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Refund Policy

This refund policy is an excerpt of our main Terms of Service


8. Returns

  1. You have 7 days from the date you receive your SWAP Mobile Device to request a return and a replacement SWAP Mobile Device or refund of the purchase price from SWAP if the SWAP Mobile Device:
    1. is not the item you ordered;
    2. is damaged; or
    3. is defective or not functioning in accordance with the original equipment manufacturer’s specifications,

(subject to the conditions in this clause8) (the “SWAP 7-Day Return Policy”).

  1. To return your SWAP Mobile Device under the SWAP 7-Day Return Policy, you must, within 7 days of your receipt of the mobile device:
    1. go to the SWAP Website and print or screen capture the result as proof of purchase of your SWAP Mobile Device;
    2. contact SWAP by e-mail at[[email protected]]to request a Return Authorisation (RA);
    3. supply SWAP with the IMEI of your SWAP Mobile Device or the order number or invoice number from when you purchased the SWAP Mobile Device. The IMEI will be on the exterior of the clear plastic box in which your SWAP Mobile Device was delivered. You can also retrieve the IMEI of your SWAP Mobile Device by dialling *#06# on your SWAP Mobile Device.
  2. To qualify for a replacement or refund under the SWAP 7-Day Return Policy, all the following conditions must be met:
    1. the SWAP Mobile Device must be unopened, and in the original packaging provided by SWAP along with all accessories (including manuals, warranty cards, certificate of authenticity) and bundled free gifts received along. All packaging must be unused, unmarked and not defaced in any manner;
    2. the IMEI of the mobile device you return to SWAP must be the same as the IMEI of the SWAP Mobile Device sold to you – that is, it must be the same mobile device SWAP or its authorised partner supplied to you;
    3. the returned SWAP Mobile Device must be returned in good physical condition (not physically broken or damaged); and
    4. if more than one (1) item is purchased in a single order, all items of the order must be returned together.
  3. Once SWAP receives and verifies that the returned SWAP Mobile Device qualifies for a refund, SWAP may, at its discretion, choose one of the following options:
    1. a replacement product; or
    2. a refund for the original purchase price plus applicable taxes.
  4. If SWAP chooses to provide you with a replacement product, SWAP will arrange with you on the delivery of the replacement product. All costs and expenses for delivery of the replacement product will be borne by SWAP.
  5. If SWAP chooses to provide you with a refund, please note that SWAP can only refund the original purchase price of the SWAP Mobile Device to the payment method used by you to purchase the SWAP Mobile Device.
  6. SWAPRefunds will be processed and paid within fifteen (15) working days after SWAP receives and verifies the eligibility of the returned SWAP Mobile Device.
  7. If SWAP determines that the returned SWAP Mobile Device is not eligible for a replacement or a refund and if you request for the SWAP Mobile Device to be returned to you, you agree to bear all cost and expenses relating to the return of the SWAP Mobile Device.
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