Cancellation policy

This policy covers pre-orders and the annual plans sold in this store, and how to cancel either one.

Pre-orders

Some items are sold as pre-orders, which means the item is not in stock yet. The product page shows the estimated ship window before you buy. Pre-orders are paid in full at checkout, not when the item ships.

Cancelling a pre-order

You can cancel a pre-order at any time before it ships, for any reason, and get a full refund. Email hello@swellframe.co with your order number and we will cancel it and refund your original payment method. Card refunds usually appear within five to ten business days, depending on your bank.

If the ship date moves

Estimated ship windows are estimates, and hardware timelines can slip. If the window moves, we will email you with the revised date. You can either keep your place in the queue or cancel for a full refund. We will not hold your money against a date we no longer expect to meet.

Once your pre-order ships

After it ships, the pre-order becomes a normal order. Our Refund policy applies from the date you receive it, including the 30-day return window.

Annual plans

The 1-Year Plus, Pro, and Unlimited plans sold in this store are prepaid for a fixed 12-month term. They are one-time purchases, not recurring subscriptions: they do not renew on their own, nothing is charged again automatically, and there is no recurring payment to cancel. The plan simply ends when the term runs out.

Because there is no renewal, there is nothing to cancel once a plan has started, and a started plan is not refundable. You can manage your plan any time in the Swellframe portal at https://portal.swellframe.co.

A plan bought with a pre-order

If you bought a plan together with a pre-ordered device and you cancel the pre-order before it ships, the plan is refunded with it. The plan has not started yet, because it begins when you set the device up.

How to cancel

Email hello@swellframe.co with your order number and tell us what you would like to cancel. We will confirm by email once it is done.

Your legal rights

Nothing in this policy limits any rights you have under applicable consumer-protection law.

Questions: hello@swellframe.co