Effective Date: July 2026
Find Your Situation
- Reserved a spot for an upcoming batch → Section 1: Reservations
- Cancelling a pre-order before it ships → Section 2: Pre-Order Cancellations
- Changed your mind within 30 days of delivery → Section 3: 30-Day Money-Back Guarantee
- Faulty on arrival, or a fault within 180 days of delivery → Section 4: 180-Day Limited Hardware Warranty
- Worn, faulty, or accidentally damaged parts — or a fault after 180 days — with Sway Care+ → Section 5: Sway Care+
- Any other repair → Section 6: Out-of-Warranty Repair Service
Reservations
Before a production batch opens for pre-order, we may offer reservations so you can secure your place and access to the upcoming launch.
Reservation Terms
What a Reservation Is: A reservation is a refundable payment that secures your place and launch access for an upcoming batch. It is not a purchase of the product, is not applied as a credit toward the purchase price, and is not an additional discount on VIP pricing.
Refunds: Your reservation payment is fully refundable at any time up until we finalise manufacturing numbers for your batch. Refunds are not automatic — to cancel your reservation, contact us at contactus@audima.com.au.
Launch Window: To claim your reservation benefits, complete your purchase during the designated launch window (communicated via email). Full terms governing launch windows and batch transfers are set out in our Terms & Conditions.
Pre-Order Cancellations
Our production runs are based on exact pre-order counts, so cancellation terms depend on where your order is in the production cycle:
Cancellation Terms
First 30 Days: Cancel your pre-order for a full refund at any time within 30 days of placing your order.
After 30 Days: Once we finalise manufacturing numbers, we commit non-refundable payments to our manufacturers. Cancellations after the 30-day window but before shipping are subject to a 10% Processing Fee to cover unrecoverable transaction and allocation costs.
After Shipping Begins: Once your order enters the fulfilment phase, it can no longer be cancelled — it is instead covered by the 30-Day Money-Back Guarantee (Section 3) once delivered.
This cancellation policy does not affect your rights under PayPal’s Buyer Protection program or any applicable consumer protection laws.
30-Day Money-Back Guarantee
We’re confident you’ll love Sway, so we want you to actually try it. Unlike a typical “change of mind” policy, our 30-Day Money-Back Guarantee lets you open the box, power on your unit, register it, and use it for up to 30 days while you decide if it’s right for you.
If your Sway arrives faulty, that is not a change-of-mind return — it is covered by the 180-Day Limited Hardware Warranty (Section 4), with all costs on us.
Eligibility
You may return your Sway within 30 days of delivery, provided it is in new, clean, and resalable condition, with all original accessories, cables, and included items, and has not been intentionally damaged, modified, or abused.
If a returned unit shows wear, scuffing, missing components, or damage beyond light evaluation, we may deduct a reasonable amount from your refund to reflect the reduced resale value, or decline the return where the product has been intentionally damaged, modified, or abused.
Shipping and Refund Amount
No restocking fee applies. Shipping is handled as follows:
- Original outbound shipping (paid at checkout) is non-refundable.
- Return shipping is your responsibility, including tracking and insurance (recommended) and any customs or import charges. Audima Labs is not responsible for products lost or damaged during return transit.
- Audima Labs refunds the product purchase price only.
- Sway Care+ purchased with your order is automatically refunded in full alongside your product refund.
180-Day Limited Hardware Warranty
Every Sway includes a free 180-day manufacturer’s warranty covering Major Failures, starting from the date of delivery. This includes units that are faulty on arrival. For a confirmed defect, all costs are on us — including shipping in both directions.
What Is a Major Failure?
A Major Failure is a defect that renders the product unusable, such as a dead PCB (Dead on Arrival), non-functional input/output jacks, or any failure that would have prevented a reasonable person from purchasing the product had they known about it.
What This Warranty Does Not Cover
- Minor issues that do not impede the core function of the product — such as minor aesthetic machining marks, software or firmware bugs resolvable via update, or the subjective feel of pads, encoders, or other parts. These are handled on a case-by-case basis.
- Parts that wear out or stop working over time, or are damaged in accidental incidents such as drops and knocks — covered by Sway Care+ (Section 5).
- Faults occurring more than 180 days after delivery — covered by Sway Care+ (Section 5) if you have it, or by our Out-of-Warranty Repair Service (Section 6) if you don’t.
Warranty Claim Process
- Contact our support team at contactus@audima.com.au with video evidence of the failure.
- If the issue is deemed a Major Failure, ship the unit to your designated regional service centre (address provided when your claim is approved).
