Return & Exchange Policy (Golden Guarantee)
AtSwagyo, our ultimate goal is to provide an exceptional shopping experience that meets your highest expectations. Because we stand behind the quality of our luxury items, we have crafted a Return & Exchange policy designed to protect your rights and offer absolute peace of mind, subject to the following guidelines:
1. Returns for Manufacturing Defects
Our esteemed customers have the right to a full refund (including shipping fees) in the event of receiving a product with a manufacturing defect, or if an unintentional error occurred during order preparation by our team. This request must be submitted within a maximum of(2 days) from the date of receiving the shipment.
2. General Exchange Conditions
To maintain the highest standards of quality for all our clients, we can only accept exchange or return requests if the following conditions are strictly met:
- The product must be in itsabsolute pristine, original condition, unused, with all accessories, luxury packaging, and tags fully intact.
- Shoes: Please try on shoes on a clean, soft surface (such as a carpet) to avoid scratching the soles. Shoes showing any signs of wear will not be accepted.
- Apparel: For strict health and hygiene reasons, clothing and apparel are non-exchangeable and non-returnable (unless defective).
3. Size or Color Exchange
We are delighted to assist you if you wish to exchange a size or color. You may submit an exchange request, and a nominal logistics fee of(50 SAR) will be applied to cover the two-way courier shipping costs.(Note: We do not offer a "try-at-home" service where multiple sizes are sent to choose from, in order to preserve the pristine condition of our inventory).
4. Unreceived Shipments & Cancellations
- Order Cancellation: Due to our rapid processing times, orders cannot be canceled once their status changes to "Processed" or "Shipped".
- Unreceived Orders: If an order is shipped and the customer fails to receive it from the courier, a logistics fee of(150 SAR) will be deducted from the refunded amount. This covers the associated two-way shipping and customs fees.
5. Refund Processing Timeline
- Upon approval of a return request (due to a defect), funds are released from our accounts within a maximum of72 business hours.
- Please allow between (7 to 14 business days)—and in rare cases up to 30 days—for the funds to officially reflect in your bank account or credit card. This timeframe depends entirely on your card issuer's internal policies.
- For high-value transactions (exceeding 5000 SAR), refund processes are subject to specialized financial review to ensure transaction security.
How to Request a Return or Exchange?
Our concierge team is ready to serve you with the utmost professionalism. Please contact us and include your (Order Number + Detailed Reason + Clear Photos/Videos of the product) via:
- Email:[email protected]
- WhatsApp: (Via the icon available on our store)