Business Hours, Processing Times, and Return Policy
Business Hours and Processing Time
Swan Industries is only open Monday-Thursday typically from 10:00 am- 3:30pm. Any orders placed after 11am on Thursday may not be processed until the following business day. Any orders placed outside of our business hours will not be processed until the following business day. We are closed on all major holidays that land on our regular business days.
When checking out there is an auto-generated estimated shipping time, these are not always accurate! There is no way to accurately predict how quickly UPS or USPS can process shipments.
Product Returns and Refunds
Swan Industries tries our best to accommodate all customers the best we can and we appreciate all of you.
Non-functional Product Policy
Products that are non-functional or broken upon receiving can be returned within 30 days from the date of delivery. This must be brought to our attention before the 30-day window has closed. The products that are not in working condition can receive a full refund after Swan Industries has done their inspection and will be free of charge for return shipping. Products that pass Swan Industries inspection and are deemed functional will be denied for a refund and can either 1. Be shipped back to the customer with the customer paying for shipping charges or 2. Shipping charges be deducted from the total refund request and not be shipped back. Products that are non-functional and are outside of the 30-day window will be denied unless specified otherwise by Swan Industries. Products that are ordered and function properly do not have the same return policy as products that are non-functional.
Functional Product Policy
Products that are received and are in working condition may be returned within 30 days from the delivery date. Returning a product must be brought to our attention before the 30-day window has closed for a refund and follow what is specified in this section. The reason(s) for working products to be returned can be of the following
- Wrong product ordered by customer
- Wrong address on Purchase Order
- Excess of product ordered
- Wrong product shipped to customer
Products that are ordered by mistake of the customer and have already been shipped out, must wait until the product arrives for a return request to be allowed. Product can be accepted back with a restocking fee of 20% of the customer’s purchase cost and the customer must pay for all shipping costs.
Purchase Orders that are placed with the wrong shipping address on them must be corrected before the ship date. Products that are shipped to the wrong address are not Swan Industries responsibility and the customer will be responsible for any shipping costs. Products returned back to Swan Industries after being delivered to a wrong address and sent back will be subject to a 20% restocking fee.
Products that are ordered in an excess amount within the 30-day period, must wait until the product arrives for a return request to be allowed. Excess product can be returned with a restocking fee of 20% of the customer purchasing price and the customer must pay all shipping costs.
In the unfortunate event that a customer may receive products that are different from what they ordered, they can get a return of the products within 30 days after the products have been delivered. Under that circumstance, Swan Industries will pay for the shipping costs of receiving the product back and will ship the correct product to the customer. If the products that have been sent to the customer have not been sent back to Swan Industries within 30 days of Swan Industries being notified of the mistake, the customer will be obligated to pay for the products. If the 30 day window has passed and the customer has not notified us of the mistake, they are obligated to pay for the product that has been delivered to them. Swan Industries has the right to send a corrected invoice that contains all the products the customer has received.
Condition of Product
All products that are being returned to Swan Industries must be in the same condition as when the products left our warehouse if they are to be in resellable, functional condition. Products that are returned back to Swan Industries that are not in re-sellable condition will not be accepted and can either 1. Be returned back to the customer and the customer pays for all shipping charges or 2. Have the shipping charge deducted from the total return price and not be shipped back. Products that are in re-sellable condition will be accepted back in accordance with our return policy.
Annual Return Cap
Every year Swan Industries can allow customers to return an amount of products totaling at $15,000 per year. The year will restart on January 1st and continue until the following December 31st. Any return of products that is over the $15,000 cap will not be accepted and will be returned back to the customer and the customer pays for all shipping charges.
Past the 30-day Period?
In the event that a customer needs to return product after the 30-day period from when the product has been delivered, all product must be in working, re-sellable condition to be considered for a refund. Non-functional products will not be accepted back. For products to be returned after that time period, there will be a 40% restocking fee based on the current selling price for the product, as long as the products are in re-sellable condition.
Receiving a Refund
Most returns that have been accepted by Swan Industries will result in a credit issued refund. This credit will be used towards open orders that have been already placed to Swan Industries. Any balance after that will be credited to the customer's account with Swan Industries.
If the order is placed directly through the website, swanindustries.com, or in person, refunds will be issued back onto the original payment method that was used for placing the order. Swan Industries only deals with online refunds from swanindustries.com or in-store purchases at Swan Industries in Bend, OR. Any purchase from a different website or store must be dealt with by that company.
OEM Extended Warranty
All parts that are sent to an OEM will have a one year extended warranty starting on the day the product is installed on a recreational vehicle. If the part fails within one year of installation Swan Industries will accept the product back for a refund or replacement. There must be proof of installation for the warranty to be valid or the recreational vehicle must be the past year’s model. For more information on our OEM Extended Warranty request the full document from Swan Industries, INC.
Swan Industries reserves the right to deny any request of return or refund regardless of any reason listed above.