- Shipping: For a confirmed defective unit, we provide either a prepaid shipping label or reimbursement of your shipping costs (up to a reasonable, pre-agreed limit) via PayPal or your original payment method, upon receipt of a valid shipping invoice.
- Resolution: Once the defect is confirmed (video evidence may also be accepted), we send a replacement Sway or refund the product purchase price — whichever you prefer, subject to availability.
Defect claims within the first 180 days are always handled under this free warranty, even if you have Sway Care+.
Sway Care+ (Optional Protection Plan)
Sway Care+ is our optional protection plan, running for 12 months from your delivery date. It adds two things standard coverage doesn’t include: parts coverage from day one — repairing or replacing components that wear out, stop working, or are damaged in accidental incidents — and extended defect coverage from day 181 to day 365.
Sway Care+ Coverage
- Parts coverage from day one — faulty or worn buttons, encoders, pads, jacks, the display, and other components, repaired or replaced free with no service fees or repair charges. This includes parts damaged in accidental incidents such as drops and knocks, up to two accidental-incident claims per coverage period.
- Hardware defects from day 181 to day 365 — repaired or replaced free.
- Shipping: You ship the unit to us at your cost; we ship the repaired or replacement unit back at our cost.
Purchasing Sway Care+
Add Sway Care+ at checkout, or purchase it within 30 days of your delivery date. It cannot be purchased after this window, or for a unit that is already damaged or faulty. Coverage is linked to your original order number and applies only to the unit purchased under that order.
How to Make a Claim
- Contact our support team at contactus@audima.com.au with your order number and photo or video evidence of the issue.
- Once approved, ship your unit to your designated regional service centre (address provided when your claim is approved), at your cost. Tracked and insured shipping is recommended — damage or loss in transit to us is not covered.
- We repair your unit, or replace it where repair is not practical. Replacements may be new or refurbished to like-new standard, and continue your original coverage period — they do not restart the 12 months.
- We ship your unit back to you at our cost.
What Sway Care+ Does Not Cover
- Loss or theft
- Cosmetic damage that does not affect function
- Intentional damage, misuse, or abuse
- Unauthorised modification, disassembly, or third-party repair
- Damage caused by non-approved power supplies, cables, or accessories
- Software or firmware issues resolvable via update
Refunding Sway Care+
Cancel Sway Care+ for a full refund within 30 days of purchasing it, provided no claim has been made. It is also refunded automatically if you return your Sway under the 30-Day Money-Back Guarantee (Section 3). After 30 days, or once a claim has been made, Sway Care+ is non-refundable.
Out-of-Warranty Repair Service
We want your Sway playing for years, not just for its warranty period. If your repair isn’t covered by Sections 4 or 5 — including expired coverage, used claim allowances, and excluded damage types — our paid repair service is available to every Sway owner. You are responsible for all costs: the repair itself and shipping in both directions.
How It Works
- Contact our support team at contactus@audima.com.au with your order number and photo or video evidence of the issue. We’ll provide a repair estimate.
- To proceed, ship your unit to your designated regional service centre (address provided when your repair is booked), at your cost.
- After inspection, we confirm the final quote. No work begins until you approve it.
- Once approved and paid, we complete the repair and ship your unit back to you.
If you decline the final quote, we return your unit unrepaired, with return shipping at your cost.
Non-Returnable Items
The following are not eligible for return or refund:
- Customised or personalised hardware
- Digital software bundles or licences once the code has been revealed or delivered
- Sway Care+ plans more than 30 days after purchase, or once a claim has been made (Section 5)
Refund Timeline
Refunds are processed within 10 business days of your return arriving and passing inspection, and are issued to the original payment method only. This applies to Money-Back Guarantee returns, warranty refunds, and Sway Care+ refunds. If the original payment method is no longer available, a store credit or PayPal transfer may be arranged at our sole discretion.
Questions about this policy? Contact our support team.
Your Rights Under the 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.
The benefits provided under our 180-Day Limited Hardware Warranty and Sway Care+ are in addition to, and do not limit, your rights and remedies under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you may have under the ACL that cannot be lawfully excluded. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired, and refurbished parts may be used to repair the goods.
Warranty claims are made to Audima Labs Pty Ltd, [Registered Business Address], Australia, by email at contactus@audima.com.au. The claim process, claim periods, and who bears the expenses of claiming are set out in Sections 4 and 5 above. Where this policy provides for Audima Labs to cover or reimburse shipping costs, you will be reimbursed upon receipt of a valid shipping invoice.
Contact Information
Email: contactus@audima.com.au
Response Time: Within 3 business days
Last Updated: July 2026
