POLICY ON RETURNS

Refund Procedures

At Swirl & Sparkle, we want you to feel confident and happy with your purchase. We carefully check our products before dispatch; however, we understand that there may be occasions when you need to return or exchange an item. Please read carefully.

1. Returns

For eligible online purchases, you may request a return within 14 days of receiving your order.
To request a return, please contact Swirl & Sparkle within the 14-day period and provide your order details.
Item must be returned within 14 days.
Your statutory rights are not affected.

2. Damaged, Faulty or Incorrect Items

Please contact us as soon as possible if:

• Your item arrives damaged
• You have received an incorrect item
• A manufacturing fault or defect is identified
• The item is materially different from the product description

We may ask you to provide clear photographs or a short video of the item and packaging to help us review and resolve the issue.

Where an item is confirmed as faulty, damaged on arrival or incorrectly supplied, Swirl & Sparkle will arrange an appropriate refund, replacement or exchange in accordance with your statutory rights.

3. Conditions for Returns

Returned items must be:

• Unworn, other than being tried on for fit
• Unwashed
• In their original condition
• Returned with original tags attached
• Free from stains, make-up, perfume, deodorant or other marks
• Free from damage caused after delivery

Please take reasonable care when trying on garments.

We reserve the right to reduce a refund where an item has been handled beyond what would reasonably be permitted when examining or trying on the garment.

4. Items Excluded from Change-of-Mind Returns

Unless faulty or not as described, the following items may not be eligible for a change-of-mind return:

• Bespoke, personalised or customised items
• Garments altered specifically at the customer's request
• Items otherwise excluded from cancellation rights under applicable UK consumer law

This does not affect your statutory rights where an item is faulty or not as described.

5. Sale and Promotional Items

Sale, discounted and promotional items may be returned in accordance with this policy and your statutory rights.

Any specific promotional terms will be clearly stated at the time of purchase.

6. Colour and Product Variations

We make every effort to display product colours and details as accurately as possible.

However, slight colour variations may occur due to photography, lighting conditions and differences in phone, tablet or computer screen displays.

Minor colour variations of this nature are not generally considered a product defect.

This does not affect your rights where an item is materially different from its description.

7. Exchanges

Exchanges are subject to product and size availability.

Where your requested exchange item is unavailable, we may offer an alternative item or provide a refund where applicable.

We cannot guarantee that an alternative size, colour or product will remain available while a return is in transit.

8. Refunds

Once your return has been received and inspected, we will notify you regarding the outcome of your return.

Approved refunds will be issued to the original payment method.

Refunds will be processed in accordance with applicable UK consumer law and, where required, within 14 days of receiving the returned item or appropriate evidence that the item has been returned.

Your bank or payment provider may require additional time to display the refund in your account.

9. Return Shipping

For change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise agreed by Swirl & Sparkle.

We strongly recommend using a tracked postal or courier service and retaining your proof of postage until your return has been completed.

Where an item is faulty, damaged on arrival or incorrectly supplied, please contact us before returning the item so that appropriate return arrangements can be provided.

Swirl & Sparkle cannot accept responsibility for returned parcels lost in transit where a suitable tracked service has not been used.

10. Order Cancellations

Please contact us as soon as possible if you wish to cancel your order.

Where your order has not yet been dispatched, we will make every effort to cancel it before shipment.

If your order has already been dispatched, you may still have the right to cancel and return your order in accordance with this Returns & Exchanges Policy and applicable UK consumer law.

11. Return Verification

For damaged, faulty or incorrect items, we may request photographs or video evidence to assist us in reviewing the issue.

This helps us resolve concerns quickly and maintain the quality of our products. Any request for photographs or videos does not affect your statutory consumer rights.

12. Our Right to Review Returns

Swirl & Sparkle reserves the right to inspect all returned items and assess whether the conditions of this policy have been met.

We may refuse a discretionary return or reduce a refund where an item has been worn, washed, damaged, altered or handled beyond what is reasonably necessary to examine the product.

Nothing in this policy is intended to limit or exclude your statutory rights under UK consumer law.

Contact Our Team

If you have any questions regarding our returns or exchange process, or need assistance with a faulty, damaged or incorrect item, please contact the Swirl & Sparkle UK team.

Email: swirlandsparkleuk@gmail.com
WhatsApp: 07344 716682

When contacting us about a return, please include your:

• Full name
• Order number
• Item being returned
• Reason for the return

For damaged, faulty or incorrect items, please also include clear photographs or video evidence where possible.

Please include your name, order number, and reason for return when contacting us about any order issues.