Refund policy

How to Request a Return

If you need to return a product, please email us at downtown@swankymalone.co.uk to request a return. Please include your receipt or proof of purchase with your request.

Once we receive your return request, we will provide you with instructions on how to return the product to us. Items sent back without first requesting a return will not be accepted.


Faulty Products

If there is a fault with the product, we will cover the shipping costs and exchange the product for you. Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.


Change of Mind

If you wish to return a product for any other reason:

  • You must cover the shipping costs.

  • The product must be unopened, unused, and returned within 14 days of delivery.

  • Proof of purchase is required.


Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom products (such as special orders or personalized items)

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

We also cannot accept returns on sale items or gift cards. If you have questions about a specific item, please contact us.


Exchanges

If you need to exchange a product for a different one, please specify the product you'd like to receive in your email. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

Refunds will be processed within 7–10 business days after we receive the returned product and verify its condition.

  • If approved, you’ll be automatically refunded to your original payment method.

  • Please note it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at downtown@swankymalone.co.uk.


European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition you received it: unopened, unused, with tags, and in its original packaging, along with proof of purchase.


✅ We appreciate your understanding and cooperation. If you have any further questions, feel free to contact us at downtown@swankymalone.co.uk or call 0151 223 0220.