Refund policy
RETURN AND REFUND POLICY
Last updated: June 6, 2026
OVERVIEW
This Return and Refund Policy applies to purchases made through swimiva.com.
Swimiva is operated by CWTCHY CWTCHY LTD, trading as Swimiva.
Our business details are:
CWTCHY CWTCHY LTD
Company Number: 07662263
Trading Name: Swimiva
Website: swimiva.com
Email: support@swimavi.com
Address: 56 York Place, Newport, WLS NP20 4GD, United Kingdom
By placing an order with Swimiva, you agree to this Return and Refund Policy.
RETURN ELIGIBILITY
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be unused, clean, undamaged, and in the same condition that you received it. The item must also be returned with its original packaging, manuals, accessories, and any included parts.
For inflatable pool products, items that have been filled with water, used outdoors, damaged, stained, punctured, heavily handled, or returned without essential parts may not qualify for a full refund, except where the item is faulty or not as described.
This does not affect your statutory consumer rights.
HOW TO REQUEST A RETURN
To request a return, contact us at:
Please include:
Your full name
Your order number
The email address used for the order
The reason for the return
Clear photos or videos if the item is damaged, faulty, or incorrect
Do not send your item back before contacting us. Once your return request is reviewed, we will provide return instructions by email.
CUSTOMER RIGHT TO CANCEL
For most online purchases, customers have the right to cancel an order within 14 days of receiving the goods.
After you tell us that you want to cancel and return your order, you must send the item back within 14 days.
To cancel an order, email us at support@swimavi.com with your name, order number, and a clear statement that you want to cancel your order.
RETURN SHIPPING COSTS
Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or not as described.
If the return is due to a fault, damage, wrong item, or an error on our side, we will review the case and provide a suitable solution.
We recommend using a tracked shipping service when returning an item. Swimiva is not responsible for returns lost or damaged in transit.
DAMAGED, FAULTY, OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item is damaged, faulty, defective, or incorrect, contact us at support@swimavi.com as soon as possible with your order number and clear photos or videos showing the issue.
We will review the issue and, where appropriate, offer a replacement, repair, refund, or other suitable resolution.
This does not affect your statutory consumer rights.
NON-RETURNABLE ITEMS
We may not accept returns for:
Items that have been used in water
Items that are damaged after delivery due to misuse or improper handling
Items returned incomplete or missing parts
Items not returned in suitable packaging
Items returned without contacting us first
Gift cards
Personalized or custom-made items
Items marked as non-returnable where permitted by law
This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.
REFUNDS
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Refunds are usually processed within 14 days after we receive the returned item or receive proof that the item has been sent back.
Your bank, card provider, PayPal, Shopify Payments, or payment provider may take additional time to process and display the refund in your account.
PARTIAL REFUNDS
We may issue a partial refund where permitted by law if an item is returned used, damaged, incomplete, dirty, missing packaging, missing parts, or handled more than necessary to inspect it.
For inflatable pool products, use in water, outdoor use, punctures, stains, damage, or missing accessories may reduce the refund amount unless the item was faulty when delivered.
EXCHANGES
If you want to exchange an item, contact us at support@swimavi.com.
Exchanges depend on product availability. If the requested replacement is unavailable, we may offer a refund or another suitable solution.
ORDER CANCELLATIONS
If you want to cancel an order before it has shipped, contact us immediately at support@swimavi.com.
We cannot guarantee that cancellation requests can be accepted once an order has been processed, packed, or shipped.
If your order has already shipped, you may request a return after receiving the item, subject to this Return and Refund Policy.
LATE OR MISSING REFUNDS
If your refund has been approved but you have not received it yet, please first check your bank account or payment account again.
Then contact your card provider, bank, PayPal, Shopify Payments, or payment provider, as processing times may vary.
If you have completed these steps and still have not received your refund, contact us at:
CONTACT INFORMATION
For return and refund questions, contact us at:
CWTCHY CWTCHY LTD
Trading Name: Swimiva
Company Number: 07662263
Website: swimiva.com
Email: support@swimavi.com
Address: 56 York Place, Newport, WLS NP20 4GD, United Kingdom