Refund policy
Returns, Refunds & Warranty
We've been hand-making swags and bags in Geraldton since 1983. In all that time, we've only had a handful of customers need repairs: a couple of snapped buckles, and a few zips worn through from rubbing on a jerry can in the back of a ute. We stand behind every product we make. Here's exactly what that means for you.
Your rights under 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.
In plain terms:
- Major problem (for example, the canvas tears through in normal use, or the product isn't what we described): you choose a refund or a replacement.
- Minor problem (for example, a buckle or zip fails): we'll repair it free of charge. If we can't fix it within a reasonable time, we'll replace or refund it.
- Refunds go back to your original payment method. You'll need proof of purchase, such as your order email or receipt, but you don't need the original packaging.
- These rights apply whether or not you're within our warranty period. Nothing in this policy limits them.
- We don't offer refunds or exchanges if you simply change your mind. This doesn't affect your rights above if a product is faulty or not as described.
Our 10-Year Warranty
Our 10-year warranty covers any defect in materials or workmanship for 10 years from the date of purchase. We'll repair or replace the product, at our choice.
- What's not covered: normal wear and tear (foam mattresses won't last a lifetime), misuse, accidents, or damage from petrol, oil or solvents. And Joel, using your 15-year-old swag under your tyres to get yourself out of a bog is not normal wear and tear. Luckily, no damage was done. How tough is that!?
- How to claim: call or email us with your order details, photos of the problem, and a short description of what happened.
- Who pays freight: if the claim is approved, we'll cover the cost of getting the item back to us and returning it to you. If no defect is found, we'll tell you the freight cost before anything is sent.
- This warranty is in addition to your rights under the Australian Consumer Law.
How to contact us
Murchison River Swags
906 Chapman Road, Glenfield, Geraldton WA 6532
Phone: 0427 702 606
Email: info@murchisonriverswags.com.au
