Returns & Refunds

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a cap has a major failure, you can choose a refund or replacement. If the problem is not major, we may repair, replace or refund. You may also be entitled to compensation for other reasonably foreseeable loss or damage.

A consumer guarantee claim is not limited by our change-of-mind window, and we will not require original packaging where doing so would unfairly prevent a valid faulty-product claim.

Standard retail caps that have not been personalised may be returned for change of mind where:

• You contact us within 30 days of delivery.
• The cap is unused, unworn and in its original condition.
• You can provide proof of purchase, such as your order number.

Return postage for change-of-mind returns is the customer's responsibility, and we recommend a tracked service. Original shipping charges are not refunded on change-of-mind returns.

For hygiene reasons, a cap that has been worn in the water cannot be returned for change of mind. This does not affect your rights if the cap is faulty.

This section covers Custom BEST Performance Dome Caps and Custom BEST Seamless Caps.

Because these caps are made to your approved artwork, quantity and colours, they are generally not eligible for change-of-mind returns once artwork has been approved or production has started. This includes later changes to logos, colours, spelling, athlete names, quantities or cap style.

You keep your full rights where a custom order:

• Has a manufacturing fault or defective material.
• Was produced incorrectly or does not match the artwork you approved.
• Was supplied in the wrong quantity or the wrong cap style.
• Has a major failure, or otherwise fails a consumer guarantee.

See the Custom Team Orders policy for approval, cancellation and production detail.

Contact us as soon as you notice the issue, and include:

• Your order number.
• A description of the problem.
• Clear photographs of the cap, and of the packaging if it arrived damaged.
• The date you first noticed the issue.

We will assess the claim and provide a remedy in line with the Australian Consumer Law. Where a return is required for a faulty, damaged or incorrect item, we cover the cost of return postage.

• 01 — Email support@bestswim.com.au with your order number and reason for return.
• 02 — We confirm whether the return is approved and send return instructions.
• 03 — Send the cap back using the instructions provided. Do not send returns without approval.
• 04 — We assess the return on arrival and confirm the outcome by email.

Approved refunds are issued to the original payment method. Refunds are usually processed within 5–10 business days of us receiving and assessing the return. Your bank or card provider may take additional time to show the funds.

Exchanges for a different colour or style are subject to availability. You will never be required to accept store credit in place of a remedy you are entitled to by law.

Return and refund enquiries: support@bestswim.com.au
BEST SWIM · Brisbane, Queensland, Australia