Refund policy
Refund and Returns Policy
Last updated: 9 September 2026
We want you to be happy with your order from Swapto. If there is a problem, please contact us and we will do our best to put it right.
Returns
You can return an item within 14 days of receiving your order.
To be eligible for a return, the item should be returned in substantially the same condition as it was received.
As we sell pre-owned products, minor signs of previous use may be present and are not considered faults unless they were not reasonably described when you placed your order.
To start a return, contact us at:
Please include your order number and the reason for the return.
Return postage
If you are returning an item because you changed your mind, return postage will be your responsibility unless we agree otherwise.
If the item is faulty, damaged, incorrect or materially different from its description, we will cover reasonable return postage costs.
Please contact us before sending an item back so we can provide the correct return instructions.
Faulty or incorrect items
If your order arrives damaged, faulty, incorrect or materially different from the product description, please contact us as soon as possible at hello@swapto.co.uk.
We may ask for photographs or other information so we can understand the issue.
Where appropriate, we will offer a replacement, refund or another suitable solution.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Your bank or card provider may take additional time to process the refund after we issue it.
Delivery charges
Where you cancel or return an entire order in accordance with your legal rights, any refund of the original delivery charge will be handled in accordance with applicable UK consumer law.
Additional delivery services or upgraded shipping options may not always be refundable.
Exchanges
If you would like a different item, the simplest option is usually to return the original item and place a new order.
If you need help, contact us at hello@swapto.co.uk.
Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will try to stop the order before dispatch, but this may not always be possible.
If the order has already been dispatched, you can return it in line with this policy.
Your legal rights
Nothing in this policy affects your statutory rights under UK consumer law.
Contact
If you have any questions about a return or refund, contact us at:
Swapto
Email: hello@swapto.co.uk
Address: 54 Lower Chapel Lane, Frampton Cotterell, BS36 2RH, United Kingdom