Return & Refund Policy
Last updated: August 21, 2026
At Sway Pakistan, we are committed to providing customers with authentic products and a reliable shopping experience. Because the nature of certain products we sell requires specific handling and hygiene considerations, returns and refunds are subject to the conditions outlined in this Policy.
This Return & Refund Policy applies to purchases made through sway.pk and should be read together with our Terms of Service and other applicable policies.
By placing an order with Sway, you acknowledge and agree to the return and refund conditions described below.
1. Eligibility for Returns
Sway accepts returns or provides appropriate remedies only where a product qualifies under the conditions set out in this Policy. A product may be eligible for a replacement or refund, depending on the circumstances, where: • The item delivered is damaged or defective; • The item received is materially different from the item ordered; • The wrong product was delivered; or • Another issue is determined by Sway to qualify for a return or refund. All return requests are subject to review and verification by Sway.
2. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, you must notify Sway within 24 hours of delivery. To help us assess the issue, you may be required to provide: • Your order number; • A description of the issue; • Clear photographs of the product and packaging; • Additional information or evidence reasonably requested by our support team. We may review the submitted information and, where appropriate, request additional photographs or other evidence before approving a return, replacement, or refund. Failure to report an eligible issue within the specified 24-hour period may result in the request being declined.
3. Opened or Used Products
Due to the nature of certain products, particularly vaping and related products, Sway does not accept returns of products that have been opened or used, except where required by applicable law or where Sway determines that the product was defective or incorrectly supplied. Customers are therefore encouraged to inspect their order promptly after delivery and contact us immediately if there is an issue. Opening, activating, using, modifying, or otherwise altering a product may make it ineligible for return.
4. Products That Are Not Eligible for Return
Unless otherwise required by applicable law, returns may not be accepted for: • Opened or used vaping products; • Products that have been altered, modified, damaged, or mishandled after delivery; • Products reported after the applicable 24-hour reporting period; • Products where the customer has changed their mind after receiving the order; • Products that cannot be verified as having been purchased from Sway; or • Products that do not meet the conditions of this Return & Refund Policy. Sway reserves the right to determine whether a returned product meets the applicable eligibility requirements.
5. Refund or Replacement
Once a return request has been reviewed and approved, Sway may provide an appropriate remedy based on the circumstances. This may include: Replacement Where appropriate and subject to product availability, Sway may replace the damaged, defective, or incorrectly supplied item with the correct or equivalent product. Refund Where a replacement is not appropriate or available, Sway may issue a refund for the eligible product or order, depending on the circumstances. The final resolution will be determined by Sway after reviewing the nature of the issue, available evidence, product condition, and applicable circumstances.
6. Refund Processing
Once a refund has been approved, it will generally be processed within 5–7 business days. The time required for the refund to appear in the customer's account may vary depending on the payment method, financial institution, or payment service provider involved. Where an order was paid through Cash on Delivery (COD), Sway may contact the customer to confirm the appropriate refund method and required details. Customers should provide accurate payment or refund information when requested. Sway is not responsible for delays resulting from incorrect or incomplete information supplied by the customer.
7. Delivery of Replacement Products
If Sway approves a replacement, we will arrange delivery of the replacement product subject to availability and applicable delivery conditions. Where the issue resulted from an error attributable to Sway, we will make reasonable efforts to arrange the replacement without imposing an additional product charge. Delivery timing may vary depending on product availability, location, operational conditions, and other circumstances affecting delivery.
8. Return Process
To request a return, replacement, or refund, customers should contact Sway as soon as possible and within 24 hours of delivery where the request relates to a damaged, defective, or incorrect item. Please provide: • Order Number: Your Sway order number. • Issue Description: A clear explanation of what went wrong. • Photographic Evidence: Clear photographs showing the product, packaging, and relevant damage or discrepancy. Our team will review the request and advise you of the next steps. Do not send a product back to Sway unless our team has instructed you to do so.
9. Product Inspection
Sway reserves the right to inspect or request evidence regarding a product before approving a return, replacement, or refund. Where a returned product is requested, it may be inspected to determine whether: • The reported issue is genuine; • The product corresponds to the relevant order; • The product was damaged before or after delivery; • The product has been opened or used; or • The request otherwise satisfies this Policy. A refund or replacement may be declined where the product does not meet the applicable eligibility requirements.
10. Order Cancellation
Customers should contact Sway as soon as possible if they wish to cancel an order. Because Sway operates a fast delivery model, orders may be processed, prepared, and dispatched shortly after being placed. Once an order has been processed or dispatched, cancellation may no longer be possible. An order that has already been delivered is subject to this Return & Refund Policy rather than being treated as a cancellation.
11. Refunds for Unavailable Products
If Sway is unable to fulfil an accepted order because a product becomes unavailable or cannot be supplied, we may cancel the affected item or order and provide an appropriate refund where payment has already been made. For Cash on Delivery orders, no refund will generally be required where payment has not yet been collected.
12. Fraudulent or Abusive Claims
Sway reserves the right to investigate return and refund requests and may decline claims that appear fraudulent, abusive, misleading, or inconsistent with the customer's order history or the condition of the product. Repeated misuse of the return or refund process may result in restrictions on future orders or account access. Nothing in this section limits any rights available to customers under applicable law.
13. Exceptions and Applicable Law
This Policy is intended to establish Sway's standard return and refund procedures. Nothing in this Policy is intended to exclude or limit any consumer rights or legal remedies that cannot lawfully be excluded or limited under applicable law. Where applicable law provides a mandatory right or remedy that differs from this Policy, the applicable legal requirement will prevail.
14. Changes to This Policy
Sway may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements. Any updated version will be published on this page with a revised Last Updated date. Customers are encouraged to review this Policy periodically.
15. Contact Us
If you have a question about a return, replacement, or refund, please contact Sway as soon as possible. Sway Mah (SMC Private) Limited Trading as Sway Pakistan Registered Office: 2B, Sector B, Phase 5, DHA Lahore, 54810, Pakistan Email: purchasing@sway.pk Website: https://sway.pk Operating Hours: Open 24 hours a day, 365 days a year Corporate Hours: 11:00 AM – 5:00 PM