Returns and Exchanges Policy

Return Process

To return a product, you must follow the steps outlined below:

1. Call the SAWAN Customer Relations Center;
2. Arrange a pickup date with our logistics partner. At this stage, you may be asked to provide information about the product for an initial assessment of its condition;
3. Please fill out the return form included in the package and sign it. If you need a new form, the Customer Relations Center will email you a return form;
4. Include in the packaging the completed return form with the product along with all its accessories, any free items received with your order, the Warranty Card, and any other documents in their original box;
5. Seal the packaging;
6. On the agreed date, our logistics partner will bring you the prepaid shipping label and collect the sealed package.

You must retain proof of return shipment, and we decline any responsibility in case you cannot provide such proof. If you decide to use a different logistics partner than the one provided by us, you are responsible for any risk of loss or damage to the product during transport until the product is in our possession.



Product Return Conditions

We will verify that the returned product meets the conditions of the Return and Exchange Policy, and if so, we will proceed with the applicable refund or exchange. Our products must be returned in new and unused condition, in perfect condition, with all protective materials in place, and accompanied by tags and stickers (if applicable), as well as the original box and packaging, including all accessories and documents. We reserve the right to refuse any return if the product shows signs of wear, has been used, or has been modified from its original condition in any way, or we may reduce any applicable refund or exchange amount accordingly. If you received free items with your order, they must be returned along with the products. All returns will undergo a rigorous Quality Control (QC) check by us to ensure that the returned products meet these quality requirements. If the products do not meet QC standards, we will refuse the return and the products will be returned to you. If the returned product passes QC, we will proceed with the applicable refund or exchange. Failure to comply with these Sales Terms gives us the right to refuse the returned product and return it to you at your expense.




Non-Exchangeable and Non-Refundable Products

Orders for products that have been custom-made for you in any way cannot be canceled, and such products cannot be returned to us for exchange or refund. This includes products that have been engraved or embossed.




Refunds

You may return a purchased product for a refund, provided the return meets these Sales Terms. If the return complies with these Sales Terms, the buyer will generally be refunded using the same payment method used by the buyer for the initial transaction, within fourteen (14) days from the date we receive the withdrawal request. However, we may defer the refund until the day we receive the returned product or receive proof of shipment of the product by the buyer, with the date of the first of these events being the relevant date. Initial delivery costs will be refunded where applicable, unless you chose a method other than standard delivery. In that case, any additional costs (if applicable) will not be refunded.




Exchanges

You may return a purchased product and exchange it for another SAWAN product, provided the return meets these Sales Terms and the Return Process outlined above. In all cases, the sale of the returned product will be canceled, and a new order for the desired product must be placed. If a product is returned for exchange with a less expensive product, only the buyer of the returned product will be entitled to a refund of the price difference. If a product is returned for exchange with a more expensive product, you will be required to pay the price difference.