Return & Refund Policy

Last Updated: 14 August 2026

At The Swoop, we want you to be happy with your purchase. If you are not completely satisfied, this policy explains how returns and refunds work.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Your Right to Cancel

If you purchase goods from The Swoop online, you generally have the right to cancel your order within 14 days of receiving the goods, without having to provide a reason.

If you decide to cancel under this statutory cooling-off right, you must notify us clearly within the applicable cancellation period.

After notifying us, you normally have a further 14 days to send the goods back.

2. Condition of Returned Items

Returned items should be sent back in a condition that allows us to assess them.

Customers may handle goods as reasonably necessary to establish their nature, characteristics, and functionality, in a similar manner to what would be permitted in a shop.

Where an item has been handled beyond what is reasonably necessary and its value has been diminished as a result, applicable deductions may be permitted under UK consumer law.

For hygiene and safety reasons, certain products may be excluded from return where permitted by law, particularly where they have been unsealed after delivery.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged

  • Not as described

  • The wrong item

  • Missing from your order

please contact us as soon as possible at  infotheswoopuk@gmail.com.

We will assess the issue and, where appropriate, offer a repair, replacement, refund, or other remedy in accordance with your statutory rights.

Your legal rights are not affected by the timeframes or procedures stated in this policy.

4. How to Request a Return

To request a return, contact us at:

[customer service email]

Please include:

  • Your full name

  • Order number

  • Item(s) you wish to return

  • Reason for return, if applicable

  • Photographs where the item is damaged or faulty

We will provide the relevant return instructions.

Please do not send a return to an address unless it has been provided or confirmed by The Swoop.

5. Return Shipping Costs

For a change-of-mind cancellation under the statutory cooling-off period, the customer is generally responsible for the direct cost of returning the goods unless The Swoop has agreed to cover the cost or applicable law requires otherwise.

If an item is faulty, damaged, incorrect, or not as described, The Swoop will handle the return in accordance with your statutory rights.

6. Refunds

Once your return has been received and assessed, we will process any refund you are legally entitled to.

Where a statutory cancellation applies, refunds will normally be made without undue delay and within the applicable 14-day period required by law.

Refunds will normally be issued using the original payment method unless another method has been agreed with you.

For statutory cancellations, the refund will generally include the cost of standard delivery originally paid. If you selected a more expensive delivery service, we are generally only required to refund the cost of the least expensive standard delivery option offered.

7. Partial Refunds and Deductions

Where legally permitted, a deduction may be made if the value of the returned goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics, and functionality.

We will not use this provision to remove or restrict any statutory consumer rights.

8. Non-Returnable Items

Certain products may not be eligible for cancellation or return where an applicable legal exception applies.

Examples may include certain personalised or made-to-order products and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

Any applicable exclusions will be communicated clearly before purchase.

9. Sale Items

Sale or promotional items remain subject to the same statutory consumer protections as full-price items.

A sale price does not remove your legal rights where goods are faulty, not as described, or otherwise covered by applicable consumer protection law.

10. Refund Delays

If your refund has been approved but has not appeared in your account after the expected processing period, please contact us at  infotheswoopuk@gmail.com.

Please remember that banks and payment providers may require additional processing time after we issue a refund.

11. Contact Us

For return or refund enquiries:

The Swoop
Email: [customer service email]
Website: https://theswoop.co.uk/

We aim to handle all return and refund requests fairly, promptly, and in accordance with applicable UK consumer law.