Refund policy

Refund and Returns Policy

Last updated: 9 August 2026

We want you to be happy with your Swoopline order. Because our products are printed especially for each customer, our returns process differs slightly from that of a traditional retail store.

This policy does not limit any rights or remedies available to you under the Australian Consumer Law.

Made-to-order products

Swoopline products are made to order. Once you place an order, the product is submitted for production specifically for you.

Because of this, we generally do not offer refunds, returns or exchanges for:

Change of mind
Selecting the wrong size, colour or product
Ordering the wrong quantity
Minor colour differences between a product image displayed on a screen and the finished printed product

Please review your order carefully and check our Size Guide before completing your purchase.

This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible through our Contact page.

We will try to assist if production has not started. However, once an order has entered production, we may be unable to change or cancel it because the product is being made specifically for you.

Damaged, defective or incorrect products

Please contact us if your order:

Arrives damaged
Has a manufacturing or printing defect
Contains the wrong product, size, colour or design
Is materially different from its description
Otherwise fails to meet a consumer guarantee under the Australian Consumer Law

Please contact us as soon as reasonably possible after discovering the issue. Where practical, include:

Your name and order number
A description of the problem
Clear photographs showing the product and issue
A photograph of the packaging and shipping label if the parcel arrived damaged or contained the wrong item

We will review the information and work with you to provide an appropriate remedy. Depending on the circumstances and your rights under the Australian Consumer Law, this may include a replacement, refund or another suitable remedy.

You do not need to contact our printing or delivery partners directly. Swoopline is responsible for assisting with products purchased from our store.

Size and fit

Product measurements and fit information are available in our Size Guide.

We cannot generally offer a return or exchange when the size ordered matches the order confirmation but does not fit as expected. Please check the measurements carefully before ordering.

If we send you a size different from the one shown in your order confirmation, please contact us so we can resolve the issue.

Returns

Please contact us before returning a product. Products returned without prior approval may not be accepted or may delay the resolution of your request.

If a return is required because a product is faulty, damaged, incorrectly supplied or does not meet an applicable consumer guarantee, we will provide return instructions. Where required under the Australian Consumer Law, Swoopline will cover the reasonable cost of returning the product.

Please retain the product and its packaging until we confirm whether a return is required. In some cases, photographs may be sufficient and the product will not need to be returned.

Delivery problems

If your tracking shows that an order has been delivered but you cannot locate it, please:

Check around the delivery location and any safe-drop areas.
Ask other members of your household or building.
Check with neighbours where appropriate.
Contact the delivery carrier using the tracking information provided.

If the parcel still cannot be located, contact us through our Contact page and include your order number.

If an order is returned because an incorrect or incomplete delivery address was provided, additional delivery charges may apply before it can be resent. This does not apply where the delivery problem was caused by Swoopline or our service providers.

Refunds

If a refund is approved, it will be issued to the original payment method.

We will process the refund promptly after approval. Your bank or payment provider may take additional time to display the funds in your account.

Original delivery charges will be refunded where required under the Australian Consumer Law. Otherwise, delivery charges are generally non-refundable.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

These guarantees include that products must:

Be of acceptable quality
Be fit for any disclosed purpose
Match their description
Match any sample or demonstration model where applicable

Your entitlement to a repair, replacement, refund or other remedy depends on the nature and seriousness of the problem.

Nothing in this policy excludes, restricts or modifies any consumer right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.

For more information about consumer guarantees, visit the Australian Competition and Consumer Commission website.