Refund policy
This Refund and Returns Policy applies to all purchases from Savuti Group Pty Ltd (ABN 64 121 538 538) trading as Mr Swagman. Nothing in it affects your rights under the Australian Consumer Law.
(1) YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
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.
More information about your rights is available from the Australian Competition and Consumer Commission at accc.gov.au.
(2) CHANGE OF MIND
We don't offer refunds or exchanges if you change your mind, order the wrong size or model, or find the same product cheaper elsewhere. This applies to full-price and sale items.
This doesn't affect your rights if a product is faulty, isn't as described, or doesn't match a sample or demonstration model.
(3) FAULTY, DAMAGED OR WRONG ITEMS
(a) Please check your order when it arrives. Our Shipping Policy explains how to check for damage before you sign for a delivery.
(b) If an item is faulty, damaged or not what you ordered, stop using it and contact us as soon as possible. Send your order number, a description of the problem and photos.
(c) If the item has a failure covered by the Australian Consumer Law, we'll repair, replace or refund it as the law requires, and we'll pay the reasonable cost of returning it to us and of sending any repaired or replacement item back to you.
(d) If an item is too large or heavy to post, such as an awning, we'll arrange collection at our cost.
(e) If we arrange and pay for collection or inspection and the item turns out not to have a failure covered by the Australian Consumer Law or our warranty, you'll need to pay those costs.
(4) OUR 12-MONTH WARRANTY
(a) In addition to your rights under the Australian Consumer Law, Mr Swagman products come with a 12-month warranty against manufacturing defects. The warranty starts on the date you receive the product.
(b) A manufacturing defect is a fault in the materials or workmanship, such as stitching or a seam that comes apart, or a zip, buckle or pole that fails in normal use.
(c) The warranty does not cover:
- normal wear and tear;
- damage caused by accident, misuse, neglect or using the product for something it isn't designed for;
- mould or mildew caused by packing or storing the product while damp;
- damage caused by wind, storms or other weather events;
- products that have been altered, or repaired by someone other than Mr Swagman.
(d) To make a warranty claim, stop using the product and contact us within the 12-month warranty period. Send us your order number or other proof of purchase, a description of the problem and photos. We'll let you know whether the item is covered and how to return it to us.
(e) If the claim is accepted, we'll repair or replace the product. If we can't repair or replace it, we'll refund the purchase price.
(f) You are responsible for the cost of sending the product to us for a warranty claim. If the claim is accepted, we'll send the repaired or replacement product back to you at our cost.
(g) This warranty is given by Savuti Group Pty Ltd trading as Mr Swagman (ABN 64 121 538 538), 14 Cessna Street, Marcoola QLD 4564. Phone +61 (0)7 5302 6954, email info@mrswagman.com.au.
(h) The benefits of this warranty are in addition to other rights and remedies you have under the law in relation to the goods. If a product has a failure covered by the Australian Consumer Law, section 3 applies to shipping costs instead of paragraph (f).
(5) WHEN WE MAY REFUSE A REPAIR, REPLACEMENT OR REFUND
As allowed by the Australian Consumer Law, we may refuse if:
- you misused the product in a way that caused the problem;
- you knew about the problem, or we told you about it, before you bought the product;
- you asked for the product to be altered against our advice.
(6) REPAIRS AND REFURBISHED GOODS
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
(7) HOW REFUNDS ARE PAID
(a) You'll need your order number or other proof of purchase.
(b) We'll let you know once we've received and inspected the item, and whether a refund has been approved.
(c) Approved refunds are paid to your original payment method within 10 business days. Your bank or card provider may take a few more days to show it.
(d) We aim to resolve all requests for a repair, replacement or refund within 30 days of receiving them.
(8) INTERNATIONAL ORDERS
If you're outside Australia, you may also have rights under the consumer laws of your own country, such as a cooling-off period. This policy doesn't limit those rights.
(9) CONTACT US
Please contact us before sending anything back. Items returned without contacting us first may not be accepted.
Email: info@mrswagman.com.au
Phone: +61 (0)7 5302 6954
Returns address (only once we've confirmed your return): Mr Swagman, 14 Cessna Street, Marcoola QLD 4564, Australia