to the payment provider as part of the dispute process.

A refund generally cannot be separately processed while the same transaction is actively being reviewed through a payment dispute where doing so would create a duplicate refund.

24. PROMOTIONAL AND BUNDLE ORDERS

If you return part of an order purchased using a bundle discount, quantity discount, promotional discount, free gift offer, or similar promotion, the final refund amount may be recalculated based on the products retained.

If a free promotional item was provided because the order met a specific purchase requirement, we may ask that the promotional item also be returned when the qualifying product is returned.

If the promotional item is not returned, its applicable value may be deducted from the refund where permitted by law.

25. POLICY ABUSE

We reserve the right to review and, where permitted by law, reject fraudulent or abusive return and refund requests.

Examples may include:

  • Returning a different product from the one purchased

  • Repeatedly claiming items were not received despite valid delivery evidence

  • Deliberately damaging products

  • Submitting altered or misleading photos

  • Attempting to obtain multiple refunds for the same transaction

Nothing in this section limits legitimate customer rights under applicable law.

26. CONSUMER RIGHTS

This Return & Refund Policy is intended to describe SWIITER's standard return and refund procedures.

Nothing in this policy excludes, restricts, or overrides any mandatory consumer rights that apply under the laws of your country, state, province, or region.

Where applicable law provides you with additional rights or longer statutory protections, those mandatory legal rights will continue to apply.

27. CHANGES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect changes in our products, business practices, logistics arrangements, legal requirements, or customer service procedures.

When changes are made, we may update the "Last Updated" date at the top of this page.

The policy applicable to your purchase will be subject to applicable law and the circumstances of your order.

28. CONTACT US

For questions about returns, refunds, cancellations, damaged products, incorrect products, shipping, tracking, or other after-sales matters, please contact:

Brand Name:
SWIITER

Legal Company Name:
Chengdu Kunju Technology Co., Ltd.

Business & Return Address:
Room 4, 16th Floor, Building 10,
No. 399, West Section of Fucheng Avenue,
Chengdu High-tech Zone,
China (Sichuan) Pilot Free Trade Zone,
Chengdu, Sichuan Province, China

Customer Support Email:
service@swiiter.com

Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM (Hong Kong Time)

We aim to respond to customer inquiries within 24–48 business hours.