Refund policy

Effective date: 11 August 2026

1. OVERVIEW

This Return and Refund Policy explains how cancellations, returns, refunds and product issues are handled by SwordEyeVisions Ltd.

Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded.

Customer Support:
support@swordeyevisions.com

Do not send products to the SwordEyeVisions registered office or to any other address unless Customer Support has first provided written return instructions.

2. BEFORE RETURNING ANY PRODUCT

Please contact Customer Support before sending anything back.

Include:

your order number;
the product concerned;
the reason for your request;
photographs where the product is damaged, defective or incorrect, where reasonably possible.

If a return is authorised, we will provide the applicable return instructions.

Products may be fulfilled through different production and delivery routes, so the correct return destination may vary.

Sending a product to an unauthorised address may delay the handling of your return.

3. UK CONSUMERS — CHANGE-OF-MIND CANCELLATION

If you are a UK consumer purchasing eligible goods online, you may normally cancel your purchase without giving a reason by notifying SwordEyeVisions within 14 days after you receive the goods.

After notifying us of your decision to cancel, you must return the eligible goods within a further 14 days.

To exercise this right, contact:

support@swordeyevisions.com

Your cancellation request should clearly state that you wish to cancel the relevant purchase and include enough information for us to identify your order.

A product being produced or fulfilled after you place your order does not, by itself, remove your statutory cancellation rights.

4. CONDITION OF CHANGE-OF-MIND RETURNS

You may inspect and handle eligible goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could examine them in a shop.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary.

Please return goods with the product components and packaging reasonably available to you.

5. RETURN COSTS FOR CHANGE-OF-MIND RETURNS

Unless we state otherwise, you are responsible for the direct cost of returning an eligible change-of-mind return.

We will provide the appropriate return destination or other return instructions before you send the product.

If the product is faulty, damaged, incorrect or not as described, different arrangements may apply as explained below.

6. REFUNDS FOR UK CHANGE-OF-MIND CANCELLATIONS

Where a valid UK cancellation right applies, we will refund:

the price paid for the eligible returned goods; and
the cost of the least expensive standard delivery option offered for the original order, where you paid an outbound delivery charge.

If you chose a more expensive delivery method, we are not required to refund the additional amount above the standard delivery cost.

Where permitted by law, we may wait to issue the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

The refund will normally be made using the original payment method unless another method is expressly agreed.

Refund timing will comply with applicable consumer law.

7. PERSONALISED AND CUSTOM-MADE PRODUCTS

The statutory change-of-mind cancellation right may not apply to goods that are made to your specifications or are clearly personalised.

This exception applies only where the product genuinely falls within the applicable legal exception.

It does not apply merely because a standard SwordEyeVisions product begins production after an order is placed.

Faulty, damaged, incorrect or misdescribed personalised products remain subject to applicable consumer rights.

8. APOTHECARY, HYGIENE AND SEALED PRODUCTS

For health, hygiene and product-safety reasons, the change-of-mind cancellation right may not apply to a sealed product that is not suitable for return for health or hygiene reasons once its seal has been broken.

Where applicable, this may include certain personal-care, cosmetic, grooming or similar products after the relevant protective seal has been opened.

This exception does not remove rights relating to products that are faulty, damaged, unsafe, incorrect or not as described.

Please contact Customer Support before returning any Apothecary product.

9. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS

If a product arrives:

faulty;
damaged;
incorrect;
not as described; or
otherwise not conforming to applicable consumer rights,

please contact:

support@swordeyevisions.com

as soon as reasonably possible.

Include your order number and appropriate supporting information, such as photographs of damage or an incorrect product where relevant.

Depending on the circumstances and applicable law, the appropriate remedy may include:

a refund;
repair;
replacement;
price reduction; or
another remedy required by law.

For UK consumers, statutory remedies for faulty goods apply independently of the change-of-mind cancellation rules.

Nothing in this policy removes those rights.

