Refund policy

Last updated: 8 August 2026.

What this policy covers

This policy applies to orders of SWÆT protein water placed on getswaet.com and sold by Swaetverse Private Limited, CIN U62099DL2025PTC448391, GSTIN 09ABQCS2359Q1Z9, 2nd Floor, A-83, Sector 63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India. That is our registered office and the address for every consumer letter, return and grievance. We have no branch office and no separate warehouse address. getswaet.com is the only place we sell SWÆT, so every order we take is covered by this policy. Nothing here reduces your rights under the Consumer Protection Act, 2019, the rules made under it, or the Consumer Protection (E-Commerce) Rules, 2020.

What you pay

A 500ml bottle of SWÆT is ₹200, inclusive of all taxes. Pack discounts apply automatically: 10 per cent off on 3 bottles or more, 15 per cent off on 6 or more, 20 per cent off on 12 or more. Delivery costs ₹79 on orders under ₹999 and is free on orders of ₹999 and above. We accept UPI, cards and Cash on Delivery, and there is no cap on the Cash on Delivery amount. Every refund in this policy is worked out from what you actually paid. Where a whole order is refunded, the ₹79 delivery charge comes back with it if you were charged one, with the single exception set out under Failed delivery and orders returned to us.

We deliver across India in 2 to 5 working days through Shiprocket and its partner couriers. There are no excluded pin codes.

Cancelling before dispatch

You can cancel any order before it is dispatched, for any reason. Email support@getswaet.com or call +91 95994 43532 with your order number. There is no cancellation fee, no restocking fee and no handling charge, as rule 4(8) of the Consumer Protection (E-Commerce) Rules, 2020 requires, and we refund the full amount including the ₹79 delivery charge if you paid one. Once a parcel leaves us we cannot recall it, so the sections below apply from then on.

We may also cancel at our end, for example if stock runs out or a price was published in error. Your order confirmation acknowledges the order; we accept it at dispatch. If we cancel, you pay nothing and anything already paid comes back to you in full, delivery charge included.

Why a sealed drink cannot come back on a change of mind

SWÆT is a sealed beverage with storage conditions printed on the pack. Once a bottle leaves our control we cannot verify how it was stored, so we cannot resell it, and we do not accept returns or exchanges for a change of mind, including swapping one flavour for another after delivery. Indian law gives no cooling off period on an online purchase, and we would rather say that plainly than bury it. Cancel before dispatch and you are fully covered.

What we always put right

If any of the following happens, we take the goods back and we refund you. This is your right, not a favour.

• Damaged or leaking bottles. Crushed, punctured, split, or the seal broken in transit.
• Wrong item. A flavour, pack size or product you did not order.
• Missing or short shipped items. Fewer bottles than you paid for.
• Expired or near expiry stock. Shelf life is 6 months from packing. We ship so that at least 45 days, or 30 per cent of the total shelf life, whichever is less, remains before the best before date at delivery. In practice that means at least 45 days. Anything below that, or past its best before date, is on us.
• Not what we said it was. Anything that does not match the nutrition panel, ingredient list, allergen declaration or claims on our listing.
• Defective or unsafe product. Off taste, foreign matter, fermentation, a compromised pack.
• Late or never delivered. Delivery beyond the 2 to 5 working days we state, or a parcel marked delivered that you never received.

We will not refuse to take back goods, or to refund what you paid for them, where the product is defective, deficient, spurious, not as advertised, or delivered late against the schedule we stated. Only genuine force majeure excuses late delivery, and proving it is on us. Force majeure never excuses a damaged, wrong, defective, expired or spurious bottle.

You choose the outcome: a free replacement or a full refund. We will not push store credit or a coupon on you, and we will never make a refund conditional on accepting a replacement. Where the fault is ours we arrange and pay for the reverse pickup, so the return costs you nothing at all. We never ask you to carry a leaking or unsafe bottle anywhere. Where goods go back for a reason that is not our fault, the return shipping is yours to bear, and we will tell you the cost before anything is picked up.

The reporting window and what to send

Report a damaged, leaking, wrong, missing or expired item within 48 hours of delivery. If you find a quality or safety problem when you open a bottle, tell us as soon as you find it. Send your order number and photographs of the bottle, the batch code and best before date, and the outer carton. An unboxing video helps us settle a claim faster and we ask for one where you have it, but we will not refuse a genuine claim only because you did not film one, and we accept other proof such as the order ID or the delivery photograph. Keep the product and packaging until the claim is closed.

These windows exist so we can act while the evidence is fresh. They are our service commitment and nothing more. They do not shorten your right to file a consumer complaint within two years of the cause of action under section 69 of the Consumer Protection Act, 2019, and a claim raised after them will still be looked at on its merits.

How refunds are paid, and when

Every refund goes back to the payment method you used. For UPI and cards we initiate it within 5 to 7 working days of approving your claim, or of the pickup being completed where we collect the goods, whichever is later. When the money reaches you after that depends on your bank's settlement cycle, which is outside our control. We do not name our payment service provider in this policy because that can change; write to support@getswaet.com and we will tell you who processed a particular payment.

Cash on Delivery orders have no card to credit, so we refund by bank transfer or UPI on the same commitment, using the details you give us. Send the account holder name, account number and IFSC, or your UPI ID. We will never ask for your card number, PIN, CVV or an OTP.

