Returns & Refund Policy
How SwaziSwap handles product returns, exchanges and refunds for all orders on the platform.
This Returns & Refund Policy explains how SwaziSwap ("we", "us", "our") handles product returns, exchanges, and refunds for items purchased through the Platform, whether sold directly by SwaziSwap or by third-party Sellers. By placing an order, you agree to the procedures outlined in this Policy.
Scope
- All orders placed through the Platform
- Both direct sales by SwaziSwap and marketplace orders fulfilled by third-party Sellers
- Refunds processed by SwaziSwap as Merchant of Record
Eligibility for Returns
- Item is defective, damaged, or not as described
- Return request submitted within 7 calendar days of delivery
- Item is unused, in original packaging and resaleable condition (except defective items)
- Perishable items
- Personalised or custom-made items
- Items explicitly marked non-returnable
- Requests submitted after 7 calendar days
Return Process
- Submit a return request through your SwaziSwap account or via customer support
- Provide order details, proof of purchase, and photos if applicable
- SwaziSwap will approve or reject the return within 3 business days
- Once approved, follow the instructions provided for return collection
Return requests must be submitted within 7 calendar days of delivery. Requests submitted after this window will not be accepted.
Refunds
Issued by SwaziSwap
All refunds are processed by SwaziSwap as Merchant of Record
Method
Applied to the original payment method or platform credit, at SwaziSwap's discretion
Amount
Includes the item price and any applicable VAT
Shipping Fees
Non-refundable unless the item was defective or lost in transit
Seller Payout Adjustments
- For marketplace orders, SwaziSwap deducts refunded amounts from the Seller's pending or future payouts.
- The weekly Seller payout schedule remains in effect; refunds may reduce the next scheduled payout.
- Sellers are responsible for item costs in accordance with the Seller Agreement.
Damaged or Lost Items in Transit
- SwaziSwap assumes responsibility for items under our direct logistics control.
- Buyers must report damage or non-receipt within 7 calendar days of delivery confirmation.
- SwaziSwap may arrange a replacement or full refund, depending on the circumstances.
Do not discard damaged packaging or items before contacting us — photos and evidence may be required to process your claim.
Dispute Resolution
- If a dispute arises between a Buyer and a Seller, SwaziSwap will mediate and investigate.
- Final decisions are made by SwaziSwap in accordance with these Terms and Policies.
Contact Information
For returns or refund enquiries, please contact our support team:
SwaziSwap Customer Support
We aim to respond to all enquiries within 48 hours on business days.