FAQ
Subscription Return Policy
STEP 1
Check if your order is eligible to return for a full refund.
The package is unopened.
You received your Swell order less than 30 days ago.
It is a full-size order (not a free trial).
STEP 2
Choose a courier service and pay the cost of return shipping. Please note:
You must ship the order to one of our warehouse addresses. We do not cover the cost of return shipping.
We do not accept in-person returns.
The package cannot be returned by marking it "Return to Sender" or "Refused."
STEP 3
Submit your proof of return via email at hi@swelllabs.org.
We only accept the following as proof of return:
A photo of the shipping receipt that shows the correct warehouse address as the recipient, OR
A new active tracking number indicating the parcel is in transit to our warehouse.
STEP 4
Once our team reviews your submitted proof of return, we will process your refund.
Refund processing may take 5-10 business days to appear in your original payment method.
To receive a full refund, please follow our guidelines below and ship your unopened order to one of our warehouses.
Partial Refund
We cannot provide a full refund for orders marked as "Refused" or "Returned to Sender," including cases where customers refuse to fulfill the required customs payments or pick up their orders held by the courier. These orders are only eligible for a 50% refund as they are not guaranteed to reach our warehouses. Original shipping fees are non-refundable. Replacement assistance is available for these types of orders.
Restocking Fee
For orders that have been prepared but have not yet left our facilities and are being canceled, a 25% restocking fee will be applied. This fee covers the cost of processing and handling the order before shipment.
Free Trial Policy
Free trial orders are non-refundable. Our free trial promotion waives the price of the trial products and is offered at the cost of shipping. Each customer is allowed to redeem our free trial promotion once. Customers who redeem multiple free trial promotions will be charged in full at our subscription pricing for subsequent free trial orders.
By redeeming our free trial promotion, you agree to be automatically enrolled in our subscription service. Your first subscription order will renew after the trial period ends. Upon your subscription’s scheduled renewal date, your default payment method on file will be automatically charged at our subscription pricing.
You can extend or cancel your free trial at any time through your Swell Labs account or by contacting us at hi@swelllabs.org.
Subscription Cancellation
To avoid being charged for a renewal order, you must cancel your subscription before its renewal date. Canceling your subscription does not retroactively cancel your existing or recently renewed orders.
You can cancel your subscription anytime through your Swell Labs account or by contacting us at hi@swelllabs.org.
Order Cancellation
Due to the automated process our warehouse uses to fulfill and hand off orders to our logistics partners for shipping, we cannot cancel an order once it has been created in our system. Please follow our return policy to receive a full refund for your order.
30-Day Satisfaction Guarantee
If you’re not satisfied with a product, we will provide you a refund for the cost of that product (excluding any additional fees). Contact Customer Support at hi@swelllabs.org within 30 days of the initial order date.
Please note: the 30-Day Satisfaction Guarantee refund does not include any shipping fees, customs fees, or any other additional fees. The 30-Day Satisfaction Guarantee is only eligible for first-time full-size orders. Products received through a free trial are not eligible for the 30-Day Satisfaction Guarantee.
Eco-Friendly Policy
At Swell Labs, our commitment to environmental sustainability is at the core of everything we do. This eco policy outlines our dedication to reducing our environmental impact and promoting sustainable practices throughout our business operations.
1. Sustainable Product Design
We design our products with sustainability in mind, using biodegradable materials and minimizing packaging waste.
Our Swell Bar is crafted to be long-lasting, reducing the need for frequent replacements and minimizing overall waste.
We continuously research and implement innovative, eco-friendly materials in our products and packaging.
2. Responsible Sourcing
We prioritize ethically and sustainably sourced ingredients for our products.
We work closely with suppliers who share our commitment to environmental stewardship.
We strive to minimize the carbon footprint of our supply chain by sourcing locally when possible.
3. Waste Reduction
Our packaging is designed to be minimal, recyclable, and/or biodegradable.
We encourage customers to recycle or compost our product packaging properly.
We implement waste reduction strategies in our manufacturing processes to minimize environmental impact.
4. Energy Efficiency
We are committed to reducing our energy consumption and increasing energy efficiency in our operations.
We prioritize the use of renewable energy sources where possible.
We regularly assess and improve our energy practices to minimize our carbon footprint.
5. Water Conservation
We design our products to be water-efficient, helping customers reduce their water usage.
We implement water conservation practices in our manufacturing processes.
We educate our employees and customers about the importance of water conservation.
6. Education and Awareness
We are dedicated to educating our customers about environmental issues and sustainable living practices.
We provide transparent information about our eco-friendly initiatives and the environmental impact of our products.
We engage in community outreach programs to promote environmental awareness.
7. Continuous Improvement
We regularly review and update our environmental practices to ensure we're using the most current and effective sustainability methods.
We set ambitious environmental goals and track our progress towards achieving them.
We welcome feedback from customers, employees, and partners to help us continually improve our environmental performance.
8. Compliance
We comply with all applicable environmental laws and regulations.
We go beyond compliance where possible, setting higher standards for ourselves in environmental protection.
By adhering to this eco policy, Swell Labs aims to lead by example in the personal care industry, demonstrating that it's possible to create high-quality products while prioritizing environmental sustainability.
Data Policy
At Swell Labs, we are committed to protecting your privacy and ensuring the security of your personal information. This data policy outlines how we collect, use, store, and protect your data when you interact with our website, purchase our products, or engage with our services.
1. Data Collection
We collect the following types of data:
Personal information (e.g., name, email address, shipping address) when you make a purchase or create an account
Payment information (processed securely through our payment processor)
Website usage data (e.g., pages visited, time spent on site)
Customer feedback and survey responses
Communication data (e.g., email correspondence, chat logs)
2. Use of Data
We use your data for the following purposes:
Processing and fulfilling orders
Providing customer support
Improving our products and services
Personalizing your shopping experience
Sending relevant marketing communications (with your consent)
Analyzing website performance and user behavior
Complying with legal obligations
3. Data Storage and Security
We store your data securely using industry-standard encryption and security measures.
We retain your data only for as long as necessary to fulfill the purposes outlined in this policy or as required by law.
We regularly review and update our security practices to ensure the ongoing protection of your data.
4. Data Sharing
We do not sell your personal data to third parties. We may share your data with:
Service providers who help us operate our business (e.g., shipping partners, payment processors)
Legal authorities when required by law or to protect our rights
5. Your Rights
You have the right to:
Access the personal data we hold about you
Request corrections to inaccurate data
Request deletion of your data (where legally permissible)
Opt-out of marketing communications
withdraw consent for data processing (where applicable)
6. Cookies and Tracking
We use cookies and similar technologies to enhance your browsing experience and analyze website usage.
You can manage your cookie preferences through your browser settings.
7. Children's Privacy
Our website and services are not intended for children under 13. We do not knowingly collect data from children under 13.
8. Changes to This Policy
We may update this policy from time to time. We will notify you of any significant changes by posting a notice on our website or sending you an email.
9. Contact Us
If you have any questions or concerns about our data policy, please contact us at privacy@swelllabs.com.
By using our website and services, you agree to the terms of this data policy. We encourage you to review this policy regularly to stay informed about how we protect your data.
Can't find what you are looking for?
No matter what your question is about, the team at Swell Labs is here to help. Email us at hi@swelllabs.org anytime.