You can return your iPhone for a full refund within 30 days of receiving it. All included accessories and packaging should be returned. You may handle and inspect the device as you would in a store to establish its nature, characteristics and functioning. If the device or its accessories are used beyond what is necessary for this purpose, or if items are missing, you are responsible for any resulting diminished value

To start a return:

• Complete the Returns Form on the Swappie website.
• Follow the shipping instructions, to return your phone.

Swappie will issue your refund within 14 days from the date you notify us of your withdrawal and once you have handed the return to the shipping company. The payment will appear in your account within approximately 5 business days from Swappie’s payment.

To schedule a DHL Express pickup online, follow these steps:

1. Go to DHL Express pickup schedule page (please note that courier booking is possible on computer only).
2. Click ‘No’ when asked if you need a label.
3. Enter the WAYBILL number on your returns shipping label, with no spaces.
4. Enter your phone number.
5. Enter your address and contact details.
6. Choose pickup from ‘Home Address’ when asked ‘Where should the courier pick up the shipment?
7. Enter the following package details: Total Weight – 0.5kg, Dimensions – 35 x 27.5 x 5.
8. Choose a window of time for pickup.

Please keep note of the reference number, time and date of the pickup.

Once Swappie receives and inspects your phone, your refund will be processed within 1-5 business days. Processing times may vary depending on your bank.

At Swappie, we want you to be fully satisfied with your purchase. If you’re not happy with your phone or have simply changed your mind, you can return it within 30 days after delivery.

• Returns are accepted for any reason within the return period.
• All included accessories and packaging should be returned.
• You may handle and inspect the device as you would in a store to establish its nature, characteristics and functioning.
• If the device or its accessories are used beyond what is necessary for this purpose, or if items are missing, you are responsible for any resulting diminished value
• Refunds are processed after inspection, and missing accessories may affect eligibility.
• If the return period has passed, the purchase is considered final, but you’re still covered by Swappie’s warranty for any functionality issues that you may experience.

Considering exchanging your current phone model? You can also sell your phone back to Swappie later—check how much we can offer you here.

We offer a variety of condition categories to accommodate a broad spectrum of stock, which naturally leads to some variation between models. Some phones may exhibit more signs of wear than others, or may have noticeable marks on the frame, body, or screen depending on the phone.

If the appearance of your phone does not meet your expectations, you are covered by our return policy from the date of your purchase.

To start a return:

• Complete the Returns Form on the Swappie website.
• Follow the shipping instructions provided to send your phone back.

Please reach out to Customer Support if you wish to return an accessory.

Unfortunately, Swappie does not offer direct exchanges. For accounting reasons, we cannot adjust the value of your original order. However, you can return your phone for a refund and place a new order for a different device.

To start a return:

• Complete the Returns Form on the Swappie website.
• Follow the shipping instructions provided to return your phone.

Log into MySwappie, then navigate to: My Order > Warranty Status > Request a Warranty Repair

Follow the on-screen instructions to complete your request. Once submitted, you can track the status of your repair directly in MySwappie.

Step-by-step guide:

1. Disable Find My iPhone: This feature must be turned off before sending the device. If this is not disabled within one month of sending the device to us, the phone may be returned unserviced.
2. Complete the Warranty Form: Fill out the warranty form here.
3. Back Up Your Data: Make sure to back up all your data before sending the phone.
4. Pack Your Phone Carefully:
   • Ensure your phone is turned off and properly cushioned inside a sturdy box.
   • Remove old labels from reused boxes. Avoid unnecessary markings or barcodes.
   • Do not send the phone if you suspect battery defects due to shipping restrictions.
5. Shipping Instructions: Use the label you get from us to ship the device (the courier may vary depending on your country). You are responsible for the phone’s safe shipping until it reaches Swappie. 
   • Important: do not use any other shipping method/label/local post to ship us the phone. Swappie can’t guarantee the safe delivery of your parcel if shipped with another courier.
6. Leave Out Accessories: Do not send any accessories, as Swappie cannot guarantee their return.
7. International Shipments: If shipping from outside the EU, you must cover all costs, including any custom charges.

The Swappie Warranty starts from the purchase date and covers technical and mechanical faults.

What’s Included?

• Battery performance faults, such as charging.
• Repairs for issues such as faulty cameras, microphones, or speakers.
• Possible replacement devices, if repairs are not feasible.

• User-inflicted damage or improper use.
• Wear and tear, including battery degradation.
• Screen or glass physical breakage.
• Software issues like iCloud errors or viruses.
• Water damage, altered serial numbers, or unauthorized repairs.

Important: any issues mentioned above void the technical warranty provided by Swappie.

Legal Guarantee

All devices you purchase from Swappie come with a legal guarantee. This means that if your device has a defect that was present at the time of delivery, you have the right to have it repaired, replaced, or refunded, depending on the circumstances.

Swappie Warranty™

In addition to the legal guarantee, Swappie provides a 12-month Swappie Warranty™, a voluntary extra benefit that covers faults according to the terms we set. This warranty starts from the date of your purchase. It covers any detected faults, and we will take care of the repairs.

The Swappie Warranty covers your device for 12 from the date of purchase.

Swappie aims to complete warranty repairs within 10 business days from the day we receive your device. However, this timeframe may be longer due to public holidays, spare parts availability, fault complexity, or other unforeseen factors.

What happens during the repair process?

• If we identify a fault, our repair service will fix the issue.
• If spare parts are unavailable, too costly, or the phone is beyond repair, we will replace it with a matching model in the same condition and storage capacity as your original device.

You can track the status of your repair in MySwappie at any time.

Track Progress in MySwappie: After submitting your request, monitor your return or repair status directly in MySwappie. You’ll find updates, from receipt confirmation to completion, under your order details.

Repair Timeline: Repairs typically take 10 business days but may vary based on fault complexity and spare part availability.

Updates and Notifications: Another email will be sent with a tracking link once repairs are complete and the phone is shipped back.

You will receive a confirmation email upon phone receipt.

Consider Local Repairs: For expired or voided warranties, Swappie recommends using local authorized repair shops for cost-effective and faster repairs.

No Change to Warranty Status: Repairs by Swappie will not restore or extend the expired warranty.

If you’re subscribed to Swappie Care, your device is still eligible for a replacement—even if the warranty has been voided.

Unfortunately, we don’t offer temporary replacement devices while your phone is being serviced.

Yes, you can send your phone for warranty service from outside the EU. However, please note that if you are sending the phone from a country outside of the European Union, you must cover the full shipping costs yourself, including any potential customs charges. Please be informed that there are some limitations. If you wish to send your phone from outside the EU, please contact our Customer Support team.