Refund policy
Right of Withdrawal and Returns
Swaravo is a brand of Muse Trading Limited. If you have any questions about an order, withdrawal, return or defect, you can reach us at support@swaravo.com or via https://swaravo.com/pages/contact.
1. Statutory Right of Withdrawal
If you are a consumer, you generally have the right to withdraw from a distance contract within 14 days without giving any reason, provided that no statutory exception applies.
The withdrawal period begins on the day on which you, or a third party designated by you who is not the carrier, took possession of the goods. If multiple goods from a single order are delivered separately, the period begins upon receipt of the last item. If goods are delivered in multiple partial shipments, it begins upon receipt of the final partial shipment.
To exercise your right of withdrawal, inform us before the period expires of your decision by means of a clear statement, for example by email or letter:
Muse Trading Limited
Flat C, 19/F Wai Fat Building
5 Fung Cheung Road
Yuen Long, New Territories
Hong Kong
Email: support@swaravo.com
You may use the model withdrawal form at the end of this page, but this is not mandatory. It is sufficient to send your statement before the withdrawal period expires. An order number helps us identify the order, but it is not a requirement for an effective withdrawal. You do not need to obtain our prior approval for the withdrawal.
2. How to Return Goods Following a Withdrawal
Step 1: Clearly notify us of your withdrawal by email or letter. If possible, include the order details so that we can identify your request more quickly.
Step 2: Send the goods to the following return address no later than 14 days from the day on which you informed us of the withdrawal:
Muse Trading Limited
Flat C, 19/F Wai Fat Building
5 Fung Cheung Road
Yuen Long, New Territories
Hong Kong
The deadline is met if you send the goods before it expires. As the return is sent to Hong Kong, we recommend checking the cost with the shipping provider in advance and keeping proof of posting. A photo or tracking number can make processing easier, but is not an additional requirement for your statutory right of withdrawal.
Step 3: We will refund the payment in accordance with the rules below. If you have proof of shipment, you may send it to us to help speed up processing.
3. Refunds and Return Shipping Costs
Following an effective withdrawal, we will refund all payments for the goods covered by the withdrawal, including the cost of the least expensive standard delivery option offered by us. Additional costs resulting from a more expensive delivery method chosen by you will not be refunded.
The refund will be made without undue delay and no later than 14 days after we receive your withdrawal statement. We will use the same payment method as for the original payment unless expressly agreed otherwise. We do not charge any fees for the refund. We may withhold the refund until we have received the goods back or you have provided evidence that you sent them back, whichever occurs first.
If you withdraw without there being a defect, you bear the direct cost of returning the goods to Hong Kong. The amount depends in particular on your shipping country, the shipping provider and the shipment. In the case of a valid complaint about a defect, however, your statutory rights relating to defects and the corresponding rules on bearing costs apply; see Section 5.
You are only liable for any loss in value of the goods if it results from handling that was not necessary to inspect their condition, characteristics and functionality. Merely opening the packaging does not automatically exclude the right of withdrawal.
4. Custom-Made Goods
There is no statutory right of withdrawal for goods that are not prefabricated and whose production is determined by your individual selection or specification, or that are clearly tailored to your personal needs (§ 312g Abs. 2 Nr. 1 BGB). This may apply in particular to an engraving made specifically according to your instructions. Merely selecting a predetermined standard option does not automatically establish this exception.
Your statutory rights relating to defects remain in effect for custom-made goods as well.
5. Damaged, Incorrect or Defective Goods
If you receive damaged, incorrect or defective goods, please email support@swaravo.com. If possible, include your order number and describe the issue. Photos can help with clarification, but are not a requirement for your statutory rights relating to defects. Notifying us as quickly as possible helps us process your request; a voluntarily requested early notification does not shorten any statutory period.
In the case of a valid defect, you have the statutory rights, in particular subsequent performance and—where the relevant requirements are met—a price reduction, rescission or damages. We bear the costs necessary for any subsequent performance owed, in accordance with the applicable law. If possible, contact us before returning goods because of a defect so that we can coordinate a suitable return method. This request does not restrict your statutory rights.
6. Changes and Cancellations Before Shipping
If you would like to change or cancel an order, please contact us within four hours of placing it if possible. We will also try to accommodate your request after that time if a change is still practically possible. This voluntary service window does not restrict either the statutory right of withdrawal or your statutory rights relating to defects.
7. Model Withdrawal Form
If you wish to withdraw from the contract, you may use this form and send it to support@swaravo.com or the address stated above:
To Muse Trading Limited, Flat C, 19/F Wai Fat Building, 5 Fung Cheung Road, Yuen Long, New Territories, Hong Kong; Email: support@swaravo.com
I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if notified on paper):
Date:
(*) Delete as applicable.
Contact for questions: support@swaravo.com
Contact page: https://swaravo.com/pages/contact