Returns & Refund Policy

1. Scope of This Policy

This policy applies exclusively to items bought and sold through the courtswaps marketplace — our C2C used gear section where private individuals trade directly. Purchases made on external stores through our price comparison feature are governed by each store's own return policy. If you bought from an external retailer via a courtswaps link, you need to contact that retailer directly.

2. Buyer Protection

Every purchase on the courtswaps marketplace is protected. Payment is held in secure escrow (Stripe) until the buyer confirms the item matches the listing. If the item is significantly not as described — wrong condition, different item, undisclosed defect — you're covered. courtswaps mediates the resolution and, if the claim is valid, the refund is processed before any payment is released to the seller.

3. Right of Withdrawal (EU)

Under EU consumer protection law, buyers have the right to withdraw from a purchase within 14 days of receiving the item, without giving a reason. To exercise this right, contact us at [email protected] within that window. This right applies to courtswaps marketplace transactions as required by EU legislation.

4. Return Conditions

To be eligible for a return, the item must meet the following conditions:

• Returned in the same condition it was received — no new damage, additional wear, or alterations
• In original packaging where possible, including any accessories, documentation, or extras included with the sale
• Items that have been used, modified, or damaged after delivery may not be eligible for a full refund

5. How to Start a Return

To return an item purchased on the courtswaps marketplace:

• Contact us at [email protected] within 14 days of delivery
• Open a dispute through the courtswaps platform stating the reason for the return
• We provide a return shipping label — usable at any pickup point in our network
• Drop the package at any of the 2,500+ pickup points in Portugal or 12,000+ in Spain
• Once the seller confirms receipt or we verify the return, the refund is processed

6. Return Shipping Costs

If the item is not as described — wrong item, significantly different condition, undisclosed defect — courtswaps covers the return shipping costs.

For change-of-mind returns (you simply don't want the item anymore), return shipping costs are the buyer's responsibility. The amount will be deducted from the refund or billed separately.

7. Refund Timeline

Once we confirm the return has been received and verified, refunds are processed within 5–10 business days to the original payment method. Bank processing times may vary — allow an additional 3–5 business days depending on your bank.

8. Items Not Eligible for Return

The following items cannot be returned:

• Items explicitly sold as "no returns", where the buyer agreed to this condition at checkout
• Items that have been used or modified after delivery
• Custom or personalized items

9. Disputes

If buyer and seller cannot agree on a return, courtswaps mediates. Our team reviews evidence from both parties — photos, message history, tracking data — and makes a fair, binding decision. To open a dispute, contact [email protected] with your order number and a clear description of the issue.

10. Contact

Questions about returns or refunds? Contact us at [email protected]