Ordering swag for your team or your clients should be the easy part of your week — so here’s exactly how we handle cancellations, refunds, and anything that doesn’t turn up the way it should. No fine print surprises. If your situation isn’t covered below, just email us and we’ll sort it out like humans.
The 30-second version
Haven’t paid yet? Change your mind freely — nothing’s been set in motion.
Once an order’s confirmed and paid, we get straight to work buying in the materials for your items — so cancellations are rare. If we do agree to one, you get the full amount as store credit for a future order, rather than money back.
If we got it wrong — a defect, a misprint, damage in transit, or a short shipment — we’ll fix it, replace it, credit it, or refund it. That’s on us.
We can’t credit or refund a typo or logo that was correct on the proof you approved — so give that proof a good look before you say go.
A quick word on how swag works
Everything we ship is made to order — printed, embroidered, or assembled specifically for you, in the colours, sizes, and branding you choose. It’s not sitting on a shelf, so it can’t go back on one.
That’s why we always send you a proof or order summary to approve before anything goes into production. Once you give it the thumbs up — in the app or over email — that’s what we make. Please double-check the spellings, the logo file, and the sizes, because once you’ve approved them we can’t undo a detail you signed off on.
Cancelling an order
Before you pay: Cancel freely — we haven’t committed anything on our side yet.
After you’ve paid: As soon as an order’s confirmed, we start procuring the products and materials to make it, so orders usually can’t be cancelled. In the rare case we do agree to cancel, we issue the full amount as store credit (a credit note) to put towards a future order, rather than a cash refund — otherwise we’re left holding stock that was bought specifically for you.
Once it’s in production: It can’t be cancelled — it’s already being made just for you. If it’s not finished yet, talk to us — sometimes we can tweak things for a small extra charge, but we can’t promise it.
If we have to cancel: If we ever genuinely can’t deliver what you ordered, or your payment doesn’t go through, we’ll make it right with a full refund or store credit — your choice.
When it’s on us
If any of these happen, we’ll make it right — reprint, replace, credit, or refund the affected items:
It’s faulty — a real defect in the product or how it was made.
The branding is wrong — wrong logo, wrong colour, wrong placement, or a bad print that’s our doing.
You got the wrong thing — it doesn’t match what you ordered.
It arrived damaged — the courier wasn’t gentle.
Something’s missing — you received fewer items than you ordered, or part of the box is missing.
When we can’t refund
A few things we genuinely can’t take back — and why:
Change of mind, or you no longer need the gifts.
A spelling, size, or design that was right on the proof you approved.
Tiny, normal variations in custom-made goods — slight differences in colour shade, print position, or the natural grain of wood, leather, and fabric. Screen colours never match print perfectly, and that’s expected.
Delays or non-delivery because the shipping address we were given was wrong or incomplete.
Damage that happened after delivery from everyday use or rough storage.
Something’s not right? Here’s what to do
Email hello@swagloop.com with your order ID, what went wrong, how many items are affected, and a few clear photos (the product, the printing, and the box if it’s damage). The sooner the better — here are the windows we work to:
Damaged in transit? Tell us within 48 hours of delivery. If you can, snap a photo of the box before you open it.
Missing items, wrong items, or wrong branding? Within 7 days of delivery.
A defect? Within 7 days of delivery.
After these windows it gets hard for us to check what actually happened, so please reach out quickly. Hang on to the items and packaging until we’ve sorted it — we might ask you to send a few back (on our dime) so we can take a look.
How we’ll fix it
Once we’ve confirmed the issue, we’ll work out the best fix with you — usually one of:
a reprint or replacement of the affected items,
store credit towards this or a future order, or
a refund for the value of the affected items.
If only some of the order is affected, the fix covers just those items — not the whole order.
How refunds reach you
Just so it’s clear: a cancellation after you’ve paid is settled as store credit (see above). A cash refund is for the times something was genuinely our fault — a defect, wrong or damaged goods, a short shipment, or an order we couldn’t fulfil.
When we do refund, it goes back the way you paid — to your card, UPI, or net banking through Razorpay, or by bank transfer if you paid us offline. Once a refund is approved, we kick it off within 3 business days, and it usually lands in your account within 5–7 business days, depending on your bank.
If we’d already raised a GST invoice, we’ll issue a credit note and adjust the tax as required. The only time we might hold back a small amount is non-refundable payment-gateway fees — and only when the cancellation wasn’t our fault.
Shipping & delivery
How long it takes: Most orders ship within 12–14 working days of you confirming the order and approving the artwork, depending on stock and how custom it is.
Where we ship: Anywhere in India, through trusted courier partners. Delivery dates are our best estimate — we can’t control courier hiccups or things like weather and strikes.
Receiving the box: Once it’s dispatched, the goods are in your care — so try to have someone around to receive and give it a quick check.
If a delivery fails: If a box comes back to us because of a wrong address or missed attempts, re-shipping it costs a bit extra. But if it’s lost or undelivered because of us or the courier, we’ll re-ship it free.
Still stuck? Escalate to us
If something hasn’t been resolved to your satisfaction, you can take it straight to our grievance officer. We’ll get back to you within 48 hours and aim to wrap things up within a month — in line with the Consumer Protection (E-Commerce) Rules, 2020.
Grievance Officer — Swagloop Ventures Private Limited Email: hello@swagloop.com A1/87, 4th Floor, Sewak Park, Dwarka, New Delhi – 110059, India
The legal bit
This policy follows Indian law and falls under the courts of Delhi. None of it takes away any rights you have that the law says can’t be taken away. It works hand-in-hand with our Terms of Service.
Talk to us
Got a question about this policy or an order in flight? We’d rather hear from you than have you guess — email hello@swagloop.com or write to us at:
Swagloop Ventures Private Limited A1/87, 4th Floor, Sewak Park, Dwarka, New Delhi – 110059, India CIN: U82990DL2026PTC463530