Refund policy

Digital products

All products sold through SWMS NZ are digital downloads. Once a download link has been accessed, the product is considered delivered.

When refunds apply

We will refund or replace where:

• the files are corrupted, incomplete or cannot be opened;
• you received the wrong product (not what the product page described);
• a technical fault on our side prevented delivery; or
• you purchased the same product twice. Contact us within 7 days and we will refund the duplicate.

Contact us at support@swmsnz.com with your order number and a description of the issue.

When refunds do not apply

• You have accessed the download link and the files are as described.
• You purchased the wrong product. Check the product description and the contents list before purchasing; every product page lists what is in it.
• The documents do not meet expectations that are not described on the product page.
• You decide after purchase that you do not need the document.
• You find the documents are not suitable for your specific work. Templates are prepared for a trade or task in general and judging suitability for your work is your responsibility under the Terms. This does not apply where we told you a Product was suitable for a particular purpose and it was not, or where the product page described something the Product does not contain.

New Zealand consumer law

Nothing in this policy excludes, restricts or modifies any guarantee under the Consumer Guarantees Act 1993 or any right under the Fair Trading Act 1986 that applies to you and cannot lawfully be excluded. If a consumer guarantee applies and a product fails to meet it, you are entitled to a remedy under that Act regardless of this policy.

Where you purchase for the purposes of a business, the Terms contain an agreement to contract out of the CGA. That agreement operates only where the conditions in s43 of the Act are met, and buying for business use does not by itself establish that the Act has been validly contracted out. Clause 8 of the Terms sets out when it applies and when the Act continues to apply.

Change of mind

We do not refund for change of mind once a download link has been opened, because the file cannot be returned. This is our policy, not a statement of your legal rights: where the Consumer Guarantees Act applies to your purchase, your remedies under it are unaffected by this policy.

Duplicate purchases

If you bought the same Product twice, tell us within seven days and we refund the duplicate in full. The download link for the duplicate is cancelled. This seven-day window is a goodwill policy we offer voluntarily. It is separate from, and does not limit, any statutory remedy you may have, which is not subject to that time limit.

How we refund

Approved refunds go back to the card used for the purchase, through our payment processor. Allow up to ten working days for it to appear, depending on your bank.

To request a refund

Email support@swmsnz.com with your order number and details of the issue. We respond within one working day.