GOOD SUPPORT.
CLEAR NEXT STEPS.
If something is wrong with your order, let’s look at it together. Here’s what to send us, what happens next and how approved refunds are handled.
from the delivery date
an approved refund
before sending an item back
What you need to know
Except where applicable law gives you a right to return or cancel, our commercial policy does not offer returns or exchanges for a change of mind, an incorrectly chosen size or model, or normal wear and tear. Please review the product details carefully before ordering.
If an item arrives damaged, defective or different from what you ordered, contact us within 7 days of delivery so we can review the issue.
The reporting window applies to damaged, defective or incorrect items. It is not an offer of change-of-mind returns. This is a commercial service policy. It does not limit mandatory consumer rights, statutory withdrawal rights or legal deadlines. The 7-day reporting request is not a cutoff for those rights.
Three steps to get help
Tell us what happened.
Have your order number ready. Describe the issue and when the parcel arrived.
Show us the details.
Provide clear photos of the item, the issue and the packaging. Keep the accessories where possible.
Follow the next steps.
We review the information and discuss a replacement or refund, depending on the issue and availability.
When we can help
Report the problem within 7 days. Please keep the item and packaging available for review.
Send your order number and photos of what you received so we can compare it with your order.
Damage caused by improper use, accidents, neglect or unauthorized modification is not covered by the current policy.
Subject to mandatory consumer rights, our commercial policy does not offer returns for preference changes, a wrong size or model selected, or normal wear.
For an eligible issue, the resolution may be a replacement of the same item, where available, or a refund to the original payment method. The appropriate option depends on the case and stock availability.
Shipping & order cancellations
Where the issue is our error: for a defective or incorrectly shipped item, we cover reasonable return or reshipment costs, or offer a resolution that does not require a return. Contact us for instructions before arranging shipment.
Where an item is normal and was shipped correctly: shipping costs are not refunded under the commercial policy, except where a refund is required by law.
Need to cancel? Contact us as soon as possible with your order number. Cancellation is only possible before warehouse processing, packing or shipment. We cannot guarantee that a request will reach the team before processing begins. This operational rule does not replace a statutory cancellation or withdrawal right where one applies.
After a refund is approved
Subject to any shorter legal deadline, approved refunds are processed within 5–10 business days to the original payment method. Your bank or payment provider may take additional time to display the credit.
If the refund has not appeared after 10 business days, check with your bank or card issuer first. Then contact SEWARD with your order number and refund details if you still need help.
A few common questions
Can I return an item because I changed my mind?
Except where applicable law gives you a right to return or cancel, our commercial policy does not offer change-of-mind returns. If you receive a damaged, defective or incorrect item, please report it within 7 days of delivery. This commercial policy does not limit statutory consumer rights, including any applicable withdrawal or cancellation right; the 7-day reporting request is not a cutoff for those rights.
Should I send the item back immediately?
Please contact us first. Keep the item, accessories and packaging while the issue is reviewed, and follow the return instructions provided for your case.
Does reporting an issue guarantee a refund?
No. The team first reviews the issue and supporting information. An eligible case may be resolved with a replacement or a refund, depending on the circumstances and availability.
What should I include when contacting support?
Include your order number, delivery date, a short description, and clear photos of the product and packaging. Do not send full payment card details.
