Buyer Protection
Every order paid through SportsSwap checkout is protected. The seller isn't paid until your order has been delivered and 72 hours have passed, so if something goes wrong, we can put it right.
1. The 72-hour window
The window starts when tracking shows your order as delivered. If tracking doesn't update, it starts when we confirm delivery with you or the seller. Use this time to check your gear. If everything is fine, you don't need to do anything. If there's a problem, report it within 72 hours. Once the window closes with no report, the order is complete and the seller is paid.
2. What's covered
| Problem | What happens |
|---|---|
| The seller doesn't ship | Sellers must ship within the time shown on the listing (3 business days at most). If the order hasn't shipped within 5 business days, we cancel it and refund you in full, automatically. |
| It never arrives | If tracking hasn't moved for 10 business days, or the carrier confirms it's lost, you get a full refund. |
| Tracking says delivered, but you don't have it | Report it within 72 hours. We check with the carrier and the seller, and we may ask you to check with neighbours or your building. We decide each case on the evidence. |
| It arrives damaged | You choose: a full refund after you return the item, or a partial refund to keep it. |
| It isn't as described | This covers the wrong item; the wrong size or model; damage or defects not shown or mentioned; condition clearly worse than the grade; or listed parts that are missing. You choose: a full refund after you return the item, or a partial refund to keep it. |
| It's counterfeit | Full refund. We may ask you to return it, and we remove the listing. |
3. What isn't covered
- Fit, sizing or style preference, when the item matches the listing. Check the measurements before you buy.
- Change of mind.
- Normal wear that matches the condition grade and photos.
- Problems reported more than 72 hours after delivery.
- Items that were used, altered or damaged after delivery. Trying something on is fine.
- Anything arranged or paid for outside SportsSwap.
4. How to report a problem
Within 72 hours of delivery, email sportsswap@outlook.com, or send a message through the Contact page. Include:
- your order number;
- what's wrong; and
- clear photos of the item, and of the box and labels if it arrived damaged.
Keep the item and all its packaging until the report is resolved. We reply within one business day and hold the seller's payout while we look into it.
5. What happens next
We share your report with the seller, who has 2 business days to respond. We aim to make a decision within 5 business days of your report, and usually sooner. The outcome is one of these:
- Keep it with a partial refund. You keep the item and we refund part of the price.
- Return it for a full refund. We send you return instructions. Ship the item back within 5 business days with tracking. We refund you once tracking shows it has been delivered back.
- Full refund, no return needed. Sometimes, for example with a counterfeit or unsafe item, we refund you without asking for the item back.
If the problem is covered, you don't pay for return shipping. We send you a prepaid label or pay you back for tracked shipping.
6. Refunds
Refunds go back to your original payment method. Shipping is included in the item price, so a full refund returns everything you paid. Banks usually take 5 to 10 business days to show the refund.
7. Cancelling an order
If you change your mind before the item ships, email us right away. If it hasn't shipped, we cancel the order and refund you in full. Once an item has shipped, it can't be cancelled.
8. Chargebacks and fair use
Please contact us before disputing a charge with your bank; it's usually faster. If you are refunded twice for the same order, we will recover the extra amount. We may limit Buyer Protection or close accounts where claims are false or abusive. This policy doesn't limit any rights you have under consumer protection law.