Refund Policy

Swarmex – Return, Refund & Warranty Policy

Last updated: 11 / 01 / 2026

1. Change‑of‑Mind Returns (UK/EU Consumers)

  • Eligibility: If you are a consumer located in the United Kingdom or any European Union member state, you may cancel your order within 14 calendar days of delivery (the “withdrawal period”).
  • Condition: The item must be unused, in its original condition, with all parts/accessories and the original packaging.
  • How to start a return: Send an e‑mail to hello@swarmex.co.uk with your order number and a brief reason for the return.
  • Return method: Returns are made by post. You are responsible for shipping the item back to us unless the return is due to a defect or damage caused by us (see Section 3).
  • Return shipping cost:
    • Customer pays for return postage when the return is a change‑of‑mind.
    • Seller pays for return postage when the item is defective, damaged on arrival, or the return is a result of our error.
  • Outbound shipping refund: Standard outbound shipping is not refunded unless required by law.

2. Non‑Returnable / Refused Returns

We may refuse or reduce refunds if the returned item:

  • Has been used, damaged, or is missing parts.
  • Is not returned in its original condition or packaging.
  • Shows signs of crash, water damage, misuse, or unauthorised modifications.

3. Defective or Damaged‑on‑Arrival Items (DOA)

  • Report timeframe: Contact us within 30 days of delivery with photos or video showing the defect/damage.
  • Resolution (our choice, where permitted): We will either replace, repair, or refund the item.
  • Return shipping for defective items: Seller provides a prepaid return label and covers the return postage.

4. Warranty

  • Limited warranty periods:
    • Drone / controller – 6 months
    • Batteries – 3 months
  • Not covered: Crash, water damage, misuse, normal wear, modifications, missing parts, or damage caused by improper charging/storage.
  • Remedy: Repair or replacement (refund if repair/replacement is not possible).

5. Pre‑Orders

  • Payment: Charged at checkout (unless otherwise noted).
  • Delay cancellation: If dispatch is significantly delayed, you may request a cancellation and full refund.

6. Refund Timing

  • Approved refunds are issued to the original payment method within 14 business days after we receive and inspect the returned item (or after approval for non‑return cases).

7. Additional Terms

  • Restocking fee: None – we do not charge any restocking fee.
  • Currency: All amounts are expressed in British Pounds (GBP). Prices shown on the site will be automatically converted to the customer’s local currency where applicable.