REFUND AND RETURNS POLICY
Last updated: 20 August 2026
This Refund and Returns Policy applies to purchases made through swagmerch.co.uk, operated by:
SWAG GIVEAWAYS LTD
Company Number: 16638904
Registered Office: 23a George Street, Luton, England, LU1 2AF, United Kingdom
Email: contact@swagmerch.co.uk
Nothing in this Policy affects your statutory rights under UK consumer law.
1. CANCELLING AN ONLINE ORDER
If you are a Consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, you must notify us within this 14-day period by contacting:
Please include:
your full name;
order number;
email address used for the order;
the product(s) you wish to return.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
2. RETURN CONDITIONS
If you are returning an item because you have changed your mind, you are responsible for taking reasonable care of it.
You may inspect and handle the product in the same way that you reasonably could in a physical shop.
Where possible, products should be returned:
in good condition;
with all included parts and accessories;
with their original packaging where reasonably possible.
We may reduce the amount refunded if the value of the product has been reduced as a result of handling beyond what is reasonably necessary to inspect the product.
A missing or damaged original package does not automatically remove your statutory rights.
3. PERSONALISED AND CUSTOM-MADE PRODUCTS
Certain products sold by SWAG MERCH may be made to order, personalised or manufactured according to customer specifications.
The statutory right to cancel simply because you have changed your mind may not apply to goods that are:
personalised specifically for you;
custom-made to your specifications;
produced using information, artwork, photographs or other requirements supplied or approved by you.
Where a product is clearly personalised or custom-made, this will normally be indicated on the relevant product page, quotation or order information.
This exception does not affect your rights if the product is faulty, damaged, not as described or does not otherwise meet the requirements of applicable consumer law.
4. NON-RETURNABLE PRODUCTS
Subject to your statutory rights, certain products may not qualify for change-of-mind returns, including:
personalised or custom-made products;
gift cards once used or where legally non-refundable;
digital products once downloading or supply has begun where the applicable requirements have been met;
sealed products that are not suitable for return for health or hygiene reasons once unsealed;
perishable goods;
other products excluded from cancellation rights under applicable law.
Nothing in this section limits your rights in relation to faulty or misdescribed products.
5. FAULTY, DAMAGED OR INCORRECT ITEMS
Your products must be:
as described;
of satisfactory quality;
fit for their intended purpose where applicable.
If you receive a product that is:
faulty;
damaged;
incorrect;
materially different from its description,
please contact us as soon as reasonably possible at:
Please provide your order number and, where possible, photographs showing the issue.
These photographs help us investigate the problem but do not remove your statutory consumer rights.
Under applicable UK consumer law, you may be entitled to a refund, repair or replacement depending on the circumstances and when the problem is reported.
6. 30-DAY RIGHT TO REJECT FAULTY GOODS
Where applicable under the Consumer Rights Act 2015, Consumers may have a short-term right to reject faulty goods and request a refund within 30 days.
After this period, other statutory remedies such as repair or replacement may apply.
Nothing in this Policy is intended to restrict these statutory rights.
7. REFUNDS
Once we receive your returned item, we may inspect it and confirm whether the return qualifies for a refund.
Where a valid cancellation right has been exercised, refunds will be processed in accordance with applicable consumer law.
Where applicable, we will refund:
the price paid for the returned goods; and
the cost of our standard delivery option originally paid by you.
If you selected a more expensive delivery service than our standard delivery option, we are not required to refund the additional delivery premium.
Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed.
We will process eligible refunds without undue delay and within the periods required by applicable law.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after we have processed it.
8. LATE OR MISSING REFUNDS
If we have confirmed that your refund has been processed but it has not appeared in your account:
Check your bank or payment account again.
Contact your card provider or payment provider.
Contact your bank, as processing times may vary.
If you have completed these steps and still have not received the refund, please contact:
9. SALE AND DISCOUNTED ITEMS
Products purchased during a sale, promotion or discount are subject to the same statutory consumer rights as products purchased at full price.
A product being discounted does not remove your rights where it is faulty, damaged, not as described or otherwise non-compliant with applicable consumer law.
If a product was specifically discounted because of a defect that was clearly disclosed to you before purchase, your rights in relation to that disclosed defect may differ.
10. EXCHANGES
Where appropriate, we may offer a replacement or exchange for a product that is faulty, damaged or incorrectly supplied.
If you would like to request an exchange, contact:
Please provide your order number and details of the issue.
For change-of-mind returns, an exchange may be handled by refunding the original item and asking you to place a new order, depending on the circumstances.
11. RETURN SHIPPING
Change-of-mind returns
Unless we state otherwise, you will normally be responsible for the direct cost of returning a product where you exercise your cancellation right because you have changed your mind.
Faulty or incorrect products
Where a product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will handle reasonable return arrangements in accordance with your statutory rights.
Please contact us before returning a product so that we can provide the correct return instructions and return address.
Do not send returns to a manufacturer or third party unless we specifically instruct you to do so.
For returns, contact:
We recommend obtaining proof of postage when returning an item.
For higher-value products, we recommend using a tracked delivery service.
12. ORIGINAL DELIVERY COSTS
Where you validly cancel an entire online order under your statutory cancellation rights, we will refund the cost of our standard delivery option, where required by law.
Any additional amount paid for premium, express or upgraded delivery does not have to be refunded beyond the cost of the standard delivery option.
Return delivery costs for a change-of-mind return will normally remain your responsibility where you have been informed of this requirement.
13. GIFTS
If an item was purchased as a gift, the legal contract remains between SWAG GIVEAWAYS LTD and the person who purchased the product.
Refunds will normally be issued to the original payment method used by the purchaser.
We may offer alternative arrangements at our discretion where appropriate, but this does not affect statutory rights.
14. PROOF OF PURCHASE
We may request reasonable proof of purchase before processing a return, refund, replacement or warranty request.
Proof of purchase may include:
order confirmation;
order number;
receipt;
invoice;
bank or card statement;
other reasonable evidence demonstrating that the product was purchased from us.
15. RETURN ADDRESS
Please do not send a return without contacting us first.
Return instructions and the appropriate return address will be provided after your return request has been reviewed.
This is important because the return location may differ depending on the product and type of return.
Contact:
16. YOUR STATUTORY RIGHTS
Nothing in this Refund and Returns Policy excludes, restricts or replaces any rights you may have under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and applicable distance selling legislation.
If there is any conflict between this Policy and a mandatory statutory consumer right, the statutory right will apply.
17. NEED HELP?
For questions regarding returns, refunds, damaged products or your order, please contact:
SWAG GIVEAWAYS LTD
Company Number: 16638904
Registered Office: 23a George Street, Luton, England, LU1 2AF, United Kingdom
Website: swagmerch.co.uk
Email: contact@swagmerch.co.uk