Returns, Refunds and Cancellation Policy

This Returns, Refunds and Cancellation Policy applies to consumer purchases made through the Swim Shady UK & Europe store.

This policy is intended to comply with applicable UK and European consumer protection laws. Nothing in this policy limits or excludes any statutory rights that cannot legally be limited or excluded.

Our 30-Day Returns Policy

We hope you love your Swim Shady purchase. If you are not completely satisfied, you may request to return an eligible product within 30 days of delivery for a refund.

Our voluntary 30-day returns policy is separate from, and in addition to, any statutory cancellation or consumer rights that apply to your purchase.

To request a return, you can:

• log in to your customer account and submit a return request through our online returns portal here; or

• email info@swimshady.co.uk with your order number and details of the product you wish to return.

You may be asked to provide a reason for a return made under our voluntary 30-day returns policy so that we can understand and process your request. However, you do not have to provide a reason when exercising a statutory right to cancel within the applicable cancellation period.

Once we receive your request, we will provide return instructions and, where applicable, a return authorisation number.

Please do not send products back before receiving our return instructions. Sending a product to an incorrect address or without sufficient order information may delay your refund. This does not prevent you from exercising any statutory cancellation right by clearly notifying us within the required period.

UK and EU Statutory Right to Cancel

If you are a consumer located in the United Kingdom or European Union and purchased from us online, you generally have a statutory right to cancel your order without providing a reason.

You may notify us that you wish to cancel at any time after placing your order and no later than 14 days after the day on which:

• you, or a person nominated by you other than the carrier, receives the goods;

• where an order contains multiple products delivered separately, you receive the final product; or

• where goods are delivered in multiple shipments or parts, you receive the final shipment or part.

To exercise this right, you must clearly communicate your decision to cancel before the cancellation period expires. You can do this by:

• submitting a cancellation or return request through your customer account or our online cancellation facility; or

• emailing info@swimshady.co.uk with your order number and a clear statement that you wish to cancel.
  

You do not have to provide a reason for cancelling.

If you notify us electronically, we will acknowledge receipt of your cancellation request.

Orders Already Dispatched

If you cancel before your order has been dispatched, we will make reasonable efforts to stop the shipment.

We cannot guarantee that an order can be stopped once it has entered our warehouse or carrier fulfilment process.

If the order has already been dispatched, you must follow our return instructions. You will generally remain responsible for the direct cost of returning the goods unless the product is faulty, damaged, incorrectly supplied or not as described.

Returning Goods After Statutory Cancellation

After notifying us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.

The return deadline is met if you send the goods before the 14-day return period expires.

You are responsible for the goods until they are delivered to our nominated return address. We strongly recommend using a tracked service and retaining your proof of postage.

Return Conditions

Voluntary 30-Day Returns

For returns made under our voluntary 30-day returns policy, products must be:

• unused and in their original condition;

• returned with all components, accessories and tags;

• returned in their original packaging; and

• free from marks, damage, sand, dirt, odours, pet hair or other signs of use.

We may refuse a return made solely under our voluntary policy if these conditions are not met.

Statutory Cancellation Returns

When exercising a statutory UK or EU cancellation right, you may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would ordinarily inspect them in a physical store.

You are responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

Where permitted by law, we may make a reasonable deduction from your refund to reflect any diminished value resulting from unnecessary or excessive handling, use, damage, incomplete components or missing packaging.

We will not refuse a valid statutory cancellation solely because the original packaging has been opened. However, the condition of the goods and packaging may be considered when assessing any lawful deduction for diminished value.

Return Shipping Costs

For change-of-mind returns, including statutory cancellation returns, you are responsible for arranging and paying the direct cost of returning the goods unless:

• the product is faulty;

• the product was damaged when delivered;

• the product is not as described;

• you received an incorrect product;

• we have expressly agreed to cover the return cost; or

• applicable law requires us to cover the return cost.

We do not provide prepaid return labels for ordinary change-of-mind returns unless we expressly agree otherwise.

If the nature of a product means that it cannot normally be returned by post, we will provide an estimate of the direct return cost before purchase where required by law.

Return Address

Once your return request has been received, approved where approval is applicable, and return instructions have been provided, returns must be sent to:

C/- Swim Shady
Unit 8 The Polaris Centre
41 Brownfields
Welwyn Garden City
Hertfordshire AL7 1AN
United Kingdom

Please include your order number and any return authorisation information provided to you.

Do not return goods to any other Swim Shady address unless we have instructed you to do so.

Customs Duties, Import Taxes and Other Import Charges

Orders delivered outside the United Kingdom may be subject to import VAT, customs duties, brokerage fees, carrier clearance fees or other import charges imposed by the destination country or carrier.

Unless these amounts were expressly included and collected at checkout, the customer is responsible for paying them.

Customs duties, import VAT, brokerage charges and clearance fees paid directly to a customs authority, government agency or carrier are not delivery charges paid to Swim Shady and cannot ordinarily be refunded by us. Any request to recover such amounts must generally be made directly to the relevant authority or carrier, subject to its procedures.

Customers are responsible for checking potential import charges before placing an order.

