Refund and Returns Policy

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Overview

This Refund Policy sets out the circumstances in which a booking amount is, and is not, refunded. It is to be read together with the Terms & Conditions; in the event of conflict, the Terms & Conditions shall prevail.

How Booking Works

A buyer reserves an item by payment of a booking amount, inspects the item at delivery, and pays the remaining balance where the item conforms to the listing.

Business Hours, for the Purposes of This Policy

Monday to Saturday, 10:00 AM to 6:00 PM, excluding Sundays and public holidays. “Public holidays” means national holidays gazetted by the Government of Pakistan, together with any additionally observed in Punjab, and any day designated by Swapot as non-working.

If the Item Does Not Match the Listing

Photographic evidence must be submitted prior to acceptance; Swapot shall review such evidence within four (4) business hours by reference to the original listing. A “mismatch” means that the item is materially different from the listing — including, without limitation, a different item, an undisclosed functional defect, or structural damage — and shall be treated as a mismatch irrespective of when such difference arose, including where it arose during transport. Minor marks reasonably attributable to normal handling do not, of themselves, constitute a mismatch.

For guidance, examples of minor marks include light surface scuffs, faint scratches, or slight discolouration consistent with normal use and the disclosed condition of the item. Examples of a mismatch include tears, cracks, structural instability, non-functioning mechanisms or components, or damage that materially affects the item’s usability or appearance beyond what is shown in the listing’s photographs and condition report. This list is illustrative and not exhaustive; Swapot’s determination under this Section 4 remains final in each case.

Swapot’s determination on any such matter shall be final. Where a mismatch is confirmed, the booking amount shall be refunded within twenty-four (24) business hours, provided that actual receipt of funds may be subject to the buyer’s own bank’s processing timelines.

If You Decide Not to Proceed, and the Item Is Not at Fault

Where the item conforms to the listing but the buyer elects not to proceed for any reason unrelated to a mismatch — including, without limitation, a change of mind — the booking amount shall not be refunded, in full. This is a firm policy and shall not be applied on a case-by-case basis.

The same treatment shall apply where delivery cannot be completed because the buyer is unavailable or not ready to accept the item at the agreed time; such circumstance constitutes a final outcome and not a first attempt. The order shall be cancelled immediately and the booking amount shall not be refunded. The buyer may thereafter book the item again through the Site, such booking to constitute a wholly new and independent purchase requiring a fresh booking amount in full.

Refused Items

Items refused at delivery are returned to the seller on the same trip; Swapot does not take separate possession of such items.

What Isn’t Covered

This Policy covers mismatches (Section 4) and the change-of-mind scenario (Section 5). It does not cover wear already disclosed at the time of listing.

This Policy operates in addition to, and does not exclude, restrict, or otherwise limit, any right or remedy available to a consumer under the Punjab Consumer Protection Act 2005, the Sale of Goods Act 1930, or any other applicable law of Pakistan. Where any provision of this Policy is inconsistent with a mandatory statutory right, the statutory right shall prevail to the extent of the inconsistency.

Our Liability

Swapot’s liability is limited to the return of the booking amount as described in this Policy. Swapot shall not be liable for indirect or consequential loss, save where caused by its own negligence or as required by applicable law.

Changes to This Policy

Swapot reserves the right to amend this Policy from time to time.

Contact Us

Email: contact@swapot.com. For telephone support, please refer to the customer support number published on our website.