Refund policy

Return and Refund Policy

Last Updated: August 2026

At FSW GLOBAL LTD, customer satisfaction is important to us. We want you to shop with confidence, and we aim to make our return and refund process simple, fair, and transparent.

1. 30-Day Return Policy

We offer a 30-day return policy. You may request a return within 30 days from the date you receive your order.

To be eligible for a return, the item should be:

In its original or reasonably unused condition
Complete with all accessories, components, manuals, and packaging where applicable
Accompanied by proof of purchase or your order number

This policy does not affect your statutory rights under applicable UK consumer law.

2. How to Request a Return

To request a return, please contact us at:

Email: shopify@fswglobal.xyz
Phone: +44 1753534851

Please provide your:

Full name
Order number
Product you wish to return
Reason for the return
Photos or videos if the item is damaged, defective, or incorrect

Please contact us before sending your item back so that we can provide the appropriate return instructions.

3. Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If your product arrives damaged, defective, incomplete, or you receive the wrong item, contact us as soon as possible. We may request photographs or videos to help us assess the issue.

Where applicable, we will arrange an appropriate replacement, repair, or refund in accordance with your consumer rights.

Under UK consumer law, goods must be as described, of satisfactory quality, and fit for purpose.

4. Change-of-Mind Returns

If you simply change your mind about your purchase, you may request a return within our 30-day return period, subject to the conditions above.

For online purchases, UK consumers also have statutory cancellation rights. Generally, customers have 14 days after receiving goods to tell the seller that they wish to cancel and a further 14 days to return the goods.

5. Return Shipping

Unless otherwise required by applicable law:

If the item is faulty, damaged, or incorrect due to our error, we will cover reasonable return shipping costs.
For change-of-mind returns under our voluntary 30-day policy, the customer may be responsible for return shipping costs.

Any applicable return shipping charges will be clearly communicated before the return is processed.

6. Refunds

Once your returned item has been received and inspected, we will notify you about the status of your refund.

If approved, the refund will normally be issued to your original payment method.

Please note that your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

Where statutory cancellation rights apply, refunds will be processed within the time limits required by applicable UK law. UK guidance generally requires refunds within 14 days after the goods are returned or evidence of return is provided.

7. Exchanges

If you would like to exchange an item for another model, size, colour, or version, please contact our customer service team.

Exchange requests are subject to product availability.

If the requested replacement is unavailable, we may offer an alternative product or refund where appropriate.

8. Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where an exemption applies under applicable law, including certain:

Custom-made or personalised products
Perishable goods
Sealed hygiene-sensitive products once unsealed
Other products legally exempt from cancellation rights

Nothing in this policy limits your legal rights where an item is faulty, damaged, misdescribed, or otherwise does not conform to the contract.

9. Order Cancellation

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before shipment. If the order has already been dispatched, you may need to follow our normal return procedure after receiving it.