Members will only be able to initiate a refund request on products that have been setup to allow refunds. It is recommended that you check the Entities refund policy as requests may be declined.

If the product contains higher entity components, (e.g. is a membership not a meet nomination) it will also require the higher entity to consider the refund request independently, and complete the approval process if granted. 

Please note that once a refund request has been initiated for a meet nomination it will remove the entry from the meet and can only be cancelled by contacting your state administrator. 

1) Login to Swim Central and from your family dashboard select the padlock at the top right corner and enter your PIN 
NB. If you are an individual not attached to a family group there will be no padlock or pin

2) From your dashboard, select the 'Order History' link 

3) You will see a comprehensive list of all purchases. You have the option to filter the list by the date range or purchase status (All, Payment Pending, Approval Pending, Completed)  

4) Select the purchase order and the details of the purchase order will show on the righthand side screen.

5) Select 'Request Refund' next to the product that you would like to request a refund for.

6) A pop-up screen will display, input the reason for the request, confirm the details then select ‘Continue’

Please ensure a valid reason for the refund is completed. If not provided your request may be declined

7) This request will be sent to the Club that you purchased the product from for approval. Please ensure you contact the club advising them of the request and reason for the refund. If not provided your request may be declined

7) Please refer to the icons next to the line item in the purchase order as this will display the progress of the refund request.  

9) Select 'Transaction' to review the date and amount of funds refunded back to your financial institution. 

10) The refund number will be visible with the prefix re_. Please note that any refunded amount(s) may take up to 14 working days to be credited back to the credit card used for the initial purchase.

In the event that your credit card has been updated since the initial purchase, and you have received a refund:

• If the new credit card is from the same provider as the old card, the funds should be directed to the new card.
• If the credit card has been replaced with a new provider, the previous provider may retain the refund or reroute it back to Swim Central. We suggest reaching out to the provider for additional information.