Refund policy
Refund Policy:
Swap does not accept general returns. However, we understand the importance of ensuring customer satisfaction and guaranteeing that you are content with your purchases. Hence, we will continue to facilitate returns in the following circumstances:
- Wrong Item: If you receive an incorrect item that does not match the product you ordered, we will be more than happy to assist you in exchanging it for the correct one. Rest assured, we strive to minimize any inaccuracies in our order processing and fulfillment, and we apologize for any inconvenience caused in the rare instance of a mix-up.
- Item Differs Considerably from the Description on Swap: We recognize that accurate product descriptions are vital in assisting your decision-making process. Should you find that an item significantly varies from the details outlined on Swap, we will gladly work with you to process a return and provide a resolution that meets your expectations.
- Damaged During Shipment: While we try to ensure your orders are delivered in pristine condition, external factors during transit may occasionally lead to damages. In such cases, we request that you promptly inform us, and we will take prompt action to remedy the situation, whether through a return, replacement, or refund.
Our return policy lasts 14 days after delivery confirmation for guest purchases and 30 days after delivery confirmation for swap account holder purchases. If this timeframe has already elapsed, unfortunately, we cannot offer you a refund.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
Swap will issue a refund as a gift card or back to your Original Form of Payment based on the return reason you provided and the return inspection results.
Please note: orders paid for using Gift Cards will always be refunded as a Gift Card first, regardless of the return reason.
You will receive a refund to the original form of payment, starting with any Gift Card used, if the following reasons are found to be accurate during inspection:
- A wrong item was sent
- Damaged during shipping
- Differs considerably from the description on Swap.com
- If the item you ordered is missing from the shipment
Refunds as Gift Cards will be sent from our team once the return was approved. Refunds as a Gift Card cannot be reversed.
If your return is approved, then your refund will be processed, and a Gift Card will be issued to you or a refund will be made to your original method of payment within 10-14 business days.
Refunds cannot be issued to any other method of payment outside of Gift Card and the Original Method used.
Late or Missing Refunds (if applicable):
If you haven’t received a refund yet, first check your swap account to see if a store credit was issued.
If your refund was not issued as a store credit, we recommend checking your bank again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at assistance@swap.com.
Returns and Klarna:
If you placed an order on Swap and checked out/paid using Klarna, you will be responsible for making all of your Klarna Payments regardless of the type of refund you are issued.
If a refund is issued back to the Original Form of Payment, Klarna will receive the refund and use it to lower your final payment with Klarna.
If a refund is issued back as Store Credit, Klarna will not receive notice of the return, and you will still be responsible for making all payments to Klarna.
Shipping:
Refunds and Shipping Disputes:
If you are experiencing a non-delivery of your items or your tracking information states that the carrier delivered your package but you have not received it, you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 business days to complete (depending on the shipping carrier used).
SWAP.COM DOES NOT HOLD OR ACCEPT RESPONSIBILITY for packages reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered after a claim is completed.
Please note: when processing a return form, if all or a majority of items in an order are marked as missing, this is considered a non-delivery dispute, and a refund may not be issued within the written estimated time frame as it will instead require a claim to be processed. Please contact customer support for assistance filing your claim.
Please note that our return policy is subject to change without prior notice. If you have any further questions or concerns, please don't hesitate to contact our customer support team.