Shipping & Return Policy

This Shipping and Return Policy ("Policy") applies to all purchases of products made through the SWAP Platform (“Product”) and should be read together with Terms of Use and Terms of Supply. By placing an order through the SWAP Platform, you acknowledge that you have read and agree to be bound by this Policy.

Delivery Options
1. SWAP offers the following delivery options:
  1. SWAP's fleet delivery (Klang Valley)
    Products delivered within Klang Valley through SWAP's in-house delivery service will be delivered within approximately 2 to 3 working days upon successful payment. Delivery timeframes are estimates only and may vary depending on operational, logistical or other circumstances beyond SWAP's control.
  2. Courier Service Provider (Outside Klang Valley)
    For any delivery outside Klang Valley, SWAP have partnered with the following Courier Service Provider:
    (a) GDEX - covers Peninsular Malaysia, Sabah and Sarawak; or
    (b) MTR - covers Sabah and Sarawak.
Delivery Process
1. Upon successful payment for the Product ordered, SWAP will process your order. Once your order is ready, SWAP's fleet delivery or Courier Service Provider will collect the order and deliver it to the address that you have provided. SWAP's fleet delivery or Courier Service Provider will only make three (3) attempts for delivery to your address.
2. If the delivery remains unsuccessful after three (3) attempts, the Product may be returned to SWAP and SWAP will then contact you to arrange either:
  1. cancellation of the order and a refund; or
  2. re-delivery of the Product, subject to payment of any additional delivery charges.
3. If you have not received the Product within the estimated delivery time, kindly notify SWAP using the contact details provided in Clause 11 below.
4. If SWAP is unable to deliver a Product to the delivery address specified in your order, SWAP will contact you via the details provided in your order for an alternative delivery arrangement, including self-collection or delivery to another address.
Order Processing Time
1. SWAP process website orders on daily basis, except on weekends and public holidays.
Shipping Costs
1. Shipping charges will be displayed during checkout and may vary depending on the Product's weight, dimension and delivery location.
2. You will bear the cost of postage for the delivery of the Product and SWAP may, at its discretion, offer free shipping or other shipping promotions from time to time.
Email Notifications
1. SWAP may send notifications and updates relating to your order, delivery status or collection arrangements using the email address provided by you. The frequency of such notifications will depend on the status of your order.
Change of Delivery Address
1. Once your order has been prepared for delivery, you may no longer change the delivery address. If the order has been handed over to the Courier Service Provider, you may contact them directly to request a change of delivery address, subject to the Courier Service Provider policies.
2. If you have not received a dispatch notification email, please contact SWAP at the contact number set out in Clause 11.
Tracking Order
1. You may track the status of your order through your User Account on the SWAP Platform.
2. Your User Account page may display order details, estimated dispatch and delivery times and delivery tracking information.
Shipping restrictions
1. SWAP currently only ship within Malaysia and do not offer international shipping.
Return Policy
1. You may only request a return and replacement from SWAP, within seven (7) days from the date that you have received your Product, if the Product:
  1. is not the Product you ordered; or
  2. is damaged upon delivery.
2. To request a return and replacement of your Product, you must, within seven (7) days of receiving the Product:
  1. provide delivery reference number, photos of the damaged Product and/or packaging, and a description of the issue. SWAP may require more information of the Product.
  2. provide the invoice issued by SWAP;
  3. provide the Product's IMEI and/or Serial Number. The Serial Number or IMEI (if applicable) may be found on the Product, Product packaging or invoice issued;
  4. contact SWAP by email at lets@swap-asia.com to request a return authorisation.
3. A Product will only be eligible for replacement if all the following conditions are satisfied:
  1. the Product must be returned in its 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 and/or Serial Number of the Product you return to SWAP must be the same as the IMEI and/or Serial Number of the Products sold to you;
  3. the Product has not been misused, modified, tampered with or further damaged after delivery; and
  4. if more than one (1) Product is purchased in a single order, all affected Product shall be returned all together.
4. SWAP will provide the designated return location and return instructions upon approving the return request.
5. Once SWAP receives the Product and verifies that the returned Product qualifies for a replacement under this Policy, 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.
6. If SWAP determines that the returned SWAP Product is not eligible for a replacement and if you request for the SWAP Product to be returned to you, you agree to bear all costs and expenses relating to the return of the SWAP Products and shall have no further claims against SWAP.
Contact Us
1. If you have any questions, please contact us at 03 7940 2888
Amendment
1. SWAP reserves the right, at its sole discretion, to change the terms of this Policy at any time. Any amendment will be effective upon publication on SWAP Platform. Your continued purchase of Products through the SWAP Platform after such publication constitutes your acceptance of the amended Policy.
In this Policy:
1. “Courier Service Provider” means logistics service provider appointed by SWAP which is GDEX and MTR, depending on area of delivery, subject to change from time to time.
2. “IMEI” means the International Mobile Equipment Identity number, being the unique identification number assigned to a mobile device.
3. “Serial Number” means the unique identification number, code or reference assigned by a manufacturer to identify a Product.
4. “SWAP” means SWAP Logistics Distribution Sdn Bhd trading as SWAP;
5. “SWAP Platform” means any website, web application, mobile application, online marketplace, online store or digital platform owned, operated, managed or made available by SWAP, its affiliates or related entities;
6. “User Account” means the unique account established and maintained by you upon successful registration with SWAP, through which you may which access services, make purchases, manage transactions and perform activities offered by SWAP from time to time.
7. “you” means any person who accesses, browses, purchases products through or otherwise interacts with SWAP Platform.