RETURNS & REFUNDS

A little extra peace of mind.

We want you to feel confident ordering The Sway. Here's how our returns work, including our 30-day change-of-mind policy and your rights if something isn't right with your product.

01

Change of mind

Changed your mind? That's okay.

We accept eligible change-of-mind returns requested within 30 days of delivery.

Return shipping

For change-of-mind returns, return shipping is paid by the customer. Return shipping costs must be paid in advance by the customer. We do not provide prepaid return labels for change-of-mind returns.

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Please contact us before sending anything back. We'll provide the return instructions and the appropriate return address.

Eligibility

  • The return request is made within 30 days of delivery.
  • The Sway is unused and in resalable condition.
  • All original parts and accessories are included.
  • The product is securely packaged for its return journey.
  • You contact us before sending the product back.

We recommend using a tracked shipping service and keeping your postage receipt until your return has been completed.

02

Faulty, damaged or incorrect

Something isn't right? We'll help.

If your Sway arrives damaged, faulty, incorrect, or otherwise does not meet the applicable consumer guarantees, please contact us before returning the product.

What to do

  1. 1
    Contact us

    Tell us what happened and include your order number and, where useful, photos or a short video showing the issue.

  2. 2
    We'll assess the issue

    We may ask for additional information so we can understand the problem and determine the appropriate solution.

  3. 3
    We'll provide the next steps

    Depending on the issue and your applicable consumer rights, this may include a repair, replacement, refund or another appropriate remedy.

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If a product issue is confirmed and you have paid reasonable return shipping costs, those costs will be reimbursed where required by applicable law.

THE PROCESS

How a return works

01

Contact us

Send us your order number and let us know whether you're requesting a change-of-mind return or contacting us about a product issue.

02

Get your instructions

We'll confirm whether your request is eligible and provide the relevant return instructions.

03

Send it back

For change-of-mind returns, return shipping must be arranged and paid for by the customer in advance.

04

Return completed

Once an eligible return has been received and assessed, we'll process the applicable refund or remedy.

IMPORTANT

Your legal rights remain protected

Our 30-day change-of-mind policy is a voluntary return policy. It does not replace, limit or exclude any rights you may have under applicable consumer protection laws.

In Australia, consumer guarantees under the Australian Consumer Law (ACL) apply automatically to eligible purchases. These rights cannot be removed by a store return policy.

If your product has a problem covered by the Australian Consumer Law, the appropriate remedy may include a repair, replacement, refund or other remedy depending on the circumstances and whether the problem is major or minor.

The conditions applying to our change-of-mind returns do not apply where you are exercising rights arising from a product problem under applicable consumer law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

NEED A HAND?

We're here to help.

Not sure whether your return qualifies? Have a problem with your Sway? Get in touch before sending anything back and we'll guide you through the next steps.

Contact us