Return and refund policy

Last updated: 17 September 2026

This Return and Refund Policy applies to purchases made through www.play-swap.com, operated by Smarter Sale Limited.

1. Returns

We accept eligible returns requested within 30 days after the order has been delivered.

To qualify for a change-of-mind return, the product must:

  • be unused, undamaged and in resalable condition;
  • include its original packaging, accessories, manuals and labels;
  • be accompanied by valid proof of purchase; and
  • not be excluded from return for health, hygiene or safety reasons.

Products with a hygiene or safety seal cannot be returned after the seal has been broken, unless the product is faulty, defective or otherwise protected by applicable consumer law.

2. Starting a Return

Before returning a product, contact us at info@playswap.com and provide:

  • your full name;
  • order number;
  • the product you wish to return;
  • the reason for the return; and
  • photographs or videos if the product is damaged, defective or incorrect.

Do not return products without first receiving return instructions from us. The return address may differ from our registered business address.

3. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs.

If we supplied an incorrect, damaged or defective product, Smarter Sale Limited will provide an appropriate remedy and cover reasonable return shipping costs where required.

We recommend using a trackable shipping service. We are not responsible for change-of-mind returns that are lost or damaged before reaching the designated return location.

4. Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery. Contact info@playswap.com as soon as possible if:

  • the product arrived damaged;
  • the product is defective;
  • parts or accessories are missing; or
  • you received a product different from the one ordered.

Include clear photographs or videos of the product, packaging and shipping label.

Depending on the circumstances and applicable law, we may offer a repair, replacement, partial refund or full refund.

5. Australian Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, including rights available under the Australian Consumer Law.

Our 30-day change-of-mind policy operates in addition to these statutory rights. The 30-day period does not limit a customer’s rights where a product fails to comply with a consumer guarantee.

6. Refunds

After receiving and inspecting an eligible return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We aim to submit an approved refund within three business days after completing our inspection.

Once submitted, refunds commonly take approximately 5–10 business days to appear, depending on the customer’s bank, card issuer and payment method. The time taken by a bank or card issuer is outside our direct control.

The total refund for an order cannot exceed the amount originally paid for that order.

Original shipping charges are not refunded for change-of-mind returns unless required by applicable law. If an order was incorrect, damaged or defective, reasonable original shipping costs may also be refunded where appropriate.

7. Partial Refunds

A partial refund may be offered where:

  • only part of an order is affected;
  • the customer chooses to keep an item with a minor issue;
  • an eligible change-of-mind return is incomplete; or
  • another partial remedy is agreed with the customer.

A partial refund will not limit any non-excludable rights available under applicable consumer law.

8. Cancellations

Contact us immediately at info@playswap.com if you wish to cancel an order.

We will try to cancel orders that have not yet been processed or shipped. Once an order has entered fulfilment or has been shipped, it may need to be handled as a return.

9. Missing Refunds

If an approved refund does not appear after the expected processing period:

  1. Check the original payment account.
  2. Contact your bank or card issuer.
  3. Email info@playswap.com with your order number.

Where available, we can provide a refund reference to help your bank or card issuer trace the transaction.

10. Contact

Company Name: Smarter Sale Limited
Registration: 78957318
Address: RM03, 24/F, HO KING COMM CTR, 2-16 FAYUEN ST, MONG KOKHONG KONG

Email: info@playswap.com
Website: www.play-swap.com

Need help?

Frequently asked questions

Everything you need to know about ordering, shipping and collecting with TCG SWAPPING. Can’t find what you’re looking for? Get in touch with our team.

How long does delivery take?

Orders are generally processed within 1–3 business days. After dispatch, delivery within Australia is estimated to take 2–5 business days. You’ll receive tracking information by email when available.

What if my order arrives damaged or incorrect?

Contact us as soon as possible at info@playswap.com. Please include your order number and clear photos or videos of the product, packaging and shipping label. Depending on the situation, we’ll arrange an appropriate solution such as a replacement or refund. 

Can I return my order?

Yes. Eligible items can be returned within 30 days after delivery. Products must be unused, undamaged and in resalable condition, with their original packaging, accessories, manuals and labels.

Can I cancel or change my order?

Contact us as soon as possible if you need to cancel your order or correct your delivery address. We’ll try to make the change before fulfilment begins, but once an order has been processed or shipped, changes may no longer be possible.

How do I start a return?

Simply email us at info@playswap.com with your name, order number, the product you’d like to return and the reason for your return. If there’s an issue with the product, please include clear photos or videos. 

How long does a refund take?

Once an eligible return has been received and inspected, we aim to submit an approved refund within 3 business days. After that, it commonly takes around 5–10 business days for the refund to appear, depending on your bank or payment provider. 

Still have a question? Contact us at info@play-swap.com