Refund policy
Last updated: 1 November 2026
We want you to be happy with your Swiftlok purchase. If something isn’t right, this policy explains how returns and refunds work for orders from swiftlok.com.au.
Nothing in this policy limits any right you have under the Australian Consumer Law, the Consumer Guarantees Act 1993 (NZ) or any other law that cannot be excluded.
Change of mind
Changed your mind? You can return an item within 30 days of receiving it, as long as:
- it is unopened, unused and in a condition we can resell
- its original packaging is not damaged, marked or stained
- all parts, accessories and instructions are included
- you pay the return postage.
We recommend using a tracked postage service, as the item is your responsibility until it reaches us.
Faulty, damaged or incorrect items
Please check your order when it arrives. If an item is faulty, arrived damaged or isn’t what you ordered, contact us as soon as possible and we’ll make it right. We’ll cover the cost of return postage.
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. In New Zealand, you have similar rights under the Consumer Guarantees Act 1993.
These guarantees don’t cover damage caused by misuse or normal wear and tear.
How to return an item
Before sending anything back, email us at support@swiftlok.com.au with:
- your order number
- the item you’d like to return and why
- photos, if the item is faulty, damaged or incorrect.
We’ll reply with return instructions and the address to send it to. Please don’t send items back without contacting us first, as we may not be able to match them to your order.
If you’d prefer a different item instead of a refund, let us know and we may be able to arrange an exchange.
Refunds
Once your return arrives, we’ll inspect it and email you to let you know whether your refund is approved. Approved refunds are made to your original payment method, including PayPal or Afterpay, within 10 business days. Your bank or payment provider may take a few extra days to show it. If you haven’t received it after 15 business days, please contact us.
We refund the amount you actually paid for the item. For change-of-mind returns, the original delivery charge and the return postage are not refunded, and any discount code used on the order can’t be reissued.
Trade, commercial and stockist purchases
This policy doesn’t apply to purchases made for trade, commercial or stockist purposes. Returns and refunds for those purchases are set out in your supplier agreement or arranged through your Swiftlok point of contact. Any rights you have under consumer law still apply.
Contact us
Swiftlok Pty Ltd, MBC-1, Unit 1/15 Distribution Ave, Molendinar QLD 4214