Refund & Returns Policy
We want your shopping experience to be simple, clear and hassle-free.
Refunds or Order Cancellations
If you wish to cancel your order after payment has been completed but before your order has been shipped, we can provide a full refund. Please note that a small refund processing fee of up to $3 may be deducted to cover bank or payment processing charges.
Once your order has been shipped or handed over to the delivery carrier, we are unable to cancel the order.
Refunds or other solutions may only be considered where there is a verified product quality issue or an error with your order.
Lost or Stolen Parcels
If your parcel is lost during transit, please contact our customer service team. After confirming the situation with the delivery carrier, we may arrange a replacement shipment or another appropriate solution.
Once the tracking information shows that your parcel has been successfully delivered to the address provided at checkout, SWIX VAPE STORE cannot be held responsible for parcels that are subsequently lost, misplaced, or stolen.
We recommend using a secure delivery address and keeping an eye on your tracking information to help ensure your order arrives safely.
Damaged or Defective Products
If your order arrives damaged or you believe a product is defective, please contact us within 48 hours of receiving your parcel.
TO REPORT
Please provide your order number together with clear photos or videos showing the product and the issue. Our customer service team will review the information and may contact you for additional details if required.
If the issue is confirmed to be a product defect or damage that occurred before delivery, we will work with you to provide an appropriate solution, which may include a replacement, store credit, or refund.
Order Errors
If you receive the wrong product, an incorrect quantity, or an item that does not match your order, please contact us within 48 hours of receiving your parcel.
Please provide your order number and clear photos of the items received. We will review the order details and, where the error is confirmed, arrange an appropriate solution such as a replacement shipment, store credit, or refund.
Important Information
Before placing an order, please carefully check your delivery details, product selection, flavour, quantity, and other order information. Once an order has been shipped, changes or cancellations may no longer be possible.
By placing an order with SWIX VAPE STORE, you acknowledge that you have read and agreed to the terms outlined in this Refund & Returns Policy.