Return & Exchange Policy

1. Return Process

All refund calculations are based on a standard product value of 1000AED.

(1) Application Submission

• Contact customer service (email/WhatsApp) providing: order number, product photos, description of issue.
• Response time: within 24 hours (working days).

(2) Review & Confirmation

• Eligible cases will receive designated logistics information.

(3) Return Shipment

• Shipping logistics notice: Must use original packaging and contact our logistics team for picking up.
• Shipping cost rules: For non-quality related returns, customer bears shipping cost; for quality issues, we cover shipping fee.

(4) Refund and Deductions

• Returns due to product defects or quality issues: A full refund will be issued, covering the complete product value.
• Returns for all other reasons (e.g., change of mind, incorrect size): The refund amount will be credited to the original payment method, minus any applicable fees such as restocking fees, return shipping, and handling charges.

Refund Examples

2. Exchange Process

• Follow rules: Follow steps (1)–(3) of return process

Exchange Note:

(1) Replacement with New Product or Other type items

• Eligible items will be replaced with the same model/specification in brand-new condition.
• Eligible items can be replaced with other type items.

(2) Price Adjustment (Refund or Top-up)

• If the replacement item's price is higher, the customer must pay the difference.
• If the replacement item's price is lower, the balance will be refunded to the original payment method.
• Price differences are based on the current selling price at the time of exchange.

3. Customer Tips

For Third-party Carrier Case

1. Scope of Application

This policy applies to cases where customers arrange their own secondary shipping and encounter product damage or scratches.

2. Liability Clarification

• Our Responsibility (Firstleg Shipping): We ensure products are carefully checked and properly packaged before handover to a third-party carrier and provide packing photos/videos as proof.
• Customer's Responsibility (Secondary Shipping): Customers are responsible for second delivery and assume all risks (e.g., damage/scratches) during secondary transport.
• Risks of loss or damage and title to the goods shall transfer upon delivery to the third-party carrier.

3. Return and Exchange Process

• If damage occurred from our side, we offer refunds/exchanges. Details follow Swin Outdoor Furniture Return & Exchange Policy.
• If damage occurred during secondary shipping (customer arranged), customer should claim with the third-party carrier.
• For special or disputed issues, both parties will resolve them through amicable negotiation.

Specially: For Cargo Shipment

• Returns/Exchanges due to product defects or quality issues: Customer need to undertake the international shipping costs. We will cover shipping in UAE.
• Returns/Exchanges for all other reasons (e.g., change of mind, incorrect size): The customer is responsible for all costs associated with delivering the goods to our warehouse.