Returns and Refunds
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.
How to return a faulty item
Items occasionally go faulty and you may have to return these items to us for a full, no quibble refund. It is important that you notify us immediately and follow the returns procedure in order to receive a refund. When you wish to return a faulty or damaged item to the Swan Products Ltd, you will firstly need to let us know what the problem is with the item.
Simply email or post your request to us (customerservice@swan-brand.co.uk) with the following information:
Detailed reason for return or detail of the fault
Our order number
A contact name with phone number and email details
Please allow 3 working days for us to process a return. We will organise a suitable date and time for our couriers to collect the item
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.
MAJOR DOMESTIC APPLIANCE RETURNS PROCESS
DAMAGED ON DELIVERY
The customer will be given the option of the appliance been unpacked for them by the delivery company (details below). If the customer chooses to have the item unpacked and it is damaged the customer must reject the delivery and contact their retailer to organise an exchange.bIf the customer does not have the item unpacked by the delivery company and reports the appliance as damaged after, the customer must contact our service company (details below).
The service agents will instruct an engineer to assess the damage. Swan will authorise an exchange for appliances with damage non-replacement panels/parts. In all other eventualities, it’s quicker to send an engineer with a spare part.
FAULTY APPLIANCE
Customer must contact the service company to report the fault. Our service company will arrange for an engineer to inspect/repair the appliance. Swan will authorise an exchange providing the fault is beyond economical repair and the service company have generated a fault reference number to reflect this.
If the repair takes an unreasonable amount (over 28 days for cosmetic faults and over 7 days for critical faults) of time Swan will consider authorising an exchange. This will be decided on individual circumstances and the nature of the fault. NESN require 7-10 working days for parts to arrive from the day they are ordered.
Major domestic appliances are excluded from 30 day money back guarantee. However, if an appliance is deemed as faulty and beyond repair within 14 days of taking delivery of the item, providing this has been confirmed by our service agents, Swan will authorise a return for your customer to receive a full refund.
COSMETIC FAULT
Customer must contact Service Company who will instruct an engineer to inspect the reported fault. Swan will authorise an exchange for an appliance that is beyond repair alternatively the retailer can offer a partial refund to keep the appliance in the current condition. The amount offered must be decided on individual cases, agreed with Swan and is dependent on the severity of the fault.
Delivery Company: Expert Logistics – 0845 603 7299
Service Company: NESN- 0345 610 4118
Warranty
The Swan Products Ltd provides a one or two year warranty depending upon the type of product. The length of the warranty is indicated in the product instruction manual and/or this website. When you initially request a refund, we will check the date when the item was purchased using the order number you provide to us. If it exceeds the warranty period, we are unable to effect the returns procedure.
Specific Manufacturer Requirements
Some manufacturers have specific requirements. So we may ask for further information such as:
Serial Number
Fault Details
Unauthorised returns
Any unauthorised goods returned to us will be destroyed on receipt.
Damages
If you receive any damaged items on your delivery, please state the full extent of the damage on the driver’s delivery note when signing for the goods.
You must also inform our Returns Department by e-mail (customerservice@swan-brand.co.uk) within 3 working days of delivery. Failure to do this may result in us refusing to issue a credit.
Shortages
Please advise us of any shortages within 3 working days of receiving your delivery. (customerservice@swan-brand.co.uk) All shortages will be investigated and items shipped as soon as possible to complete the order providing we have stock.
Important information
Please do:
Make sure all items returned are complete; any incomplete items will not be credited and will be classed as unauthorised.
Answer all queries as soon as possible
Unwanted Items Refund Policy
If within 7 working days of purchase, you decide that you do not want an item please email or write to us. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in future
If you cancel you must return the goods to us at your own expense. 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 fail to return the goods, we will collect them, and will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
Returns Contacts
Phone: 0844 826 9357 email: customerservice@swan-brand.co.uk
