Refund Policy

Sway aims to resolve refund requests fairly for buyers and vendors. Approved refunds are typically credited to your Sway wallet unless otherwise required by law or agreed with support. Wallet balance can be used for future purchases on the platform.

You may cancel an order from your order page while it has not yet shipped (status pending or paid). If payment was already collected, the amount is refunded to your Sway wallet automatically.

Once an order has been fulfilled or dispatched, cancellation through self-service is no longer available. Contact support or open a dispute if there is a problem.

Wallet refunds are applied to the account that placed the order. Refunded funds appear in your wallet balance and can be used at checkout or withdrawn according to current wallet and payout rules.

Original payment method refunds (e.g. back to card or mobile money) may be arranged in exceptional cases at Sway's discretion or where required by payment partners.

If you receive the wrong item, a damaged product, or no delivery, you may open a dispute from your order page within 14 days of delivery or confirmed pickup, as shown on the order.

Describe the issue clearly when submitting a dispute. Our team reviews disputes and may approve a full or partial refund, reject the claim, or request more information. Seller earnings are adjusted proportionally when refunds are approved.

In some cases only part of an order is refunded — for example, when one item in a multi-item order is affected or when a negotiated partial resolution is reached. The refunded amount will not exceed what you paid for the affected items, minus any prior refunds on that order.

Pre-order deposits reserve products that are not yet in stock. If a vendor cannot fulfil a pre-order, you may be entitled to a refund of amounts paid. Cancellation terms for pre-orders follow the same general rules as standard orders unless the product listing states otherwise before purchase.

Refunds may be denied when:

• The dispute window has expired
• There is no evidence of a defect, non-delivery, or material misrepresentation
• The product was used, altered, or damaged after delivery through no fault of the vendor
• The request appears fraudulent or abusive

Vendors are responsible for accurate listings and fulfilment. When a refund is approved, related seller earnings may be reversed. Repeated disputes or policy violations may result in account restrictions.

Cancel early: use the cancel button on your order page while eligible.

After delivery: open a dispute from the order page within the dispute window.

Payment issues: if you were charged but no order was created, contact support with your Paystack reference.

We may update this Refund Policy from time to time. The latest version will always be available on this page with the updated date shown above.