Refund policy

Your consumer law rights

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. Nothing in this policy limits those rights.

Change of mind

We don't offer returns, exchanges or refunds if you simply change your mind. Before you order, measure your space (including doorways and stairwells) and check the sizes under “Will it fit?” on each product page. Not sure? Tap Chat or book a FaceTime appointment and we'll help you choose.

Damaged in delivery or wrong item

Please inspect your order as soon as it arrives. If anything is damaged, defective or not what you ordered, email us at hello@swanbeauty.com.au as soon as possible, ideally within 3 days of delivery, with:

• your order number
• photos or videos showing the issue (and the packaging, if it was damaged in transit).

Every order is insured for delivery, so we'll work with you to make it right.

Faulty products

If a product develops a fault after delivery, our mirrors and furniture are covered by a one-year warranty and our brushes by a three-month warranty. Our Warranty Guide explains how to make a claim.

Returning a product

If we agree a return is needed, we'll arrange it with you. If your claim is valid, we'll cover the cost of returning the product.

Refunds

Once we've received and inspected your return (or assessed your photos and videos), we'll let you know whether your refund is approved. Approved refunds go back to your original payment method, and Afterpay purchases are refunded through Afterpay. Your bank or card provider may take a few business days to process it.