At Velocity Swim Co, we stand behind the quality of our high-performance swim gear. We’re committed to ensuring your complete satisfaction with every purchase. If you’re not entirely happy with your item, we’re here to help with our straightforward returns and exchanges process.

Quick Overview: We accept returns and exchanges within 15 days of delivery. Items must be unworn, unwashed, and in original packaging with tags attached. For hygiene reasons, certain products cannot be returned (see section below).

Eligibility Period

You have 15 days from the date you receive your item to initiate a return or exchange.

Return Conditions

To be eligible for a return or exchange, your item must meet the following conditions:

  • Unworn, unwashed, and in original condition
  • Original packaging and tags attached
  • Proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on the following products:

  • Swimming goggles (all types including AIR JUNIOR, AIR-BOLD SWIPE, AIR-SOFT, AIR-SPEED, COBRA CORE SWIPE, COBRA TRI SWIPE MIRROR, and COBRA ULTRA SWIPE)
  • Adult swimming caps
  • Any worn swimwear (including boys racing swimwear, boys training swimwear, and girl’s training swimwear)

These restrictions are in place to protect all our customers and maintain the highest hygiene standards for products that come in close contact with the body.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the product you wish to return or exchange
  3. Our team will email you a Return Authorization Number and instructions
  4. Package the item securely with the original packaging
  5. Include the completed returns form (see template below)
  6. Ship the package to our address (you are responsible for return shipping costs)

Return Shipping Address

Once your return is approved, please ship your item to:

Velocity Swim Co Returns
54 Seninis Road
SOUTH TOWNSVILLE, AU 4810
Australia

We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Refund Processing

Once we receive and inspect your returned item:

  • We will process your refund within 3-5 business days
  • Refunds will be issued to your original payment method
  • Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account

Please note that original shipping fees are non-refundable, and you are responsible for return shipping costs.

Exchanges

If you need a different size or color, we recommend returning the original item for a refund and placing a new order to ensure you receive your desired product as quickly as possible.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with your order number and photos of the damaged/defective item. We will arrange a replacement or refund and provide a prepaid shipping label.

Return Authorization Request Template

Copy and paste the template below into an email to [email protected] to initiate your return:

Subject: Return Authorization Request – Order #[Your Order Number] Dear Velocity Swim Co Customer Service Team, I would like to request a return/exchange for my recent purchase. Order Number: [Your Order Number] Product Name: [Product Name] Product Code/SKU: [If available] Reason for Return: [e.g., wrong size, changed mind, etc.] I confirm that the item is unworn, unwashed, and in its original packaging with tags attached. Please provide me with a Return Authorization Number and further instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

International Returns

As we serve customers worldwide, please note that:

  • You are responsible for any customs duties or taxes incurred when returning items
  • We recommend marking the package as “Returned Goods” to potentially reduce customs fees
  • Refunds will be issued in Australian Dollars (AUD) using the exchange rate at the time of refund

Questions?

If you have any questions about our returns and exchanges policy, please contact our friendly customer service team at [email protected]. We’re here to help competitive swimmers, triathletes, and water sports enthusiasts get the most from their gear!