Swans - Returns & Exchanges
The SwanStore has a genuine commitment to Sydney Swans members and supporters. Whether you're attending a match, visiting us in-store or shopping online, we strive to provide an exceptional customer experience.
We understand that repairs, exchanges and refunds may occasionally be required and are committed to handling all requests fairly and in accordance with Australian Consumer Law.
Starting a Return
Please contact us via the Contact Us form and our team will assist you with the return process.
Returns may be accepted for the following reasons:
- Product differs from the description
- Item does not fit
- Incorrect item received
- Incorrect item ordered
- Item arrived damaged
- Item is faulty or of poor quality
- Change of mind
If your reason for return is not listed above, please contact us for assistance.
You may be asked to provide photographs of the item to assist with our assessment before the item is returned.
Once your return has been approved, you will be issued with a Return Authorisation (RA) Number and instructions on how to return your item.
Change of Mind Returns
We are happy to accept change of mind returns provided all of the following conditions are met:
- The item is returned within 30 days of purchase;
- The item was purchased at full price;
- The item is unworn, unused and in original condition;
- All original swing tags and packaging remain attached.
If you have received an unwanted gift, the original purchaser will need to lodge the return request on your behalf.
Exchanges
If you would like a different size or product, the original order will first need to be refunded either back to the original payment method or issued as store credit.
A new order can then be placed for the replacement item.
Personalised Products
Personalised products, including items featuring custom names, numbers or other custom embellishments, cannot be returned or exchanged for change of mind.
Customers are responsible for ensuring all personalisation details supplied are correct at the time of ordering, including spelling, player names, numbers, colours and sizing selections.
Sale Items
Sale items are not refundable or exchangeable for change of mind.
All sale purchases are final unless the item received is faulty or has a major defect, in which case a refund, replacement or exchange may be offered in accordance with Australian Consumer Law.
Memorabilia
All memorabilia purchases are final once payment has been made unless the item is faulty or has a major defect.
Refunds are not available for change of mind on memorabilia purchases. Exchanges may be offered for comparable memorabilia items of equal or greater value, subject to availability.
Faulty Products
Products reported as faulty will be assessed by SwanStore before a repair, replacement or refund is approved.
Where a product is determined to be faulty, return postage costs may be reimbursed or organised by SwanStore.
Return Postage
Customers may be required to pay return postage costs. Return postage charges will not apply where the item supplied is faulty, damaged or incorrect.
SwanStore cannot be held responsible for returned goods that are lost in transit. We recommend using a tracked postal service when returning items.
Consumer Guarantees
Nothing in this policy excludes, restricts or modifies any rights available to consumers under the Australian Consumer Law.
If a product is not of acceptable quality, is not fit for purpose, or does not match its description, you may be entitled to a repair, replacement or refund.
International Customers
International customers should contact our customer service team directly to discuss the return options available.
SwanStore Contact Details
The Locker Room at Sydney Swans HQ
Royal Hall of Industries
1 Driver Avenue
Moore Park NSW 2021
Opening Hours
Monday – Friday: 10:00am – 4:00pm
Enquiries
02 9157 5020
SwanStore management reserves the right to refuse a return where the conditions of this policy have not been met.