Returns & Refunds Policy
Last updated: April 2026
At Swapix, we want you to be completely happy with your purchase or service. This policy sets out your rights when returning products or seeking a refund, in line with the UK Consumer Rights Act 2015 and our own commitment to fair dealing.
1. Our Returns Promise
We offer a 30-day return window on all device purchases. If you are not fully satisfied for any reason, you can return the item in its original condition for a full refund, replacement, or exchange — whichever you prefer. After 30 days, warranty and repair rights still apply (see Section 4).
2. Your Statutory Rights (UK Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality — free from defects in materials, workmanship and finish.
- Fit for purpose — suitable for the purpose you made known to us.
- As described — matching the description, grade, and specification shown at point of sale.
Within 30 days: You have the right to a full refund if goods do not conform.
Within 6 months: You are entitled to one free repair or replacement. If this fails, you may claim a full or partial refund.
6–24 months: You may request a repair or replacement; if this is unsuccessful we will offer a partial refund.
3. How to Start a Return
You can return a product via any of the following methods:
In Store
Bring the item and your proof of purchase to any Swapix store in Leicester or Birmingham. Our staff will inspect the device and process your return on the spot.
Online / By Post
Email us at hello@swapix.co.uk or call +44 7770 099349 to request a prepaid returns label. Please pack the item securely and include a note with your order number.
Please note: Items must be returned with all original accessories, packaging, and proof of purchase where possible. We reserve the right to refuse a return if these conditions are not met.
4. Product Warranty
All devices sold by Swapix come with a warranty covering manufacturing defects. Coverage varies by product grade:
| Product Grade | Condition | Warranty |
|---|---|---|
| Grade A | Excellent — minimal or no visible wear | 12 months |
| Grade B | Good — light scratches or minor signs of use | 6 months |
| Grade C | Fair — noticeable scratches or wear | 3 months |
| Grade D | Poor — heavy wear, sold as-is for parts/repair | 30 days (functionality only) |
| New | Brand new, sealed | Manufacturer warranty |
Warranty covers hardware faults, software failures, and battery issues (where battery health is below 70%). Warranty is void if the device has been tampered with, repaired by a non-authorised technician, or physically damaged after purchase.
5. Repair Services
All repairs carried out by Swapix technicians are covered by a 90-day warranty on parts and labour, unless otherwise stated at the time of booking. This warranty covers:
- The specific repair performed (e.g. screen replacement, battery swap)
- Any defects in the replacement parts supplied by Swapix
The repair warranty does not cover accidental damage, liquid damage, or pre-existing faults unrelated to the repair carried out. If you experience a problem with a completed repair, please contact us within the 90-day window and we will inspect and re-repair at no charge.
6. Selling & Trade-In
When you sell or trade in a device to Swapix:
- A quote is provided at the time of submission. This quote is valid for 7 days.
- The final offer may be revised after physical inspection if the condition differs from the description provided.
- Once a device is accepted and payment issued, the transaction is final. We are unable to return a traded-in device after payment has been made.
- You confirm that you are the rightful owner of the device and it is not subject to any finance agreement or reported as lost/stolen.
- Swapix uses the IMEI check database. Devices flagged as lost or stolen will be reported to the relevant authorities.
7. Exclusions & Non-Returnable Items
The following are excluded from our returns policy:
- Devices with accidental damage (cracked screens, bent frames, etc.) caused after purchase
- Devices with liquid/water damage incurred after purchase
- Items returned without proof of purchase
- Software or data issues (e.g. forgotten passcodes, iCloud/Google lock) not caused by Swapix
- Accessories (cases, cables, earphones) that have been used and are in an unsaleable condition
- Digital gift cards or vouchers once issued
8. Refund Processing
Once your return is approved:
- In-store returns: Cash or card refund processed immediately, or same-day exchange.
- Online / postal returns: Refund issued within 5 working days of receiving the returned item, to the original payment method.
- Trade-in adjustments: If a revised offer is accepted, payment is made on the same day via bank transfer or cash.
9. Contact Us
If you have any questions about this policy or wish to initiate a return, please get in touch: