Refund policy

This is the Return and Refund policy of SupplySwap

A. Return Policy

Right of Withdrawal

You have the right to withdraw from this contract within 90 days without giving any reason.

The withdrawal period will expire 90 days from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Vincent Janssen, Supplyswap, Oude staat 15A, 6118AW Nieuwstadt, Netherlands, Tel.: +31 616821948, service@supplyswap.com) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us.

Return Address:

Returns can be exclusively directed to the following address:

Supplyswap / Yunexpress Logistics Limited, Hessenring 25, 64546 Mörfelden-Walldorf, Germany.

The deadline is met if you send back the goods before the period of fourteen days has expired.

You will have to bear the direct cost of returning the goods if the delivered goods are as ordered and if the price of the goods to be returned does not exceed 40 euros. Otherwise, we will bear the cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exclusion or Premature Expiration of the Right of Withdrawal

The right of withdrawal expires prematurely for contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery.

The right of withdrawal expires prematurely for contracts for the supply of audio or video recordings or computer software in a sealed package if the seal is removed after delivery.

The right of withdrawal does not apply to consumers who, at the time of concluding the contract, are not a member of a member state of the European Union and whose sole place of residence and delivery address is outside the European Union at the time of concluding the contract.

B. Return Form

If you want to withdraw from the contract, please fill out this form and send it back to us.

To:

Vincent Janssen
Supplyswap
Oude staat 15A
6118AW Nieuwstadt
Netherlands
Email: service@supplyswap.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

_______________________________________________________

Ordered on (*) ____________ / received on (*) __________________

________________________________________________________

Name of consumer(s)

________________________________________________________

Address of consumer(s)

________________________________________________________

Signature of consumer(s) (only if this form is notified on paper)

_________________________

Date

(*) Delete as appropriate.

Additional Conditions for Return

You can return items within 90 days of receipt if they meet our acceptance conditions.

Conditions for Return

  • Product Condition: The product must be unused, in its original condition, and undamaged by the customer.
  • Packaging: Products must be returned in their original packaging.
  • Non-returnable Items: Hygiene products and underwear are non-returnable due to health protections.

Costs of Return

Return shipping costs are the responsibility of the customer, regardless of location.

Return Process

  • Initiate a Return: Contact us at service@supplyswap.com with your order number and the reason for return.
  • Return Form: We will provide you with the return form.
  • Return Address: The return address is in China, and the exact location may vary depending on the product. Please request the address from customer service.
  • Shipping: Ensure that the package has a Track & Trace code. You are responsible for the shipping costs.

Processing Returns

Once we receive and assess your returned items, we will process your refund within 5 days if the return is approved, using the original payment method.

Specific Scenarios

  • Items Never Arrived: If your order hasn’t arrived within the expected time, please check our shipping policy for potential delays. Contact our customer service for further assistance. Sometimes, shipping may take a bit longer. Check our Track Your Order page for updates.
  • Wrong Product Received: If you receive a product different from the one you ordered, contact us immediately to arrange for the correct item to be sent.
  • Damaged or Faulty Items: If your item arrives damaged or defective, please take a photo immediately and contact us so we can address the issue.
  • Change of Mind: You can return the product for any reason within the return period if it meets the return conditions stated above.

Cancellations

  • Cancellation Policy: You can cancel your order within 24 hours of placing it without any charge. If the order has been shipped, you’ll need to wait for it to arrive and return it following the standard return process.

Exchanges

We don't accept exchanges. For the fastest service, return the item you do not want and place a new order for the desired item once your return is approved.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, it will automatically be applied to your original payment method.

Company Information

  • Website Name: SupplySwap
  • Company Name: PrimeSource B.V.
  • Address: Oude Staat 15A, 6118 AW Nieuwstadt, Netherlands
  • Email: service@supplyswap.com
  • Contact Form: here
  • Phone: +31 616821948
  • Company Number: 89243641
  • VAT Number: NL864921925B01

Customer Service Hours

Monday to Friday from 09:00 to 17:00. We strive to respond within one business day.