Refund & Cancellation Policy
Buyers are entitled to refund or cancellation on tswanawana.com, provided the following terms and conditions are met:
4.1 Orders not yet shipped
- If an order is not yet shipped, a full refund shall be made to the buyer.
- The seller shall not ship the order after a refund is requested by the buyer.
- The refund shall be made within 48 hours upon the buyer's refund request.
- All refunds are made through how they were processed in the first place.
4.2 Shipped orders
- For any issues, buyers should first communicate with the seller to seek resolution.
- For unsolvable issues, contact the seller to request a return.
- Once approved, the seller will provide a return address.
- The return address must be within the country from where the item(s) was shipped.
- If an order is marked shipped, regardless of whether the order is delivered, the refund will be less the shipping cost.
- Once the shipment arrives, the buyer shall return the included items as-is without any damage or missing items, to the return address seller provided.
- We advise taking pictures of the item before wrapping and shipping for returns.
- Buyers are responsible for return shipping fees unless the seller shipped incorrect items.
- Sellers may exclude original shipping costs from refunds.
- Returns are only accepted for broken/damaged-on-arrival, faulty, or incorrectly shipped items, not for buyer's remorse.
- The refund shall be made within 48 hours after the return shipment delivers.
- All refunds are made through how they were processed in the first place.
4.3 Cancellation of refund request
- A refund request may be cancelled and the order be processed as normal.
- The cancellation of the refund request shall be made before the refund is done.
4.4 Disputes
- If the seller refused to refund the buyer due to any reason, contact us so tswanawana.com will step in and try to solve the dispute.