Last Updated: 1 August 2026
At SWAYM, we carefully select, prepare, and pack every product before it leaves our hands. We want you to have a smooth experience from placing your order to receiving and using your products.
This Returns & Refunds Policy explains when returns, replacements, cancellations, and refunds may be available for purchases made through swaym.life.
1. Our Return Philosophy
Because many SWAYM products are consumable, aromatic, wellness, and personal-use products, we follow specific return conditions to maintain product hygiene, safety, and quality.
We accept returns or replacements primarily where a product is:
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Damaged during transit
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Defective
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Incorrectly delivered
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Missing from the order
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Significantly different from the product ordered
Returns are subject to the conditions described below.
2. Eligible Return & Replacement Cases
You may contact us for a return, replacement, or appropriate resolution if:
A. Product Arrives Damaged
If your product is damaged during transportation, please contact us as soon as possible after delivery.
Please provide:
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Order number
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Photographs of the outer package
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Photographs of the damaged product
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A clear description of the issue
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Unboxing video, where available
We may request additional information to help us investigate the issue with our shipping partner.
B. Incorrect Product Delivered
If you receive a product that is different from the product you ordered, please contact us promptly.
After verification, we may arrange a replacement or provide another appropriate resolution.
C. Missing Product
If one or more products are missing from your order, please contact us with your order number and details of the missing item.
We will review the order and shipment records and provide an appropriate resolution if the issue is verified.
D. Manufacturing or Product Defect
If you believe that a product has a genuine manufacturing or quality defect, please contact us with photographs, videos, batch information where applicable, and a description of the issue.
We will review the complaint and determine the appropriate resolution.
3. Return Window
For eligible products, you must contact us within 7 days of receiving your order.
Requests received after this period may not be eligible for return, replacement, or refund unless otherwise required by applicable law.
The date shown by the courier as the delivery date will generally be considered the date of receipt.
4. Products That Cannot Be Returned
For reasons of hygiene, safety, quality, and product integrity, the following products are generally not eligible for return once opened or used:
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Incense sticks
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Bamboo-less dhoop sticks
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Dhoop and fragrance products
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Consumable products
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Products with opened or broken seals
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Products that have been used, burned, tested, or partially consumed
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Products damaged after delivery due to customer handling
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Products altered or modified by the customer
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Products returned without the original packaging where the packaging is necessary for product identification or safety
This restriction does not affect your rights where a product is defective, damaged on arrival, incorrectly delivered, or otherwise required to be eligible for a remedy under applicable law.
5. Conditions for Eligible Returns
Where a return is approved, the product should generally:
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Be unused
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Be in its original condition
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Be returned with its original packaging
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Include accessories, holders, inserts, or other components supplied with the product
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Include the original order details or other proof of purchase
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Not show signs of misuse, alteration, or damage caused after delivery
We reserve the right to refuse a return where the applicable return conditions have not been met, subject to applicable consumer protection laws.
6. Change of Mind
We understand that preferences can change.
However, because many SWAYM products are consumable, aromatic, or personal-use products, we generally do not accept returns simply because you changed your mind, no longer want the product, or do not prefer its aroma or fragrance, particularly once the product has been opened or used.
If you have received an unopened product and would like to request a return for another reason, please contact us. We will review the request based on the product type and applicable return conditions.
7. Fragrance, Aroma and Natural Variations
SWAYM products may contain natural ingredients and aromatic materials.
Slight variations in:
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Aroma
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Colour
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Texture
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Shape
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Appearance
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Natural ingredient characteristics
may occur between batches.
Such natural variations do not necessarily constitute a product defect.
Individual perception of fragrance or aroma can also vary from person to person and is generally not considered a product defect.
8. How to Request a Return or Replacement
To request a return, replacement, or refund, contact us at:
Email: swaym.living@gmail.com
Phone: +91 99264 56869
Please include:
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Your full name
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Order number
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Product name
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Date of delivery
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Reason for the request
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Clear photographs of the product and packaging
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Video of the unboxing, where available
Our team may request additional information if required to assess the issue.
9. Review and Approval
Once we receive your request, we will review the information provided.
If necessary, we may request photographs, videos, product details, or additional information.
For certain cases, we may require the product to be returned for inspection before approving a replacement or refund.
