1. Overview
At Swag, we take pride in the quality of our fashion products. If you receive an item that is physically defective or damaged, you may return it within 7 calendar days from the date of delivery for a replacement or refund.
2. Eligibility Criteria
Returns are accepted only under the following conditions:
- The item has a physical defect, damage, or manufacturing fault upon delivery
- The item is unused, in its original packaging, with tags intact
- The return request is made within 7 days of receiving the item
- Proof of purchase (order number or receipt) is provided
We do not accept returns for:
- Items damaged due to misuse or wear and tear
- Items returned after the 7-day window
- Size or style dissatisfaction (unless the item was misrepresented)
- Undergarments, swimwear, or personal care items (for hygiene reasons)
3. Return Process
To initiate a return:
- Contact us at info@swag.co.ke with your order number, photos of the defect, and a brief description
- Our team will review your request and respond within 48 hours
- If approved, you’ll receive instructions for drop-off or pickup
- Once we receive and inspect the item, we’ll process your refund or replacement within 5 business days
4. Refunds
Refunds are issued via:
- M-Pesa
- Bank transfer
- Store credit (upon request)
Refunds are processed only after the returned item passes inspection.
5. Shipping Costs
- If the return is due to a verified defect, Swag will cover the return shipping cost
- If the item fails inspection (e.g., signs of use or damage not reported), the item will be returned to you at your expense
6. Contact Us
For any questions or assistance, reach out to: 📧 info@swag.co.ke 📍 UAP Towers, Upper Hill, Nairobi – 11th Floor