Returns and Cancellations Policy

Swoop Baby Pty Ltd (ABN 99 683 273 734) ("we", "us" or the "Company") prides itself on providing products and services of the highest quality and is committed to customer satisfaction. This returns & cancellations policy describes generally how we manage product returns and service cancellations.
Returns, refunds and cancellations remain subject to our Website Terms of Use and Services Agreement (as they apply to your purchase). If you would like more information, please don't hesitate to contact us.

Business Days

In this returns and cancellation policy, "Business Day" means a day (other than a Saturday, Sunday or public holiday) when banks in Sydney, New South Wales are open for business.

Australian Consumer Law

Our goods and services 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A product or good has a major failure when it:

has a problem that would have stopped someone from buying it if they’d known about it;
is significantly different from the sample or description;
is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
is unsafe.

In respect of services, a major failure occurs when it:

has a problem or a series of small problems that would have stopped someone from buying it if they’d known about it;
is significantly different from its description;
is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
doesn’t do what you asked for or achieve the result you seek and can’t easily be fixed within a reasonable time; or
is unsafe.

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for products and services, however these limits will always be subject to your statutory rights.

Product Refunds & Returns

Refunds

Swoop Sleep Swaddles – Money Back Guarantee
We offer a 100% money back guarantee on our Swoop Sleep Swaddles for eligible refund requests. This guarantee does not include shipping costs.
To be eligible for the 100% money back guarantee on the Swoop Sleep Swaddles:

You must notify us of your intention to return your purchase before shipping it to us and provide your proof of purchase. When providing this notice, you may also advise if you’d like to receive a credit for the value of your purchase, or a replacement item of equivalent value (which we may reject in our discretion).
You must post the return item within 10 Business Days of you receiving it from us.
The item must not be broken, damaged, or tarnished.
You must pay for return shipping.

If we do not receive notice of your intention to return along with proof of purchase, the item is not shipped within 10 Business Days of delivery of the item, if the item exhibits signs of damage, excessive use, such as (but not limited to) pet hair, reattached tags, smells or odours, marks, or otherwise does not comply with the requirements set out above, you may not be eligible for a refund.

Other Product Refunds

Aside from the Swoop Baby Swaddles Money Back Guarantee, we do not offer refunds or returns for change of mind.
Refunds will only be made to the extent required by Australian Consumer Law.
If you are otherwise not satisfied with any item that you receive from us, please see below process for assessment of eligibility for returns.

Returns

Replacement or credit as remedy
We will assess each return request on a case-by-case basis and, in some circumstances, we may provide a credit or replacement at our discretion.

Returns Process
Notice: For assessment of your purchase for eligibility to receive a replacement or credit, you must send us a notice outlining your concerns or the basis of your dissatisfaction with the purchased item, including images and/or videos to support your request, as soon as possible after delivery. We will notify you whether your request has been rejected, accepted or (for physical products) whether the item may be shipped to us for further assessment.

Return: If we notify you that your item may be shipped to us for further assessment, you must return the item to us along with its original packaging.
Assessment: We will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Company is at fault and:

(Company at fault) if we consider that the Company is at fault, we will provide a full replacement of the item (or a credit at our discretion); or
(Company not at fault) if we consider that the Company is not at fault, then we will not provide any replacement or credit. For physical products, you may elect to have the item returned to you and we will notify you of associated shipping costs.

Shipping costs
In all cases, you must pay the costs involved in shipping the returned product back to the Company, or having the item returned to you. If we consider that the Company is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that the Company is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us.

Rescheduling & Cancellation Policy

Our priority is ensuring that all bookings are fulfilled to meet client expectations. This means that, once a booking is made, the booked time is reserved exclusively for the client to ensure that we are able to supply the services purchased. We incur administrative costs and expend a significant amount of time in processing and preparing for a booking, do not offer the booked time to other clients for services, and are unlikely to be able to fill a booked time with other work (in part or in full) if that booking is cancelled without adequate notice.

Please ensure you have read the following rescheduling, cancellations and refunds policy as it will apply to any bookings made with us for services.

Sleep Conditioning Programs
You will be required to either pay in full for your selected program, or pay a deposit being 50% of the total program purchase price, depending on where you purchase your selected program. If you pay in full, 50% of the upfront payment comprises the deposit for your purchase.

Deposits are non-refundable (including 50% of an upfront payment that comprises the deposit for payments made in full).

The terms and conditions which apply to bookings for any of our Sleep Conditioning Programs are set out comprehensively in our Services Agreement, which may be accessed here: https://swoopbaby.com/pages/booking-terms-conditions.

A reference to a “booking” means:

In respect of “A positive transition to parenthood”: the date of the one-hour session for working through the tailored sleep program.
In respect of “1:1 Remote Sleep Conditioning”: the date of the 45 minute review call; and
In respect of “1:1 In Home Sleep Conditioning”: the date of your scheduled in home support.

We summarise our policy below for you:

Cancellations
10 Business Days before booking date: We allow cancellations up to 10 Business Days before the first appointment booking date. If you have paid a deposit paid towards your booking, then the deposit is non-refundable, and no further fees shall apply. If you have paid in full, 50% of the payment shall be retained as a non-refundable deposit and the remainder will be refunded to you.
Less than 10 Business Days before booking date: Cancellations are not permitted. The deposit is non-refundable and the remainder of the applicable program booking fee must be paid in full and is also non-refundable. If you have paid in full, the total amount is non-refundable. You may reschedule the program subject to the Rescheduling policy below (provided that the applicable notice period is complied with).

Rescheduling
5 Business Days before booking date: We allow rescheduling of program bookings for requests made up to 5 Business Days before the first appointment date (being either virtual, in person or otherwise). The services may be rescheduled to another date falling within 6 calendar months from the date of purchase of the booking, subject to our availability. The fee for the program must be paid in accordance with the original purchase invoice.

Less than 5 Business Days before booking date: We are unable to accommodate requests for rescheduling less than 5 Business Days before the booking date. All amounts paid are non-refundable and where payment is instalments, the deposit is non-refundable and the remainder of the fee for the program must be paid in accordance with the original purchase invoice.

All Other Bookings
You may pay the fee for your booking in full or pay a 50% deposit with the remainder payable in accordance with the invoice terms. 50% of the total fee comprises the deposit for your purchase irrespective of whether the payment is made upfront or in instalments.
Deposits are non-refundable.

Cancellations
72 hours before booking time: We allow cancellations up to 72 hours before the first appointment booking time. The deposit paid towards your booking is non-refundable, and no further fees shall apply. If you paid in full for your booking, 50% of the total invoiced amount will be retained as a non-refundable deposit, and the remainder will be refunded to you.

Less than 72 hours before booking time: Cancellations are not permitted. The deposit and the remainder of the applicable booking fee must be paid in full and are non-refundable. Payments in full are non-refundable. You may reschedule the booking subject to the Rescheduling policy below (provided that the applicable notice period set out below is complied with).

Rescheduling
We allow rescheduling of bookings for requests received up to 48 hours prior to the booking time. The services may be rescheduled to another date falling within 10 business days from the booking date, subject to our availability. The fee for the booking must be paid in accordance with the original purchase invoice.

Deposit & Refunds
Deposit paid for bookings of services are non-refundable.
Any subsequent payments received towards an invoice issued for service bookings are non-refundable unless otherwise set out in this policy.