Shipping and Delivery Policy

1. About this policy

Effective date: 16 October 2026

This website, our online booking at book.swanclean.in, our mobile apps and our stores are operated by Swan Clean, a brand of Newway Infomatics Private Limited, Plot 78, Phase I, Industrial Area, Chandigarh 160002. Email: sales@swanclean.in. Phone and WhatsApp: 9115-505-505. In this document, “Swan Clean”, “we”, “us” and “our” refer to Newway Infomatics Private Limited, and “you” refers to the customer using our services.

We provide a service, not a product, so we do not ship physical goods by courier. Garments are collected from your address or received at our stores, processed at our plant and returned to you. We do not ship anything outside our service area.

2. Where we operate

Doorstep collection and delivery are available in Chandigarh, Mohali and Panchkula. If you are unsure whether we cover your address, check when you book or ask us on WhatsApp. If an address turns out to be outside our service area, we will tell you before collection, and any amount paid in advance is refunded in full.

3. Booking a collection

You can book a collection through:

• Our online booking at book.swanclean.in.
• The Swan Clean app on Android and iOS.
• WhatsApp or call on 9115-505-505 or 9115-707-707.
• Email to sales@swanclean.in.

You can also hand over garments at our stores.

4. Collection and delivery charges

Doorstep collection and delivery are free within our service areas. If a collection or delivery has to be reattempted because no one was available at the chosen slot, reattempt charges may apply. We will tell you about any such charge before the reattempt.

5. Collection slots

You choose a collection slot when you book, from the slots available for your area. Our team will contact you if they need directions or are running late. Please have garments ready, pockets emptied and any stains, damage or special instructions noted.

6. Turnaround

Standard orders are finished for delivery within 24–48 hours from collection. Some orders take longer, including:

• Wedding wear and heavily embellished garments.
• Heavy household items such as quilts, blankets and curtains.
• Repairs and alterations.
• Garments that need special care or stain treatment.

If your order will take longer than the standard turnaround, we tell you the expected delivery time. You can follow your order through real-time updates.

7. Delivery

We deliver to the address on your order, to you or to a person you have authorised to receive the order on your behalf. We may ask for an OTP or order confirmation before handing over. Please check your garments at delivery and report any missing or damaged garment within 24 hours of delivery, as explained in our Refund and Cancellation Policy.

8. Missed collections and deliveries

If no one is available at the address during the chosen slot, our team will try to contact you. If we cannot complete the collection or delivery, we will arrange a new slot with you, and reattempt charges may apply. Garments not delivered are held safely until a new delivery is arranged or you collect them, subject to the unclaimed garments terms in our Terms and Conditions.

9. Delays

Collection and delivery times may be affected by heavy rain, extreme weather, traffic, road closures, public events, festivals or other circumstances outside our control. If we expect a delay, we will let you know and arrange the earliest practical slot.

10. Contact and Grievance Officer

Customer care: WhatsApp or call 9115-505-505, or email sales@swanclean.in.

Grievance Officer: Piyush Khullar, Grievance Officer, Newway Infomatics Private Limited, Plot 78, Phase I, Industrial Area, Chandigarh 160002; email help@swanclean.in; phone 9115-707-707.

We acknowledge every complaint within 48 hours of receiving it and aim to resolve it within one month from the date we receive it.

Our full complaint process is set out in our Grievance Redressal Policy.