Return & Refund Policy
Last Updated: June 2026
At AddSWW, customer satisfaction is important to us. Because many of our products are handcrafted, customized, and made-to-order, special return conditions apply.
Please read this policy carefully before placing an order.
1. Order Cancellation
Before Production Begins
Orders may be canceled within 24 hours after payment for a full refund.
After Production Begins
Once production has started, a cancellation fee may apply to cover materials, labor, and processing costs.
Refund amounts will be determined based on the production stage at the time of cancellation.
Completed Orders
Orders that have been completed, packaged, or shipped cannot be canceled.
2. Customized Products
Customized products include, but are not limited to:
Custom makeup
Custom head selection
Customized body options
Special requests
Personalized modifications
Because these products are made specifically for the customer, customized items are generally non-refundable and non-returnable unless a manufacturing defect exists.
3. Returns
Due to the personal nature of our products, returns are accepted only under the following conditions:
Eligible Return Conditions
Product arrived damaged during shipping.
Product has a significant manufacturing defect.
Wrong product was delivered.
Major discrepancy from the confirmed order.
Customers must contact us within 72 hours of delivery and provide:
Photos
Videos
Order number
Description of the issue
4. Non-Returnable Items
The following situations are not eligible for return or refund:
Change of mind
Personal preference changes
Minor color differences
Minor makeup differences
Minor measurement variations
Improper maintenance
Damage caused by misuse
Normal wear and tear
Customized products without manufacturing defects
5. Damaged or Defective Products
If your product arrives damaged or defective:
Contact us within 72 hours of delivery.
Provide clear photos and videos.
Our support team will review the claim.
Depending on the situation, we may offer:
Replacement parts
Repair solutions
Partial refund
Full replacement
Full refund (if applicable)
6. Refund Processing
Approved refunds will be issued to the original payment method.
Processing times vary depending on the payment provider:
PayPal: 3–7 business days
Credit Cards: 5–15 business days
Other payment methods: subject to provider policies
Shipping fees are generally non-refundable unless the return is caused by our error.
7. Refused Deliveries
If a package is refused by the customer without prior authorization:
Original shipping fees
Return shipping costs
Customs charges
Handling fees
may be deducted from any eligible refund.
8. Customs and Import Duties
Customers are responsible for understanding local import regulations.
Refunds will not be provided for:
Customs refusal
Import restrictions
Local legal limitations
Failure to pay duties or taxes
9. Lost Packages
If a package is confirmed lost during transportation, AddSWW will investigate with the carrier and provide an appropriate resolution, which may include a replacement or refund.
10. Return Authorization
Do not return any product without first obtaining approval from AddSWW Customer Support.
Unauthorized returns may be refused and returned to the sender.
11. Contact Us
For refund and return requests, please contact:
AddSWW Customer Support
Email: swwlee@addsww.org
Website: www.addsww.com
Please include your order number and detailed information regarding the issue.
We are committed to resolving all customer concerns fairly and professionally.