The following information outlines our Swago Refund and Returns Policy. If after reading these guidelines, you have specific questions regarding any issue, please contact Swago Canada Promotional Products Ltd. at (289) 963-9810 or via email to [email protected] for explanation or assistance. Every day at Swago, our staff strives for 100% customer satisfaction. If you’re unsatisfied with your order for any reason, we’ll do everything possible to correct the situation to your complete satisfaction.
Non-Returnable Items
We are unable to accept returns on branded or personalized promotional items and custom orders except in the case of manufacturing defects.
Pre-Production Cancellation
You will typically have a narrow window of opportunity to cancel the order before we start the imprinting or printing process. Once your order has been placed and your proof approval has been given with your custom imprinting request as indicated on your proof, the order cannot be cancelled and a refund request cannot be requested.
Loss or Damage
Our Swago Refund and Returns Policy states that we shall not be held liable for any loss of or damage to the products in transit unless such issues are noted at the time of delivery with the courier.
Exchanges
Due to the nature of branded, custom promotional products, exchanges are not permitted.
Disclosure of Restocking Fees
Not all items are subject to a restocking fee under our Swage Refund and Returns Policy. Returns on undamaged blank items may require an average of 10% to 30% restocking fee. This fee is based solely on the fee requirements of our suppliers. Because we do business with an ever-changing list of dozens of suppliers, each with different fee policies, any required restocking fee will be communicated to the customer prior to the return request.
Responsibility for Shipping
Swago Canada Promotional Products Ltd. will arrange for the pickup of any misprinted, damaged or defective items at no cost to you. Please check out our Swago Shipping Policy if you have any questions related to shipping.
Window of Returns
Please check your order for defects, colour, quantity immediately upon arrival, as there are no returns after 5 business days from receipt of order.
Securing an RMA/Return Authorization
In the event that you receive defective, misprinted or incorrect merchandise, please contact us in writing by email only to [email protected] within 5 business days of receiving your order. If a return is deemed necessary by Swago, we will then issue you an RMA. Please do not return products without first receiving an RMA from Swago.
Required Condition of Returned Items
Our Swago Refund and Returns Policy requires any returned items must be in new, resellable condition.
Receiving Your Refund
All returned orders must be received by our supplier or decorator. Once the returned order is verified and confirmed, we will contact you for your preferred method of refund, either an in-store credit or a payment refund. Credit card orders will be refunded to the same credit card of purchase. Refunds will be provided within 7 to 14 business days of returned product(s). You will only be refunded the unit price of the item(s), less the restocking fee. Shipping is not refundable.
Swago Canada Promotional Products Ltd. reserves the right to modify this Swago Refund and Returns Policy at any time without notice.