Swendo Shop

At Swendo Shop, we specialize in providing digital products and services. This Return Policy outlines our approach to returns and refunds, designed to comply with European consumer protection laws, including the EU Consumer Rights Directive and the Digital Content Directive.

We are committed to providing high-quality digital products and ensuring customer satisfaction. However, due to the nature of digital content, our return policy differs from traditional physical products. This policy is designed to be fair to both our customers and our business.

For digital products, we generally do not offer refunds once the product has been accessed or downloaded, as this is standard practice in the digital marketplace and complies with EU regulations regarding digital content.

However, we may consider the following exceptions:

• Technical Issues: If the digital product is defective or does not function as described due to issues on our end.
• Misrepresentation: If the product was significantly misrepresented in our product description.
• Non-Delivery: If you did not receive the digital product after purchase.

Our policy regarding account balances and payment issues is as follows:

• Account Balance: Once funds are added to your account balance, they cannot be refunded back to your bank account. These funds can only be used for purchases on our platform.
• Balance Addition Issues: If you encounter problems during the process of adding funds to your account, and the payment was processed but the balance was not updated, we will refund the amount to your bank account.
• Product Purchase Issues: If you experience problems when purchasing a product with your account balance, we will either provide you with a new product or return the balance to your account.
• Bank Refund: As a last resort, if neither a new product nor an account balance refund is possible, we may process a refund to your bank account.

Our refund process is designed to be fair and transparent. When a refund is approved, we follow these guidelines:

• Refund Method: Refunds will be issued according to the following priority:
  1. Return to your account balance (if applicable)
  2. Issue a new product (if the original was defective)
  3. Refund to your original payment method
• Processing Time: Refunds are typically processed within 5-10 business days, depending on your payment provider. Account balance refunds may be processed more quickly.
• Refund Amount: The refund amount will typically be equal to the purchase price. In cases of partial usage or damage, the refund amount may be adjusted accordingly.
• Notification: You will receive an email notification once your refund has been processed, with details about the refund method and expected timeline.
• Tracking: You can track the status of your refund through your account dashboard or by contacting our customer support team.

We do not offer refunds in the following situations:

• Accessed Content: Once a digital product has been accessed, downloaded, or used.
• Change of Mind: If you simply changed your mind about the purchase after accessing the content.
• Incomplete Usage: If you did not fully utilize or complete the digital product.
• Compatibility Issues: If the product is incompatible with your system but system requirements were clearly stated before purchase.
• Account Balance: Once funds are added to your account balance, they cannot be refunded back to your bank account.

To request a refund, please follow these steps:

1. Contact Support: Reach out to our customer support team through the provided contact methods. Be sure to include "Refund Request" in your subject line.
2. Provide Information: Include your order number, the product name, and a detailed explanation of why you are requesting a refund. If applicable, provide screenshots or other evidence of the issue.
3. Review Process: Our team will review your request and respond within 2-3 business days. We may request additional information if needed.
4. Resolution: If approved, we will process your refund or offer an alternative solution. If denied, we will provide a clear explanation of the decision.

Under EU consumer protection laws, you have certain rights regarding digital content:

• Right to Conformity: Digital content must be of satisfactory quality, fit for purpose, and as described.
• Right to Updates: You are entitled to receive necessary updates to keep the digital content in conformity.
• Right to Remedy: If the digital content is not in conformity, you have the right to have it brought into conformity, receive a price reduction, or terminate the contract.

These rights are in addition to our return policy and are protected by EU consumer protection laws. If you believe your rights have been violated, you may contact your local consumer protection authority.

If you have any questions about our return policy or wish to request a refund, please contact us at: