Can I Claim Warranty Without Official Receipt
As per our product return policies, purchasers should retain their order reference, invoice or receipt as proof of purchase. Warranty cannot be claimed if:
- You do not have proof of purchase from Swann.com or Swann authorized retailers/stockist, such as receipt, credit card or bank statement.
- You have received the product(s) as a gift. Please note that the warranty is non-transferrable without a copy of the original receipt.
- You bought the product from an unauthorized retailer/stockist or second hand. This includes, but is not limited to purchases from non-Swann resellers on eBay, Craigslist, Facebook Marketplace, and etc.
- You purchased a property where the unit was installed.
If you had purchased your product from an authorized retailer, please get in touch with the store for a copy of your receipt. You may also provide a credit card statement if it itemizes the product, store name and date of purchase.
Where to claim warranty
Warranty claims require confirmation from our technical support during the standard warranty period.
You must claim warranty from the store and region you purchased directly from:
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If you had purchased from any of the following:
Email our Australia, USA, Canada and United Kingdom support team. |
If you had purchased from the following regions, please contact the retailer regarding warranty claim and provide your case number as reference.
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Do you keep customer invoices?
- Swann.com purchases: Yes. Swann retains order and invoice records for purchases made on Swann.com. These can typically be accessed via your Swann.com account or retrieved by our Support team if you provide basic order details.
- Retailer/marketplace purchases (e.g., Amazon, Best Buy, JB Hi-Fi, etc.): No. If you purchased from a retail partner or marketplace, Swann does not have access to the retailer’s invoice. You’ll need to request a copy directly from the place of purchase.
Tip: If you can’t locate your invoice from a retailer, most stores can re‑issue it if you provide the purchase date, store location (or online order number), payment method, and the last 4 digits of the card used.
How can I get my invoice if I purchased from Swann.com?
You have a few options:
1) Download from your Swann.com account
- Go to Swann.com and sign in to your account.
- Open My Account → Orders (or Order History).
- Select the relevant order.
- Click View Invoice or Download Invoice (PDF).
Note: If you checked out as a guest, you may not see the order in a new/empty account. Try the email search tips below or contact Support.
2) Find it in your email
- Search your inbox (and spam/junk) for terms like “Your Swann Order”, “Swann Invoice”, or your order number (e.g., Order #123456).
- The invoice is often attached or linked in the confirmation or shipping emails.
3) Ask Swann Support to resend it
If you can’t access your account or don’t have the email, submit a request and we can resend the invoice for Swann.com purchases.
Please provide any two or more of the following requirements to help us find your order quickly:
- Order number (if available)
- Full name and email address used at checkout
- Shipping address (postcode/ZIP helps)
Privacy note: We can only send invoices to the email address on the order or after verifying ownership of the purchase.
4) Need a tax invoice with company details?
If you require a VAT/GST‑compliant invoice or need your business name/ABN/ACN/VAT ID added:
- Include the exact business details as they should appear along with the requirements in (3).
We’ll issue an updated invoice where applicable.
If you purchased from a retailer or marketplace
- Swann doesn’t hold those invoices. Please contact the retailer’s customer service or use their order history portal to download the invoice.
Invoice Retention Requirements by Country
| Country | Retention Period for Invoices | Consumer Law Obligations |
|---|---|---|
| Australia | 5 years from the end of the financial year the record relates to. Companies often keep financial records for 7 years under the Corporations Act. | Under Australian Consumer Law, businesses must: • Provide receipts for purchases over $75 automatically; • Provide receipts for purchases under $75 if requested (within 7 days); • Provide itemised bills for services if requested within 30 days |
| USA | 7 years from the end of the taxable period. Applies to GST and income tax records. | Consumer protection laws (FTC Act, state laws) require businesses to provide accurate billing and itemized invoices upon request. |
| Canada | Generally 3 years for IRS purposes; 4 years for federal contracts; 7 years for SOX compliance or bad debt claims. Longer for fraud cases. | Provincial consumer laws (e.g., Ontario CPA) require businesses to provide clear receipts and allow consumers to request documentation for disputes or warranty claims. |
| UK | 6 years for VAT and accounting records. | Under the Consumer Rights Act 2015, businesses must provide proof of purchase for warranty or dispute resolution. |