Return Policy

Last updated: October 7, 2026

We want you to be happy with every purchase on Swappa. This Return Policy explains when and how you can request a refund.

1. Refund Request Period

You can submit a refund request within 3 days after placing the order. After this period the "Refund" button on the order page is no longer available. The period shown on the order page applies.

2. Eligible Cases

• The item is damaged, defective or does not work as described.
• You received the wrong item, or items are missing from the order.
• The item was damaged during transport.
• The item is unused, in its original condition and packaging, and you have changed your mind (where the product page does not state otherwise).

3. Non-returnable Items

• Items that have been used, washed, altered or damaged by the buyer.
• Personal hygiene products, underwear, cosmetics and food once opened.
• Customised or personalised items.
• Digital products, gift cards and top-up services.
• Items marked as non-returnable on the product page.

4. How to Request a Refund

• Go to "My Orders", open the order and click "Refund" next to the item.
• Choose a reason and describe the problem. Photos or videos of the item and packaging help us process your request faster.
• Your request is reviewed and the result is shown on the refund request page. If a return is required, follow the instructions you receive and keep the shipping receipt.

5. Refund Method and Timing

Approved refunds are credited to your Swappa wallet balance, normally within 1–3 business days after approval. Original shipping fees are refundable only if the return is due to our error or a defective item.

6. Cancelling an Order

You can request to cancel an order that has not yet been shipped by contacting customer service. Orders that have already been shipped are handled as returns under this policy.

7. Contact

If you have any questions about this policy, please contact us through the online customer service on the Swappa website or in the Swappa app.