Refund policy

Return window

We want you to love what you ordered. If for any reason you are not satisfied, we accept returns within 30 days of the delivery date for standard-priced items. Items purchased during a sale or promotional event are eligible for return within 14 days of delivery. Items marked as "Final Sale" at the time of purchase cannot be returned or exchanged under any circumstances.

Eligibility conditions

To be accepted for a return, items must be unworn, unwashed, and in their original condition with all tags and packaging intact. Items must be free from odours, makeup, stains, or any visible signs of use. A valid proof of purchase — such as your order confirmation email or receipt — must accompany all returns. Items that do not meet these conditions will not be accepted and will be returned to you at your own expense.

Non-returnable items

For hygiene and safety reasons, certain items are not eligible for return or exchange. These include swimwear and underwear where the hygiene seal has been removed, pierced jewellery and earrings, gift cards and store credit, items marked as Final Sale at the time of purchase, and any personalised or custom-made orders. We are unable to make exceptions to this policy.

How to return

To initiate a return, email splash@swimswans.com.my with your order number and reason for return. Once your request is approved, please pack your items securely — in their original packaging where possible and follow the instructions in the return email. You will receive an email confirmation once your return has been received and inspected, which typically takes 3–5 business days.

Refunds

Once your return has been approved, refunds will be issued to your original payment method within 14-30 business days. Please note that original shipping fees are non-refundable unless the item you received was faulty or incorrectly sent. Your bank or card provider may require additional processing time after the refund has been issued on our end.

Exchanges

We are happy to exchange items for a different size or colour of the same product, subject to availability. To request an exchange, simply follow the standard return process and indicate your preferred replacement at the time of initiating the return. If the item you have requested is out of stock at the time your return is processed, we will issue a full refund in its place.

Faulty or incorrect items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery and include a clear photo of the issue. In these cases, we will arrange a free return and offer you a full refund, a replacement item — whichever you prefer. All return shipping costs will be covered by Best Swim Gear PLT for faulty or incorrectly sent orders.

Contact us

Our customer support team is available Monday to Friday, 9am–6pm, and can be reached by email at splash@swimswans.com.my. We aim to respond to all enquiries within one business day and are happy to assist with any questions about your return or refund.