Returns & Exchanges
Our return process can be started using the ‘Return Items’ link on the original order in the My Account section.
If this option is not available, please contact us to start the return process using the Contact Us form on this website.
The Swanshop has a genuine commitment to the members & fans - whether you're at a game, in one of our stores or online, shopping at the Swanshop will be an amazing customer experience.
We are committed to industry excellence with customer satisfaction an integral part of this commitment. We understand that repairs, exchanges, and refunds may be required in any retail environment.
We accept returns for any of the following reasons:
- Product differs from the description
- Item does not fit
- Received incorrect item
- Ordered incorrect item
- Item arrived damaged
- Item is of poor quality or is faulty
- Change of mind
If your reason for return is not noted, please contact us for assistance.
Note that you may be required to provide clear photographs of the relevant item, so that we can try to complete an assessment prior to returning.
When we have authorised your return, you will be issued an RA Number and provided with instructions on how to post the item back to us.
You may be required to pay a postage charge to cover the return. This will not apply in the case of a faulty, damaged, or incorrect item.
If you want to exchange an item, the original order will need to be refunded either to the payment method used for the original purchase, or as a store credit to the original purchaser’s account. Following this, a new order will need to be placed for the replacement item.
If you change your mind about a purchase, we can exchange the item (except for perishable goods) providing the following are met:
- Goods are in unworn/unused original condition with swing tags still attached
- Good/s are returned within 30 days of purchase
- Good/s are purchased at full price (no sale items).
If you have received an unwanted gift, you will need the purchaser to complete a return on your behalf.
Products that are reported as faulty will be assessed by Swanshop before a remedy is actioned.
Swanshop management reserve the right to refuse a return and refund in accordance with this policy.
Swanshop cannot be held accountable for returned goods that are lost in transit.
The Australian Retailers' Association endorses this refund policy.
Sale items are not exchangeable or refundable. All sales are final unless goods received are faulty or have a major defect, in which case you can choose between a refund or exchange, provided that original Order ID is supplied.
All memorabilia purchases are final once payment has been made unless goods received are faulty or have a major defect. Therefore, refunds are not accepted, and exchanges can only be made for similar memorabilia items of equal or higher value.
For international customers, you should contact us directly to discuss the options available.