Disputes & Refunds

Last updated: 17 September 2026

1. Private swaps

For a swap between private users, the users are responsible for agreeing the item, condition, timing, delivery or collection arrangements and any cash difference. SWAPUK is not automatically a party to that agreement.

2. Private sales

A private seller must describe an item honestly and must have the right to sell it. A buyer should check the listing, ask questions and inspect the item where reasonably possible before completing a transaction.

3. Trader sales

Where a seller is acting as a trader, consumer protection law may give the buyer additional rights. A seller must not mislead customers and must comply with applicable requirements concerning descriptions, quality, cancellation, refunds and other statutory rights. Platform terms cannot remove rights that the law does not allow a business to exclude.

4. Buyer protection for online sales

For eligible online purchases, SWAPUK may keep the seller's marketplace proceeds pending after the buyer pays. The seller can provide tracking information, and after delivery the buyer can confirm that everything is OK or report a problem. If the buyer confirms receipt and there is no open problem, SWAPUK can instruct its payment provider to release the seller's proceeds. If the buyer reports a problem, the seller payout remains blocked while the case is reviewed.

If the buyer does not respond, an automatic release window may apply after the shipment/tracking stage. The exact timing shown on the order is the controlling timing for that transaction.

5. How to report a dispute

For an active item-for-item swap, either participant can use Problem in the swap controls. The swap is paused while the case is reviewed. You may attach up to five JPG, PNG or WebP evidence photos. Evidence is stored privately and may be reviewed by SWAPUK administrators and the participants involved in that swap.

Use the Report a problem button in My orders, or SWAPUK Support/Feedback. Provide the listing, transaction details, dates and a clear description of the problem. We may ask for screenshots, photographs, tracking information or other evidence.

6. What SWAPUK may do

• Ask both users for information.
• Remove or restrict a listing that appears misleading, fraudulent, illegal or unsafe.
• Restrict accounts or messaging where necessary to protect users or the platform.
• Keep the seller payout pending while an eligible buyer-protection case is reviewed.
• Release the seller payout when the protection conditions are met.
• Assist with payment-provider processes where the transaction used an integrated payment service.
• Cooperate with law enforcement, regulators or payment providers where legally required or reasonably necessary.

SWAPUK does not guarantee that every dispute can be resolved or that one user will receive compensation from another.

7. Refunds

Where an eligible case is resolved in favour of the buyer before seller payout, SWAPUK may use the integrated payment provider's refund process. If seller funds have already been released, additional recovery steps may be required and the outcome can depend on the payment provider, transaction circumstances and applicable law. Refunds are not guaranteed solely because a buyer reports a problem.

8. Fraud and chargebacks

Suspected fraudulent transactions may be suspended or investigated. Users must not make false claims, abuse chargebacks or attempt to obtain goods or money through deception.

9. Safety

For local collection or swaps, users should choose safe public locations where appropriate and should not share unnecessary personal information. SWAPUK cannot guarantee the behaviour or identity of another user.

10. Legal rights

Nothing in this policy is intended to exclude or limit statutory rights that cannot lawfully be excluded or limited.