Warranty & Defective Product Policy
Last updated: August 21, 2026
At Sway Pakistan, we aim to provide customers with authentic and quality products sourced through legitimate supply channels. We understand that, despite appropriate quality checks, a product may occasionally arrive defective or develop a fault.
This Warranty / Defective Product Policy explains how Sway handles defective, faulty, or damaged products purchased through sway.pk.
Because different products have different characteristics, warranties and defect-related remedies may vary depending on the product, manufacturer, condition, and nature of the issue.
This Policy should be read together with Sway's Return & Refund Policy and other applicable policies.
1. What Is a Defective Product?
A product may be considered defective where it has a manufacturing or functional fault that prevents it from reasonably performing its intended purpose under normal and appropriate use. Examples may include: • A device that does not function as intended when first used; • A product that fails due to an apparent manufacturing defect; • A product that arrives physically damaged; • A product with a material defect that was present when delivered; or • An incorrect product supplied by Sway. A product is not necessarily considered defective simply because the customer does not like its taste, appearance, performance preference, or other subjective characteristics.
2. Reporting a Defective Product
Customers should inspect their order as soon as reasonably possible after delivery. If you believe that a product is defective, damaged, faulty, or incorrect, you should contact Sway within 24 hours of delivery where the issue was apparent upon receipt. Your request should include: • Order number; • Customer name; • Contact number; • Product name; • Description of the defect or issue; • Clear photographs of the product and packaging; and • Video evidence, where appropriate and reasonably requested. Providing clear evidence helps Sway assess the issue and determine the appropriate resolution.
3. Defects Discovered After Delivery
Some defects may not be immediately apparent when an order is received. If a product develops a functional problem after delivery, contact Sway as soon as you become aware of the issue. We may assess whether the problem appears to result from: • A manufacturing defect; • A product fault; • Damage occurring before or during delivery; • Incorrect use; • Accidental damage; • Improper storage; • Unauthorized modification; or • Normal wear and tear. The availability of a remedy will depend on the nature of the product, the circumstances of the issue, and any applicable manufacturer warranty.
4. Product-Specific Warranty
Where a product is supplied with a manufacturer or supplier warranty, the warranty terms applicable to that product will govern the warranty period, coverage, exclusions, and available remedies. Manufacturer warranties may differ between products and brands. Where applicable, Sway may assist customers in communicating with the relevant manufacturer, distributor, or authorized supplier regarding a warranty claim. Sway does not independently extend or guarantee a manufacturer warranty unless expressly stated on the relevant product page, invoice, or other written documentation.
5. Products Without a Manufacturer Warranty
Not all products sold through Sway necessarily carry a manufacturer warranty. Where no manufacturer warranty applies, Sway will assess a reported defect in accordance with this Policy and our applicable Return & Refund Policy. Depending on the circumstances, an approved claim may result in: • Replacement of the defective product; • Replacement with an equivalent product, subject to availability; • Refund; or • Another appropriate resolution determined by Sway.
6. Replacement of Defective Products
Where Sway confirms that a product is defective and a replacement is appropriate, we may provide a replacement subject to product availability. The replacement may be: • The same product; or • An equivalent product where the original item is unavailable. If a suitable replacement cannot be provided, Sway may offer an appropriate refund or alternative resolution. Replacement availability does not guarantee that the replacement will be delivered within the standard 30-minute delivery target.
7. Refund for a Defective Product
Where a refund is approved for a defective product, Sway will process the refund in accordance with its Return & Refund Policy. Approved refunds are generally processed within 5–7 business days, subject to the applicable refund procedure. Because Sway currently accepts Cash on Delivery (COD) as its payment method, Sway may contact the customer to arrange the appropriate refund process where a refund is approved. Customers may be required to provide accurate information necessary to process the refund.
8. Opened or Used Products
Due to the nature of certain products sold by Sway, particularly vaping and related products, opened or used products are generally not eligible for return solely because of a change of mind or preference. However, where a product is alleged to have a genuine manufacturing or functional defect, customers should contact Sway promptly. Sway may assess the circumstances and determine whether the issue qualifies for a defective-product remedy. Where necessary, customers may be asked to provide evidence demonstrating the defect.