Approval of a return or refund is subject to verification of the reported issue and the applicable terms of this policy.
10. Return Shipping
If the return or replacement is required because:
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The wrong product was delivered
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The product arrived damaged
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A verified manufacturing defect exists
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A product was missing from the order
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The issue was caused by an error on our part
SWAYM may arrange or bear the applicable return/replacement shipping cost.
For other approved returns, shipping costs may be the responsibility of the customer.
We will communicate the applicable return-shipping arrangements when your return request is approved.
11. Refunds
If a refund is approved, the refund will generally be processed after the relevant order or returned product has been verified, where applicable.
Refunds may be issued to:
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The original payment method; or
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Another appropriate payment method agreed upon with the customer, where applicable.
The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank, card issuer, or financial institution.
12. Refund Processing Time
Once a refund has been approved and initiated by SWAYM, the amount may take approximately 5–10 business days to reflect in your bank account or original payment method, depending on the payment provider and financial institution.
SWAYM is not responsible for delays caused by banks, payment gateways, card issuers, or other third-party financial institutions.
13. Partial Refunds
In certain circumstances, we may provide a partial refund where only part of an order is affected or where permitted under the applicable return conditions.
The amount of any partial refund will depend on the circumstances of the case.
14. Order Cancellation
You may request cancellation of an order by contacting us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests received before the order has been processed or dispatched.
Once an order has been packed, dispatched, or handed over to the shipping partner, cancellation may no longer be possible.
If an order has already been shipped, the applicable return procedure may need to be followed instead.
15. Failed or Refused Deliveries
If an order is returned to us because of:
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Incorrect or incomplete address
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Incorrect phone number
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Customer refusal to accept delivery
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Recipient unavailable after repeated delivery attempts
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Other circumstances attributable to the customer
we may contact you regarding re-shipment.
Additional shipping charges may apply for re-shipment.
If you choose not to have the order re-shipped, any applicable refund may be processed after deducting reasonable shipping or handling costs, where permitted by applicable law.
16. Damaged Package at Delivery
If your package appears visibly damaged or tampered with when delivered, we strongly recommend that you:
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Photograph the package before opening it.
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Record an unboxing video where possible.
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Photograph the product and packaging after opening.
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Contact SWAYM promptly.
An unboxing video is not always mandatory for raising a complaint, but it can help us investigate damage or missing-item claims more efficiently.
17. Non-Delivery
If your order has not been delivered within the expected delivery timeframe, please contact us.
We will check the shipment status with the relevant logistics partner and assist you as reasonably possible.
Where a shipment is confirmed as lost or otherwise undeliverable, we may provide a replacement or refund as appropriate.
18. Exchanges
Direct product exchanges may be offered only in cases where we determine that an exchange is appropriate and the requested product is available.
For hygiene and product-integrity reasons, opened or used consumable products generally cannot be exchanged.
19. Promotional Products and Free Gifts
Products provided free of charge as part of a promotional offer may not be eligible for independent return or refund.
If an order containing a promotional gift is returned, the promotional terms applicable to that offer may determine whether the gift must also be returned.
20. Sale and Clearance Products
Products purchased during sale, clearance, or special promotional campaigns may be subject to specific return conditions displayed at the time of purchase.
Unless otherwise stated, statutory rights relating to defective, damaged, or incorrectly supplied products remain unaffected.
21. Fraudulent or Abusive Return Requests
We reserve the right to investigate and take appropriate action against return or refund requests that appear fraudulent, abusive, misleading, or inconsistent with the actual condition of the product.
This may include repeated false damage claims, misuse of refund processes, or intentional damage to products after delivery.
Nothing in this section limits any rights available to customers under applicable law.
22. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or override any mandatory rights or remedies available to consumers under applicable Indian laws.
Where applicable law provides a customer with rights beyond those described in this policy, those rights will continue to apply.
23. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in our products, business practices, operational procedures, or applicable laws.
Any updated version will be published on this page with a revised “Last Updated” date.
Contact Us
For return, replacement, cancellation, or refund-related queries, please contact:
SWAYM
Email: swaym.living@gmail.com
Phone: +91 99264 56869
When contacting us, please include your order number so that we can assist you efficiently.
SWAYM
The Future of Conscious Devotion
Website: swaym.life