Can I Return My Product for a Refund? – Swann

Purchases from Authorized Retailers

If you purchased from an authorized retailer (not Swann Store), you must return the product to the original place of purchase and follow their returns policy.

This also applies to Secure+ subscriptions from Apple Store and Play Store.

Direct Purchases from Swann

If you purchased your product directly from Swann and there is no fault, you may return it for a refund or credit only if all the following conditions are met:

It is less than a certain number of days since the product was purchased.
- Australia: 7 days
- USA: 30 days
The product is complete and in resaleable condition.
The product is not a special-order item.
Order number or invoice from Swann.com

Products that do not meet these conditions may still be accepted but could incur a restocking fee of up to 15% of the original purchase price, depending on condition and completeness.

How to Request a Refund within 7 days

Please contact our Customer Service for assistance via Email: Contact form

We request that you identify the reason for return and provide photos of the product.

Faulty Products within Warranty

If your product is faulty and covered by warranty, Swann will repair or replace it as per our warranty terms.
If the fault is determined as a major failure, you are entitled to choose:
- A refund (depending on length of time and how the product was used), or
- An identical replacement, or
- A replacement of similar value.
If the fault is minor, Swann will repair or replace at its discretion.

Important:

If you choose a refund, you must have an order reference/ receipt or adequate proof of purchase from Swann.com dated within the 24-month warranty period.
You must pay freight (and insurance if applicable) to return the unit to Swann.
Swann will cover freight charges to return the repaired or replaced unit to you.
Units tested and found to be OK may incur a minimum handling charge of $50.
Swann does not refund installation or uninstallation costs.

For more information, see Swann.com > Product Returns

How to Request a Refund within Warranty

Please contact our Technical Support for assistance. The conditions for requesting refund for a fault while under warranty requires an assessment to diagnose the cause of the failure, if any:

Email: Contact form
Phone: Choose your country

Consumer Law Reminder

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, UK Consumer Rights Act, and similar laws in other regions.
You are entitled to a refund or replacement for a major failure assessed by our Technical Support team.
For more details:

Australia – ACCC
https://www.gov.uk/consumer-protection-rights
https://www.ftc.gov
https://ised-isde.canada.ca/site/office-consumer-affairs/en