9. Damage Caused After Delivery
Sway is not responsible for damage caused by the customer after delivery. A defective-product claim may be declined where inspection or evidence indicates that the issue resulted from: • Accidental damage; • Misuse; • Negligence; • Improper handling; • Improper storage; • Exposure to unsuitable conditions; • Unauthorized repair or modification; • Use contrary to manufacturer instructions; or • Normal wear and tear. Customers should follow the manufacturer's instructions and any applicable product-specific usage or storage guidance.
10. Normal Wear and Tear
Normal deterioration resulting from ordinary use does not generally constitute a manufacturing defect. Examples may include reasonable cosmetic changes, wear from regular use, scratches, fading, or deterioration that naturally occurs over time. Whether an issue constitutes normal wear and tear or a genuine defect will depend on the product and circumstances.
11. Incorrect Product Delivered
If Sway delivers a product that differs materially from the product ordered, contact us within 24 hours of delivery. Please provide photographs of the product received and your order details so that we can verify the issue. Where the error is confirmed, Sway may arrange an appropriate replacement or refund in accordance with the applicable policies.
12. Product Inspection and Verification
Sway may request the product, photographs, videos, packaging, order information, or other evidence reasonably necessary to investigate a defective-product claim. Where a physical inspection is required, customers should not return the product without receiving instructions from Sway. Once the product or supporting evidence has been reviewed, Sway will determine whether the reported issue qualifies under this Policy.
13. Authenticity and Product Quality
Sway aims to provide genuine products sourced through legitimate distributors and supply channels. If you believe that a product received from Sway is materially inconsistent with its advertised description or authenticity claims, contact us promptly with your order details and supporting evidence. We will investigate the matter and provide an appropriate resolution where the claim is substantiated.
14. Age-Restricted Products
Some products available through Sway are intended exclusively for customers aged 18 years or older, while other products are not age-restricted. Where a defective-product claim concerns an age-restricted product, Sway may require the customer to satisfy applicable age-verification requirements before processing the claim, where legally or operationally necessary. This Policy does not create an entitlement for an underage individual to purchase, receive, return, or replace an age-restricted product.
15. Claim Review
Every defective-product claim is subject to review. Sway may consider: • Date and time of delivery; • Order details; • Product condition; • Product usage; • Photographs or videos supplied; • Manufacturer or supplier guidance; • Applicable warranty terms; • Nature of the reported defect; and • Any other relevant circumstances. Submitting a defective-product claim does not automatically guarantee a refund or replacement.
16. Fraudulent or Abusive Claims
Sway reserves the right to investigate claims that appear fraudulent, misleading, abusive, or inconsistent with the condition of the product. Claims may be declined where evidence indicates intentional damage, misuse, false reporting, unauthorized modification, or other abuse of the warranty or defective-product process. Repeated misuse of the process may result in restrictions on future orders or account access. Nothing in this section limits any rights available to customers under applicable law.
17. Relationship With the Return & Refund Policy
This Policy explains how Sway handles defective, faulty, damaged, or incorrectly supplied products. The Return & Refund Policy governs the broader process for requesting returns, replacements, and refunds. Where a defective-product claim qualifies for a return or refund, the applicable procedures and timelines in the Return & Refund Policy will also apply.
18. Applicable Law
This Policy describes Sway's standard procedures for handling defective products and warranty-related claims. Nothing in this Policy is intended to exclude or limit any consumer rights, statutory warranties, 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.
19. Changes to This Policy
Sway may update this Warranty / Defective Product Policy from time to time to reflect changes in our products, suppliers, warranty arrangements, business practices, or applicable legal requirements. Any revised version will be published on this page with an updated Last Updated date. Customers are encouraged to review this Policy periodically.
20. Contact Us
For questions or claims relating to defective, faulty, damaged, or incorrectly supplied products, 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