At Swan Products Ltd we ship thousands of items per week and a very small amount will from time to time be faulty. We understand that this is an inconvenience, and can be upsetting, so we have a no quibble returns, refund or replacement policy to ensure that our customers are properly serviced.
Guarantee
Swan Products Ltd provides a one to five year guarantee depending upon the type of product. The length of the guarantee period is indicated in the product instruction manual, under the guarantee section, and is valid from the original date of purchase. If any defect arises due to faulty materials or workmanship, the faulty products must be returned to the original place of purchase. If you bought the product directly from us, we will check the date when the item was purchased using the order number you provide to us. If it exceeds the guarantee period, we will be unable to effect the returns procedure. The following conditions apply;
- The product must be returned to the retailer with proof of purchase.
- The product must be installed and used in accordance with the instructions contained in this instruction guide.
- It must be used only for domestic purposes.
- It does not cover wear and tear, damage, misuse or consumable parts.
- Swan Products Ltd has limited liability for incidental or consequential loss or damage.
- This guarantee is valid in the UK and Eire Only.
APPLICABLE TO PURCHASES MADE FROM OUR WEB STORE ONLY
How to return a faulty item
Simply email your request to us (customerservice@swan-brand.co.uk) with the following information;
- Detailed reason for return
- Model/item No. of the appliance your enquiry relates to
- Our order number
- A contact name with phone number
If your product becomes faulty within the first 30days of ownership you can claim a full refund, or, replacement.
If you discover the fault within the first six months from purchase and an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction – if you wish to keep the product.
After 6 months of ownership where we are unable to repair or replace faulty goods you can claim a partial refund.
For faulty goods coming back to us, we will provide you with a free returns label. Faulty goods returned at your own cost will not be reimbursed.
Once a request has been received, we check all items. If we encounter any problems with your request, we will query these with you.
Any refunds will be applied to the card you used to make the payment on our store.
Cancellations
We will refund most goods provided they are returned to us within 30 days of receipt complete, unused and in their original packaging. We can provide you with a prepaid return label and the fee will be deducted from your refund. If you cancel and return the goods to us at your own expense the cost will not be reimbursed. When returning via your own method you are responsible for the risk of loss or damage when you return the goods, so you should take out adequate postal insurance to cover their value. If you return goods outside the scope of these terms set out in this policy and you have not exercised your legal right to cancel (explained below) we reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.
Your Right To Cancel Your Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.
You also have the right to cancel your order under these regulations. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period, to do this, email; customerservice@swan-brand.co.uk
You are responsible for returning the goods to us if you cancel under these Regulations and, you will be responsible for the cost of the return. Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you.
IMPORTANT INFORMATION
Unauthorised returns are destroyed on receipt. Please ensure you email your request to;customerservice@swan-brand.co.uk
TRADE ACCOUNTS
Please contact your dedicated account manager at Swan for assistance or you can email sales@swan-brand.co.uk
