Overview
SHWALEWM offers a 30-day return and refund policy for eligible products purchased from our official website.
Customers may request a return or exchange within 30 days after receiving the product, subject to the conditions below. Please contact our customer service team before sending any item back.
This policy applies only to orders placed on shwalewm.store.
Return Eligibility
To be eligible for a return, the item must:
- Be returned within 30 days after delivery
- Be unused, uninstalled, and in its original condition
- Include the original packaging, manuals, accessories, and all included parts
- Be packed properly to help prevent damage during return shipping
- Include valid order information or proof of purchase
Items that are used, installed, damaged by the customer, missing parts, or returned without approval may not be accepted.
Return and Refund Scenarios
You may request a return, exchange, or refund if:
- The product arrives damaged
- The product is defective upon arrival
- You receive the wrong item
- Your order is incomplete
- The product is not as described on the product page
- You change your mind and the product remains unused, uninstalled, and eligible for return
SHWALEWM may request photos, videos, packaging images, or other information to review the return request.
How to Request a Return or Refund
To start a return or refund request, please contact our customer service team:
Email: service@shwalewm.store
Phone: +86 158 5844 0090
Please include:
- Order number
- Name used for the order
- Product name
- Reason for return
- Photos or videos showing the issue, if applicable
- Photos of the package, if the item arrived damaged
After reviewing your request, we will provide return instructions by email.
Please do not send the product back without contacting us first. The official return address will be provided by email after your return request is approved.
Return Shipping Fees
For returns caused by defective, damaged, incorrect, or incomplete products, SHWALEWM will cover reasonable return shipping costs after the issue is verified.
For returns caused by personal reasons, such as change of mind, ordering the wrong item, or no longer needing the product, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service for returns. SHWALEWM is not responsible for return packages lost due to a carrier issue when the customer arranges return shipping.
Refund Process and Timeline
After we receive and inspect the returned item, we will notify you by email whether your refund has been approved.
Approved refunds will be processed to the original payment method within 7 business days after refund approval.
The time it takes for the refund to appear in your account may vary depending on PayPal, your bank, or your payment provider.
Exchanges
If you would like to exchange a product for a different color, model, or replacement item, please contact our customer service team first to confirm availability.
Exchanges are processed after the original item is received and verified to meet our return eligibility requirements.
If the requested replacement item is unavailable, we may offer a refund or another suitable solution.
Non-Returnable Items
The following items may not be eligible for return:
- Used or installed products
- Products damaged by misuse, improper installation, modification, or unauthorized repair
- Products missing original accessories, manuals, or included parts
- Products returned after the 30-day return period
- Items not purchased from shwalewm.store
- Items marked as final sale or non-returnable on the product page, if applicable
Any special non-returnable condition will be stated on the relevant product page before purchase.
Return Address
The official return address will be provided by email after your return request is approved.
Please do not send products to the original shipping address, package sender address, or any address listed on the parcel without confirmation. Returns sent to an unapproved address may not be received or processed.
Customer Responsibilities
Customers are responsible for:
- Contacting customer service before returning the product
- Providing accurate order and contact information
- Returning the product in eligible condition
- Packing the return item securely
- Keeping the return tracking number for reference
Failure to follow the return instructions may result in processing delays or return rejection.
Customer Support
For return, refund, or exchange questions, please contact us:
Email: service@shwalewm.store
Phone: +86 158 5844 0090
Business Hours: Monday–Friday, 9:00 AM–6:00 PM China Standard Time GMT+8