Refund policy

Refund & Return Policy

Last updated: April 2026

Our Commitment

We want you to be happy with your Swendy. If something is wrong with your order, we will make it right. This policy explains how returns, refunds, and warranty claims work.

Defective Products

If your Swendy arrives defective or non-functional:

  • Contact us at zebbb93@gmail.com within 7 days of delivery with your order number, a description of the defect, and photo or video evidence.
  • We will assess the issue and provide the appropriate remedy at no cost to you. You do not need to return the defective item.
  • One replacement (part or unit) per order.

How We Handle Defects

Single component defect: If the defect affects a single replaceable component (such as the mouthpiece adapter, polycarbonate tube, telescopic tube, or ball), we will ship the replacement part at no cost.

Structural or major defect: If the defect affects the main body, the iris mechanism, or otherwise renders the product unusable, we will ship a full replacement unit at no cost.

The appropriate remedy is determined on a case-by-case basis after reviewing your photo or video evidence.

Examples of covered defects: iris mechanism blocked or non-functional, parts broken on arrival, mouthpiece adapter incompatible with the declared instrument, cracked tube, missing components.

Right of Withdrawal — EU Consumers (14-Day Return)

If you are a consumer in the European Union, you have the right to return your purchase within 14 days of delivery, without giving any reason, under EU Directive 2011/83/EU.

Important: Hygiene Seal

Each Swendy is delivered in a sealed zip-lock bag with a branded adhesive seal. Because Swendy is a device through which the user blows air, it cannot be returned once the hygienic seal has been opened, in accordance with Art. 16(e) of EU Directive 2011/83/EU.

  • Seal intact: Full refund of the product price. Return shipping is paid by the buyer. Original shipping costs are not refunded.
  • Seal broken: Return not accepted. No refund.

How to Return

  1. Email us at zebbb93@gmail.com within 14 days of receiving your order, stating your intention to return.
  2. Ship the product back in its original, sealed packaging within 14 days of your email.
  3. Once we receive the product and verify the seal is intact, we will issue a full refund of the product price within 14 days.

Warranty (2-Year Legal Guarantee)

All Swendy products sold to EU consumers are covered by a 2-year legal guarantee of conformity under Italian Legislative Decree 206/2005.

If a defect of conformity appears within 2 years of delivery:

  • Contact us at zebbb93@gmail.com with your order number, a description of the issue, and photo or video evidence.
  • If the claim is accepted, we will ship a replacement at no cost.

The warranty does not cover: normal wear and tear, damage from dropping or misuse, deformation from heat exposure (above 60°C), cosmetic variations from 3D printing, damage from use without a mouthpiece, or unauthorised modifications.

Full warranty details are available in our Terms of Service, Sections 8 and 9.

Non-EU Customers

If you are located outside the European Union, the 14-day right of withdrawal does not apply by law. However, we still honour our defective product policy and 2-year warranty worldwide. If your Swendy arrives defective, contact us and we will send a replacement.

Refund Method

All refunds are issued to the original payment method used at checkout. Refunds are processed within 14 days of receiving the returned product (for returns) or within 14 days of approving a warranty claim (for replacements where a refund is preferred over replacement). Please allow additional time for your bank or payment provider to process the refund.

What We Cannot Refund

  • Products with a broken hygienic seal (opened zip-lock bag)
  • Damage caused by misuse, neglect, or use without a mouthpiece
  • Cosmetic variations inherent to 3D printing (layer lines, minor colour differences)
  • Original shipping costs (in case of withdrawal/return)
  • Customs duties or import taxes paid by the buyer
  • Orders where delivery was refused due to customs charges (return shipping and original shipping will be deducted)

Contact

For any return, refund, or warranty question:
Email: zebbb93@gmail.com
Please always include your order number.