Cancellation, Return & Refund Policy

This policy explains how SweTouch handles shipping, cancellations, returns, exchanges, and refunds for SweTouch products (including the Brightening Cleansing Bar). It is customized for our skincare goods and is designed to reduce confusion and disputes.

Business: SweTouch
Email: support@swetouch.com

1. Shipping (local & international)

Local delivery

• Orders are typically dispatched after payment confirmation and packing preparation.
• Approximate delivery timeline: 3–7 business days after dispatch, depending on city and courier conditions.
• You will receive tracking or status updates where available via email, SMS, or WhatsApp.

International delivery

• Where international shipping is offered, approximate delivery timeline is 10–21 business days after dispatch.
• Customs duties, taxes, or import fees (if any) are the customer’s responsibility unless we expressly state otherwise at checkout.
• For international orders, email support@swetouch.com.

Delivery estimates are approximate and may be affected by weather, courier delays, public holidays, or incorrect addresses. Please ensure your shipping details are complete and accurate.

2. Order cancellation

• You may cancel an order before it is dispatched, ideally within 24 hours of placing the order.
• To cancel, email support@swetouch.com with your order number.
• Once the order has been handed to the courier, cancellation is generally not available; you may use the return process below after delivery (subject to eligibility).
• If cancellation is approved before dispatch, we will initiate a refund per Section 5.

3. Returns

Because SweTouch products are personal care / skincare items, we apply hygiene-based rules:

• Return window: within 7 days of delivery.
• Eligible returns: unopened, unused products in original sealed packaging, or items that arrived damaged, defective, or incorrect.
• Not eligible: opened or used cleansing bars / products (for hygiene), products without proof of purchase, or returns requested after the return window (except for verified defects we agree to remedy).
• To start a return, contact us within the return window with your order number, reason, and clear photos of the product and packaging.
• Approved returns must be sent back as instructed. Return shipping costs for change-of-mind requests may be borne by the customer; we cover return shipping for our error, damage in transit, or defective goods.

4. Exchanges

• Exchanges are offered for incorrect or damaged items where stock allows, or for an equivalent / alternative product of the same value by mutual agreement.
• Request an exchange within 7 days of delivery using the contact details above.
• If the replacement item differs in price, we will arrange an additional payment or partial refund as applicable.

5. Refunds (turnaround time)

• Approved refunds are processed to the original payment method where possible (including via Safepay / your card issuer’s timelines).
• Mandatory refund turnaround: we aim to complete our refund processing within 7–14 business days after we receive and inspect the returned item (or after we approve a cancellation / non-delivery refund).
• Banks or card networks may take additional time to post the credit to your statement.
• Shipping fees are refundable when the cancellation or return is due to our error, a defective product, or non-delivery. Change-of-mind cancellations after packing may exclude non-refundable courier costs already incurred.

6. Damaged or missing items

If your parcel arrives damaged or incomplete, contact us within 48 hours of delivery with photos of the outer packaging, product, and shipping label. We will arrange a replacement or refund after verification.

7. Complaints handling mechanism

We want issues resolved quickly and fairly:

• How to contact us: email support@swetouch.com.
• What to include: full name, order number, description of the complaint, and any evidence (photos, tracking).
• Resolution timeline: we aim to resolve disputes / provide a clear solution within 7 business days.

This mechanism is publicly disclosed so customers can reach us without friction and reduce chargebacks or misunderstandings.

8. Service satisfaction

If you are not satisfied with our customer service (order handling, communication, or delivery coordination), contact us using the same channels. We will review your feedback and work toward a fair resolution within the timeline above.

9. Policy updates

We may update this policy to reflect product, courier, or regulatory changes. The “Last updated” date on this page shows the current version.