Refunds & Cancellation

This Refund and Cancellation Policy explains when and how buyers and sellers can cancel orders and obtain refunds on SwapZen. It is published by SwapZen Retail Pvt Ltd in compliance with the Consumer Protection (E-Commerce) Rules, 2020. SwapZen is a marketplace for pre-owned goods; this policy should be read together with our Terms & Conditions.

1. How payment protection works

When you buy on SwapZen, your payment is held securely and is released to the seller only after the item is delivered and the protection window has passed. This is how we protect buyers on pre-owned purchases — if something goes wrong before or at delivery, your money has not yet left our protection.

Payments are collected and settled through payment aggregators licensed by the Reserve Bank of India (RBI). Buyer funds are held in a designated escrow / nodal arrangement operated by our payment partner and released to the seller only on successful delivery — SwapZen does not hold your money as a principal.

2. Buyer cancellation

Buyers may cancel an order before the item has been dispatched for delivery. Cancellation charges, if any, will not exceed the charges borne by SwapZen for the same order.

3. When you are eligible for a full refund

A buyer is eligible for a full refund if the item is not delivered, or if the item received is materially different from the listing — for example, the wrong item, undisclosed damage or defects, or a significant misrepresentation of its condition.

Because SwapZen is a marketplace for pre-owned goods, minor signs of use — light scratches, minor cosmetic wear, or age-appropriate marks that are consistent with a used item and its stated condition — are expected and do not by themselves qualify for a refund. Refund decisions are assessed against the listing details, photographs, stated condition, and delivery records.

4. Raising an issue — the 24-hour window

Buyers must raise any issue with a delivered item — non-delivery, damage in transit, or a material mismatch with the listing — within twenty-four (24) hours of delivery, through the app or by contacting our Grievance Officer. If no issue is raised within this window, the delivery is treated as successfully completed and payment is released to the seller.

5. How refunds are processed

Where a refund is approved (due to delivery failure, item mismatch, or eligible cancellation), SwapZen will process the refund to your original payment method within the timeframe prescribed by the Reserve Bank of India (RBI) guidelines for the applicable payment method. SwapZen does not charge restocking fees to buyers for returns or refunds triggered by delivery failure or item mismatch.

6. Seller cancellation

Sellers may withdraw a listing before a buyer has initiated payment. Once payment is held, the seller is expected to complete the transaction in good faith. Repeated cancellations after payment is held may result in account action.

7. Delivery and delivery fees

Delivery is arranged through third-party logistics partners; any applicable delivery fee is shown before you pay. If the item is not delivered, you receive a full refund including any delivery fee paid. Delivery fees are otherwise non-refundable once an item has been dispatched for delivery.

8. How to request a refund or raise a dispute

Open the SwapZen app, go to your order, and select Report an issue within 24 hours of delivery — or write to us at support@swapzen.in. We will assess your request against the listing and delivery records and respond in line with the timelines below.

9. Grievance redressal

In compliance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, all grievances can be directed to our Grievance Officer:

Grievance Officer, SwapZen Retail Pvt Ltd
Email: support@swapzen.in
Address: WeWork Rajapushpa Summit, Financial District, Hyderabad, Telangana, India

The Grievance Officer will acknowledge receipt within 48 hours and resolve the complaint within one month from the date of receipt. If you are not satisfied with the resolution, you may approach the National Consumer Helpline (NCH) at 1800-11-4000 or consumerhelpline.gov.in, or file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.