Refund policy
Return & Refund Policy
At SwannyWalker, we take pride in delivering premium products and an exceptional gifting experience. If something isn't right, we're here to help.
Change of Mind Returns We accept change of mind returns within 30 days of delivery, provided the item is unopened, in its original packaging, and in resaleable condition. Return shipping costs are at the customer's expense. A 15% restocking fee applies to all change of mind returns and will be deducted from your refund.
Damaged or Faulty Items If your order arrives damaged or faulty, please contact us within 7 days of delivery with photos of the damage. We'll arrange a replacement or full refund at no cost to you, including return shipping where required. No restocking fee applies.
Incorrect Items If you received the wrong item, contact us within 7 days and we'll make it right with a replacement or refund, including covered return shipping. No restocking fee applies.
Final Sale Items The following are not eligible for return:
- Opened bottles of wine or spirits
- Personalised or custom-engraved items
- Gift sets that have been partially used or opened
How to Request a Return To request a return, please visit our contact us page with your order number, reason for return, and photos if applicable. We'll respond within 2 business days.
Refunds Approved refunds are processed to your original payment method within 5–10 business days of us receiving the returned item. Where a restocking fee applies, this will be clearly communicated before the return is finalised.
Australian Consumer Law Our returns policy is in addition to your rights 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. Restocking fees do not apply to returns made under Australian Consumer Law guarantees.