Last updated: June 9, 2026
This Refund Policy explains how Suwen Craft handles return requests, exchanges, defective items, refund review, and related customer responsibilities. Please read this policy before placing an order. By purchasing from this website, you agree to the refund and return process described below, unless a different written agreement applies to your order.
1. Return Request Period
If you wish to request a return or refund, please contact us within 30 days after receiving your order. Requests made after this period may be declined unless required by applicable law or unless the item has a confirmed manufacturing defect that was not reasonably discoverable earlier.
The return request period begins on the date the package is marked delivered by the logistics provider. If tracking does not show a clear delivery date, we may use reasonable delivery evidence available from the carrier, order records, or customer communication.
2. Eligibility for Returns
To be eligible for return, the product should generally be unused, clean, undamaged, complete, and returned with original packaging, labels, accessories, manuals, and any included materials where possible. Products should not show signs of misuse, improper storage, unauthorized modification, heavy wear, contamination, or damage caused after delivery.
For wellness tools, handcrafted items, personal-care products, or hygiene-sensitive products, returns may be limited where the item has been used, opened in a way that affects hygiene or resale condition, customized, engraved, personalized, or made according to customer-specific requirements.
3. Items That May Not Qualify
Refunds or returns may not be available for products damaged by misuse, incorrect care, improper cleaning, exposure to extreme conditions, unauthorized repair, accidental breakage after delivery, normal wear and tear, personal preference after use, color or texture differences caused by natural materials, or minor handmade variations that were described as possible in the product information.
Digital content, downloadable resources, consultation services, gift cards, special-order items, customized items, clearance items marked as final sale, and items purchased through unauthorized channels may be non-refundable unless required by law or unless we confirm a material error or defect.
4. How to Request a Refund or Return
Please contact us before sending any product back. Include your order number, name, contact information, product name, a clear description of the issue, and photos or videos where relevant. For damaged, defective, missing, or incorrect items, visual evidence helps us review the issue faster and may be required before a return label, replacement, or refund decision is provided.
Items sent back without prior communication may be delayed, rejected, or difficult to match with an order. We recommend keeping all packaging and shipping records until the request is resolved.
5. Inspection and Approval
After we receive a returned item or enough supporting evidence, we will review the request and confirm whether the refund, replacement, exchange, partial refund, or store credit is approved. Inspection may include checking order records, product condition, packaging, shipping information, photos, customer communication, and the stated reason for return.
If the returned product does not match the approved request, is incomplete, is damaged after delivery, or is not in eligible condition, we may reduce the refund amount, refuse the return, or request additional information.
6. Refund Processing
Approved refunds are normally issued to the original payment method used for the order. Processing time may vary depending on the payment provider, bank, card issuer, or payment platform. After we submit the refund, it may take additional business days for the amount to appear on your statement.
If the original payment method is unavailable, expired, or unable to receive a refund, we may request additional information and process the refund using a reasonable alternative method where permitted.
7. Shipping Fees, Duties, and Return Costs
Original shipping fees, expedited shipping fees, payment handling fees, customs duties, import taxes, and local delivery charges may be non-refundable unless the refund is caused by our confirmed error, a confirmed defective product, or applicable law requires otherwise.
Return shipping responsibility depends on the reason for return. If the product is returned because of customer preference, duplicate purchase, incorrect selection, or change of mind, the customer may be responsible for return shipping costs. If the product is confirmed defective or we sent the wrong item, we will review whether return shipping support, replacement, or reimbursement is appropriate.
8. Damaged, Defective, Missing, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible with photos of the package, product, shipping label, and any visible damage or mismatch. Do not dispose of packaging until the case is reviewed, because logistics providers may require packaging evidence.
Depending on the situation, we may offer a replacement, exchange, partial refund, full refund, repair guidance, or other reasonable solution. The available solution depends on stock availability, defect confirmation, shipping destination, and the nature of the issue.
9. Exchanges
Where available, exchanges may be offered for eligible products. If the replacement item has a different price, shipping requirement, or availability status, we will confirm the details before processing. Exchange requests are subject to product condition, stock availability, and approval.
10. Cancellations
If you need to cancel an order, contact us as quickly as possible. We will try to help if the order has not yet been processed, packed, shipped, customized, or handed to a logistics provider. Once an order is already in shipment or production, cancellation may not be possible and the return process may apply instead.
11. Chargebacks and Payment Disputes
If there is a problem with an order, please contact us first so we can review and resolve it. If a payment dispute or chargeback is opened, we may provide order records, tracking information, communication history, policy terms, and delivery evidence to the payment provider as part of the review process.
12. Contact
For refund, return, exchange, or cancellation questions, please contact Suwen Craft at info@suwen-craft.com or by phone at +60 166799561. Please include your order number so we can assist you more efficiently.