A refund covers what you actually paid for the affected bottles, after any automatic pack discount. Where the whole order is refunded, the ₹79 delivery charge comes back with it if you paid one, unless the parcel came back to us undelivered for a reason on your side, which is dealt with under Failed delivery and orders returned to us. Where only part of an order is refunded, the delivery charge stays with the part that was delivered, and if the refund takes your order value below ₹999 we do not go back and charge you for delivery that was free when you ordered. Our price of ₹200 a bottle is inclusive of all taxes, so the tax you paid comes back with the bottle.

What the pack says

SWÆT is marketed and distributed by Swaetverse Private Limited under FSSAI licence 12726999000249. It is manufactured by Abha Biotechnology Pvt. Ltd., C-89, Sector 65, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, under FSSAI licence 12721999000283. We hold the marketer licence, not the manufacturing licence, and we say so because you are entitled to know who makes what you drink. Country of origin: India.

Storage, in the words printed on the pack: "Store in a cool, dry place away from direct sunlight. Refrigerate after opening and consume within 24 hours."

The warnings on the pack, again verbatim: "Not for medicinal use." "Not to exceed the recommended daily usage." "Consult your physician in case you are taking any other medication before consuming this product." "This product is not intended to diagnose, treat, cure or prevent any disease." "Product is not to be used as a substitute for a varied diet."

Recommended usage is 1 to 2 servings a day. It is ready to drink and best served chilled. Ingredients: whey protein isolate, acidity regulator (citric acid), nature identical flavour, monk fruit as sweetener, preservative sodium benzoate (INS 211). Per 500ml: energy 96.44 kcal, protein 24g (44.44 per cent of RDA), total carbohydrate 0.11g, added sugar 0g, total fat 0g, cholesterol 0mg, sodium 275mg (13.75 per cent). Contains milk. May contain soy and nuts. Vegetarian, not vegan. If any of this does not match what you received, that is a claim we will honour under What we always put right.

What is not eligible

• Bottles opened, partly consumed, or with the tamper evident seal broken after delivery. This does not apply where the problem is one listed under What we always put right: you have to open a bottle to find an off taste, foreign matter or a product that does not match its label, and those claims stand.
• Damage or spoilage caused after delivery by storage or handling outside the storage instructions printed on the pack, which are to store in a cool, dry place away from direct sunlight, refrigerate after opening and consume within 24 hours.
• Free samples and gift with purchase units, which carry no refund value. Tell us anyway if one is damaged or expired, because a food safety problem is a food safety problem whether or not you paid for the bottle.
• Clearance or short dated stock, where the expiry date was shown before purchase and the pack still met our shelf life commitment at delivery.
• Claims raised once the batch and condition can no longer be verified, for example after the pack has been discarded. Send us whatever you still have and we will work from the order record.

Nothing in this list takes away a remedy the Consumer Protection Act, 2019 gives you, and we do not treat any of it as a reason to refuse a defective, unsafe, wrong, spurious or expired product, or one delivered late against our stated schedule.

Failed delivery and orders returned to us

Our courier calls the number on the order and makes the delivery attempts agreed with us before returning a parcel. If a parcel comes back because the address was wrong or incomplete, the phone was unreachable, or delivery was refused without a reason, we refund what you paid for the product. Where you paid the ₹79 delivery charge on that order it is not refunded, because that is the cost of a delivery we genuinely carried out for you. It is not a cancellation charge, and cancelling before dispatch always costs you nothing. We make no other deduction. If the order qualified for free delivery there is nothing to deduct. On a Cash on Delivery order nothing was collected, so nothing is charged to you at all. If the parcel came back through our fault or the courier's, you get everything back, delivery charge included.

Warranty

Beyond the rights set out here and those the law gives you, we offer no separate product warranty. The pack carries a best before date and storage instructions, and those govern how long the product stays good.

How to raise a request

Email support@getswaet.com with your order number and photographs, or call +91 95994 43532, Monday to Saturday, 10am to 6pm IST. Every complaint gets a reference number by email, which you can quote whenever you write or call so that anyone here can pick up your case without you repeating it. We give you that number because rule 7(1)(f) of the Consumer Protection (E-Commerce) Rules, 2020 requires it.

Grievance redressal

Our Grievance Officer under rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020 is Prashant Sharma, Co-Founder, Swaetverse Private Limited, 2nd Floor, A-83, Sector 63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301. Email grievance@getswaet.com. Phone +91 95994 43532.

The same person, Prashant Sharma, Co-Founder, is our nodal person of contact under rule 4(1). He is resident in India and reachable on the same email and phone. Our company is small enough that the person who answers your escalation is the person who can fix it.

The Grievance Officer acknowledges every complaint within 48 hours of receiving it and redresses it within one month of receipt, as rule 4(5) requires. If the answer will take longer than that, you will be told why before the month runs out.

You are not obliged to exhaust our process first. You can call the National Consumer Helpline on 1915 or use consumerhelpline.gov.in, or file through the e-Daakhil portal at edaakhil.nic.in.

Governing law

This policy is governed by the laws of India and the courts at Gautam Buddha Nagar, Uttar Pradesh have jurisdiction. That does not take away your statutory right under section 34(2)(d) of the Consumer Protection Act, 2019 to file before the consumer commission where you reside or work for gain, and we will not argue otherwise.

Swaetverse Private Limited, CIN U62099DL2025PTC448391, GSTIN 09ABQCS2359Q1Z9, 2nd Floor, A-83, Sector 63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India. Marketer FSSAI licence 12726999000249. Manufactured by Abha Biotechnology Pvt. Ltd. under FSSAI licence 12721999000283.