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Returns & Refunds

Last updated June 2026

Swaption is a peer-to-peer marketplace between private individuals. There's no automatic return policy — but our SwapLock protects buyers and sellers until both confirm the swap, and we offer a structured dispute process if something goes wrong.

How SwapLock works

When you buy or swap, payment is held by Swaption. The seller ships or meets up; the buyer confirms receipt; only then is the SwapLock released and the seller paid out. Buyers have 48 hours after confirmed delivery to inspect the item before the SwapLock auto-releases.

When a refund is given

  • Item not received within the agreed shipping window with no tracking activity.
  • Item significantly not as described (wrong size, wrong model, undisclosed damage, counterfeit).
  • Order cancelled by either party before shipping.
  • Seller no-show at a confirmed meet-up.

When a refund is not given

  • Buyer's remorse alone (you changed your mind, you found it cheaper elsewhere).
  • Damage that occurred after the SwapLock was released.
  • Items disclosed honestly in the listing (e.g. "as is", "for parts").

How to open a dispute

From your account open My purchases, find the order, and tap Dispute. Provide a reason, a short description, and any photos or screenshots that show the problem. Our trust & safety team reviews within 72 hours, may ask both sides for more info, and then refunds the buyer, releases to the seller, or cancels the dispute.

EU and UK consumers

When the seller acts as a business under EU/UK consumer law, statutory rights (including the 14-day right of withdrawal) apply on top of this policy. Most listings on Swaption are sold by private individuals; consumer law does not normally apply to those transactions.

Questions

Email support@swaption.app or open a ticket from support.