Refund policy

If you have a change of mind or would like to exchange your Item(s), We are more than happy to process a store credit or exchange for You but please note that We are unable to offer refunds. Please ensure you meet our Returns Policy guidelines set out below.

Items must be sent back within 14 days of receiving your Item(s).

The return must be initiated by contacting us at swaace.email@swaace.com.au and providing Your Order number. A team member will assist you from there.

Items must be unworn and in a saleable condition with the original tags still attached.

Returns Policy

The policy for return and exchange of Items will apply in all instances. By placing an Order, You agree and acknowledge that You will be bound by the Returns Policy as set out below.

We will only accept returned Items that have been initiated by contacting us at swaace.email@swaace.com.au and providing Your order number.

You will need to wait for a team member to approve the return request. You should get a response in 1-2 business days.

Please note that returns may be subject to a restocking fee.

The return must be placed in the post within 14 days of receiving your Item(s) (or before 15 January 2026 for purchases made in November or December 2025).

Change of Mind

Change of Mind includes purchases You have made in error for example; accidentally ordered the wrong size or colour, Items that don't fit the way that you would like or unwanted gifts.

If Your Item is faulty, please see our Faulty Items section below.

If You change Your mind about the Item(s) You have purchased from Us, We will exchange the Item(s) subject to the Exchanges, Condition of Returns and Proof of Purchase terms set out below.

Please choose carefully when purchasing Items as Change of Mind refunds will not be accepted.

Exchanges

Subject to availability, You can exchange for a different size in an identical style or select an alternative style. 

If the price of Your selected Item for exchange is less than the price of the Item You returned, You will receive a store credit for the difference in the price (based on Your returned Item’s current price at the time of return as published on the Swaace website).

If the price of Your selected Item for exchange is greater than the price of the Item You returned, You will be charged the difference in the price.

Please note that You will be charged the delivery cost to return Your exchanged Item to You.

If an identical or alternative style is not available or suitable to You for exchange, we can offer a store credit. Store credit is valid for 12 months.

Condition of Returns

Exchange Items or any Other Returns as listed below must be in saleable condition, that is unworn and not damaged with all original sealed packaging or tags attached. Please do not stick or write anything on the Item itself or its packaging (place postage stickers on the outer postage packaging).

Please note that for hygiene reasons, certain Items (i.e. jewellery, watches, swimwear, hair accessories, beauty and grooming products etc.) will not be accepted for exchange or return (unless deemed to be defective or faulty) unless the hygiene seal is still intact.

Proof of Purchase

If You are unable to provide satisfactory proof of purchase, We are unable to provide You with an exchange or any Other Returns as listed below.

Other Returns – Faulty Item

Our policy does not exclude or replace Your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Swaace will always endeavour to provide You with high quality and satisfactory Items. If you have received an Item with a defect, please notify us within 7 days of the purchase.  Contact us swaace.email@swaace.com.au Please provide details of the defect (with a supporting image if possible) so Our team can make a preliminary assessment.

 

It may be necessary for Us to send Your Item to the manufacturer or their service agent for it to be assessed within a reasonable period of time.

If the Item is confirmed to have a defect, at Our discretion, We may replace the Item (subject to availability), provide a store credit or refund You to Your original payment method within a reasonable time.

 

For any Item deemed to have no defect, We will contact You and endeavour to provide supporting reasons. We will dispose of the Item or return the Item to You at Your request (please note you will be charged the delivery cost to return the Item to You).

If it is determined that the fault or defect in the Item is not a genuine defect, but rather a reduction in the quality of the Item due to reasonable wear and tear or misuse of the Item, including failure to take reasonable care, Swaace reserves the right to not provide any remedy or refund to You.

Frequent Returns

Swaace reserves the right to refuse to accept an exchange or other return of Items if We identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.

Dispute Resolution

In the event that there is a dispute under these Terms, the parties hereby agree to negotiate in good faith and make genuine efforts to resolve the dispute. Any complaints should be directed to the customer service team swaace.email@swaace.com.au including as much detail as possible, including Your Order number, Items and any other relevant details.