Customs Refusals and Unclaimed Parcels

Refusing delivery, failing to collect a parcel, failing to respond to customs or carrier communications, or failing to pay applicable import charges does not, by itself, clearly notify us that you are exercising a statutory right to cancel.

To exercise a statutory cancellation right, you must clearly communicate your decision to us within the applicable cancellation period.

Your reason for cancelling does not affect a valid statutory cancellation. This means that a customer may exercise a cancellation right because they do not wish to pay applicable import charges, provided the cancellation is clearly communicated within the required period and all other applicable requirements are met.

If a parcel is refused, unclaimed or returned because import charges were not paid:

• we will not issue a refund until the parcel has been returned to our nominated warehouse or you provide evidence of return where applicable;

• the parcel must be inspected before the refund is finalised;

• the customer remains responsible for the direct cost of returning the goods where permitted by law; and

• we may deduct a carrier return-to-sender charge from the refund where that charge represents the direct cost of returning the goods and the deduction is permitted by applicable law.

We will not impose an additional penalty, administration fee or restocking fee for exercising a statutory cancellation right.

Any carrier, customs, storage, abandonment or handling charge that does not legally qualify as a recoverable direct return cost will only be deducted where otherwise permitted by applicable law.

If the cost of returning a refused or unclaimed parcel exceeds the amount otherwise refundable, we will contact you before seeking any additional payment. We will not charge an additional amount unless we have a lawful basis to do so.

A parcel that is destroyed, abandoned or not returned to us may not qualify for a refund unless the customer provides evidence establishing their legal entitlement to one.

Refunds Under Our Voluntary 30-Day Policy

Once we receive and inspect a return made under our voluntary 30-day policy, we will notify you whether it has been accepted.

If accepted, the refund will be issued to your original payment method. We aim to process voluntary return refunds within 10 business days after receiving and inspecting the returned product.

Unless otherwise required by law:

• original delivery charges are not refundable under our voluntary 30-day policy;

• return shipping costs are not refundable; and

• customs duties, import VAT, brokerage and clearance fees are not refundable by Swim Shady.

Your bank or payment provider may require additional time to credit the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact info@swimshady.co.uk.

Refunds Following Statutory Cancellation

Where you validly cancel your entire order under an applicable UK or EU statutory cancellation right, we will refund:

• the price paid for the goods being returned; and

• the price paid to us for our least expensive standard delivery option available for that order.

If you selected express, priority or another enhanced delivery option, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery option.

Where free standard delivery was available, no separate outbound delivery amount will be refunded.

Where only part of an order is cancelled, the original delivery charge will not ordinarily be refunded if the same delivery charge would have applied to the products you have retained.

Customs duties, import VAT, carrier brokerage fees, customs-clearance charges and similar amounts paid to a third party are not treated as outbound delivery charges paid to Swim Shady.

We will make the refund without undue delay and no later than 14 days after the day on which we are informed of your valid decision to cancel. However, for sales of goods, we may withhold the refund until:

• we receive the returned goods; or

• you provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

The refund will be made using the same payment method used for the original transaction unless you have expressly agreed otherwise. You will not be charged a fee by Swim Shady for receiving the refund.

Any lawful deduction for diminished value or direct return costs will be itemised or explained to you.

Faulty, Damaged, Incorrect or Misdescribed Products

Your rights in relation to faulty, damaged, incorrectly supplied or misdescribed products are separate from your rights to cancel or make a change-of-mind return.

Please inspect your order as soon as reasonably possible after delivery and contact info@swimshady.co.uk if:

• the product is defective;

• the product was damaged in transit;

• the product is not as described; or

• you received the wrong product.

Please include your order number and, where reasonably possible, photographs or a video showing the issue. This helps us assess the problem but does not remove any statutory right you may have.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include:

• repair;

• replacement;

• a price reduction; or

• a full or partial refund.

We will cover reasonable return shipping costs where we are legally responsible for them.

Exceptions and Non-Returnable Products

Our voluntary 30-day returns policy does not apply to:

• products made to your specifications;

• clearly personalised or custom-branded products;

• gift cards;

• products that are inseparably mixed with other goods after delivery;

• sealed products that are not suitable for return for genuine health-protection or hygiene reasons, where the seal has been broken after delivery; or

• products expressly identified as final sale, but only to the extent that excluding the voluntary return is permitted by law.

Discounted or sale products are not automatically excluded from statutory cancellation rights merely because they were discounted.

A “final sale” description does not remove a statutory cancellation right where that right legally applies.

Nothing in this section removes your rights where a product is faulty, damaged, incorrectly supplied or not as described.

Exchanges

We do not currently process direct change-of-mind exchanges through our returns system.

The fastest way to receive a different product is to return the original product for a refund and place a new order.

This does not affect any statutory right to request repair or replacement of a faulty, damaged, incorrectly supplied or misdescribed product.

Changes to This Policy

Swim Shady reserves the right to amend this policy from time to time to reflect changes to our operations, services or legal obligations.

The policy that applied when your order was placed will continue to apply to that order, except where a change is required by law or provides you with more favourable rights.

Contact Us

For return, refund or cancellation enquiries, please contact:

info@swimshady.co.uk

Please include your order number so that we can assist you efficiently.