10. PRODUCTS DAMAGED AFTER DELIVERY

We are not responsible for damage caused after delivery by misuse, accident, improper care, unauthorised alteration or other causes for which SwordEyeVisions is not responsible.

This does not affect rights relating to faults or defects that existed when the product was supplied.

11. DIGITAL PRODUCTS

Digital products are not currently sold through this Shopify storefront. If supplied through another authorised SwordEyeVisions channel, they are governed by that channel’s purchase terms, our Digital Product Terms and applicable law.

Where offered, digital products are supplied electronically.

Where applicable law provides a cancellation period for digital content, the right to cancel may be lost once immediate digital supply begins only where the required express consent and acknowledgement have been properly obtained.

If the legally required consent or acknowledgement has not been obtained, applicable cancellation rights remain unaffected.

Digital content that is faulty, not as described or otherwise fails to meet applicable legal standards remains subject to the remedies required by law.

For problems accessing a digital purchase, contact:

support@swordeyevisions.com

12. UNITED STATES AND OTHER NON-UK CUSTOMERS

If you are outside the United Kingdom, your rights may vary according to the law applicable to your purchase and location.

SwordEyeVisions will honour consumer rights and remedies that apply by law.

For change-of-mind requests that are not covered by a mandatory legal right, contact Customer Support before returning anything. Any additional return eligibility will be assessed according to the product, its condition, the fulfilment route and the applicable terms provided at the time of purchase.

Nothing in this policy limits non-excludable rights under applicable law.

13. SALE AND PROMOTIONAL ITEMS

A discount, promotional price or sale price does not remove statutory rights relating to faulty, damaged, incorrect or misdescribed goods.

Any change-of-mind return right will depend on the same eligibility rules that otherwise apply to the product.

14. EXCHANGES

Because products may be produced and fulfilled through different routes, direct exchanges may not always be operationally available.

Where an exchange is requested, Customer Support will advise whether:

an exchange can be arranged;
a replacement is the appropriate remedy; or
a return and new order is required.

Statutory remedies are not affected by this operational process.

15. REFUND PROCESSING

Approved refunds are submitted to the original payment method unless another method is agreed or required.

After SwordEyeVisions submits a refund, the time taken for the funds to appear in your account may depend on the payment provider or financial institution.

A refund is not considered failed merely because the customer's bank or card provider has not yet completed its own processing.

16. ORDER CANCELLATION BEFORE FULFILMENT

If you need to cancel an order shortly after placing it, contact:

support@swordeyevisions.com

as soon as possible.

We will try to assist where the order has not progressed too far into production or fulfilment.

This operational cancellation process is separate from any statutory cancellation rights that apply after delivery.

17. RETURN ADDRESS

Do not send a return to:

our registered office;
a production partner;
a supplier;
or any address found on packaging or online,

unless SwordEyeVisions Customer Support has specifically instructed you to do so.

The appropriate return route may differ depending on the product and fulfilment requirements.

18. HOW TO CONTACT US

Customer Support:

support@swordeyevisions.com

SwordEyeVisions Ltd
Company number: 16363676
Registered in England and Wales

Registered office:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

The registered office is not a general customer-return address.

19. MODEL CANCELLATION FORM — UK CONSUMERS

You may use the following form if you wish to cancel an eligible contract. You do not have to use this form; you may instead contact us with any other clear statement that you wish to cancel.

Sending this cancellation form does not mean that goods should be returned to our registered office. If goods need to be returned, Customer Support will provide the correct return instructions separately.

MODEL CANCELLATION FORM

(Complete and return this form only if you wish to cancel the contract.)

To:

SwordEyeVisions Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Email: support@swordeyevisions.com

I/We hereby give notice that I/we wish to cancel my/our contract for the following goods or services:

____________________________________________________

Order number (if available):

____________________________________________________

Ordered on:

____________________________________________________

Received on (where applicable):