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Returns and Refunds

Most Swappa sales are a success for buyer and seller, but sometimes a return and/or refund is necessary.

If you did not receive what was advertised, you are entitled to a refund.

What are Swappa's return policies and procedures?

If you did not receive what was advertised, you are entitled to a refund.

Swappa Sellers are allowed to define their own return policies for voluntary returns (where the item was received as described). If a seller defines their own return policies, those policies will be outlined in the “Returns & Refunds” section on each of the sellers listings.

All seller defined return policies are based on the assumption that the product meets Swappa’s device criteria requirements and is in accordance with Swappa policies that include but are not limited to:

  • Sellers are required to accept a return for items that do not meet our listing criteria.
  • Sellers are required to accept a return for items received not as advertised.
  • Sellers are not required to accept a return in buyer's remorse situations.

How to start a return for a refund?

The first step to getting a refund is to notify the seller (and Swappa staff) of the issue by commenting on the private sale page. Read More

Who pays return shipping costs?

Return shipping costs are straightforward: sellers pay if the device is not as advertised, and buyers pay if they change their minds. Read More

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What if I receive an item that's not as described?

Buyers are protected on Swappa. First, let the seller know by leaving a comment on your private sale page.

  • Communicate clearly with the seller to describe the problem
  • Include a proposed resolution (such as a partial refund or full refund)
  • Provide photos of any damage or condition issues on the sale page
  • Provide requested documentation of problems (if requested by the seller or staff)

Please allow up to 24 hours for standard sellers to reply. Business sellers should be allowed a full business day to reply.

Contact our support team if you don't hear back from a seller after one business day. Leave a comment on the sale page or check the “I need help (alerts Swappa Staff)” option, or by using our help desk.

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What happens if I don’t receive my shipment?

Shipping issues are rare on Swappa thanks to our detailed shipping policies. However, if something does go wrong, inform the seller by leaving a comment on your private sale page.

Swappa’s general stance on delivery issues is as follows:

  • If the shipping service doesn’t deliver the item to the proper location, or if the seller ships to the wrong address, the seller should escalate this with the shipping service via an insurance claim and eventually issue a refund if the shipment is deemed lost.
  • If the shipping service confirms the shipment is delivered to the proper location, the buyer should escalate this with local law enforcement. For shipments that appear to be delivered in a residential or close business setting, please first check with your neighbors before opening a police report.
  • For shipments that appear to be delivered to a freight forwarding/reshipper service, please reach out to that service and work with them.

Read more

How do I return for a refund?

Items are to be returned to the Seller (not Swappa) for a refund.

If the item you received is not as described in the listing, you are entitled to a refund following Swappa's return policies.

The first step to getting a refund is to notify the seller (and Swappa staff) of the issue by commenting on the private sale page.

If communication between buyer and seller is not able to resolve the issue with the item/sale, then a return and refund may be necessary.

Swappa’s return procedures are as follows:

  • The seller provides a return address to the buyer.
  • The buyer ships the device back with tracking and proper insurance.
  • Who pays return shipping costs?
  • The buyer should provide the return tracking number in the “Shipping” section of the private sale page using the "Add Shipment" link once the device has been shipped.
  • The seller should issue a prompt refund when the item is received.
  • Swappa's sale fee is also refunded when the seller issues a proper refund through PayPal.*
  • The buyer and seller should notify Swappa staff once the device has been returned and the refund has been processed so the sale can be marked as canceled.

Mobile Device Returns:

Read more

Who pays return shipping costs?

Return shipping costs are straightforward: sellers pay if the item is not as advertised, and buyers pay if they change their minds.

Swappa’s policies on the cost of return shipping are as follows:

  • When an item is to be returned either the buyer or seller will pay return shipping costs.
  • If an item is received in an unusable state and must be returned, the seller is responsible for reimbursing return shipping costs to the buyer to remain in good standing. For example, the device is blocked and/or cannot be activated.
  • If an item was listed against Swappa’s device criteria requirements or against Swappa’s policies, the seller is responsible for reimbursing return shipping costs to the buyer to remain in good standing.
  • If an item is returned due to a disagreement in the condition of a device, the buyer is typically responsible for covering return shipping costs. For example, Good vs. Fair condition.
  • If an item is returned due to buyer’s remorse, the buyer is responsible to cover the cost of return shipping. Note: A buyer’s remorse return is not guaranteed and requires the seller’s approval.

Read more

How can I issue a refund via PayPal?

PayPal's support page details the steps required to issue a full or partial refund.

Please keep the following points in mind when issuing a refund:

  • PayPal may require sellers to cover the PayPal seller fee when issuing a refund, as per their policies. As a result, sellers may have to add funds to their PayPal account prior to issuing a refund.
  • Always reach out to PayPal support for assistance if you experience any problems when issuing a refund.
  • Always inform the Swappa support team on your private sale page or by using our help desk whenever a refund is issued.

Read more

How do returns work with Buy Now, Pay Later?

Swappa verifies listings before they go live, so returns are extremely rare. However, items are occasionally damaged in shipping and a return has to be made.

Contact Swappa Support and open a support ticket to initiate a return. After a return is approved, Swappa will notify Zip. Once Zip is notified, all future payments will be canceled, and you will get a full refund for what you’ve paid so far. In the event of a partial refund, future installments are reduced or canceled first, and paid installments are refunded after.

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