Refund policy

The Swing Set Company

At The Swing Set Company, we want you and your family to love your purchase. If something isn't right, we're here to help. This policy explains how returns, refunds, and cancellations work for orders shipped within the United States and the United Kingdom.

Return window

You may request a return within 30 days of your delivery date. Requests made after this window may not be accepted..

Items eligible for return

To be eligible for a return, an item must be:

  • Unused and unassembled
  • In its original condition and original packaging, with all parts, hardware, and instructions included
  • Accompanied by proof of purchase (order number or receipt)

Items that cannot be returned

  • Swing sets that have been assembled or partially assembled
  • Custom-built or made-to-order products
  • Clearance or final-sale items
  • Gift cards
  • Items damaged through improper assembly, modification, weather exposure, or misuse

How to start a return

  1. Contact us at support@theswingsetcompany.com or call (888) 525-1185.
  2. Include your order number and the reason for the return.
  3. Our team will confirm eligibility and send return instructions, including the return shipping address.

Please wait for our confirmation before shipping anything back — returns sent without authorization may be delayed or refused.

Return shipping

  • Change of mind: You are responsible for return shipping costs, and a restocking fee may apply (see below).
  • Damaged, defective, or incorrect items, or our error: We cover all return shipping costs and send a replacement or full refund at no cost to you.

Our standard outbound shipping is free to the US and UK with delivery within 2 days. This free-shipping benefit applies to outgoing orders and does not cover return shipping on change-of-mind returns.

Restocking fee

Because swing sets are large, bulky items, change-of-mind returns may be subject to a restocking fee of up to [15–25%] of the item price. This does not apply to damaged, defective, or incorrectly shipped items.

Refunds

Once we receive and inspect your returned item, we'll notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post the refund.

Original outbound shipping costs are non-refundable except where the return is due to our error or a defective product.

Damaged or defective items

Please inspect your order on delivery. If an item arrives damaged or defective:

  1. Contact us within 48 hours of delivery at support@theswingsetcompany.com or (888) 525-1185.
  2. Include photos of the damage and the packaging.

We'll arrange a free replacement, replacement parts, or a full refund — whichever you prefer.

Order cancellations

You may cancel an order at no charge before it ships. Because we aim to dispatch within 2 days, please contact us as soon as possible. Once an order has shipped, it falls under the return process above.

Exchanges

If you'd like a different model or size, contact us to arrange an exchange. The fastest way is to return your original item and place a new order once your return is approved.

Your statutory rights

UK customers: Nothing in this policy affects your statutory rights. Under UK consumer law, you generally have the right to cancel most online purchases within 14 days of delivery without giving a reason, and a further period to return the goods.

US customers: This policy is offered in addition to any rights provided under applicable state and federal law.

Contact us

Questions about a return or refund? We're happy to help.