1. Introduction
At PiraltecSwap, customer satisfaction is our priority. This Refund Policy outlines when and how you can request refunds for purchases made through our platform. We strive to ensure fair and transparent refund procedures for all our users.
This policy applies to all monetary transactions on the PiraltecSwap platform, including book purchases, exchange credit purchases, and subscription fees. It does not apply to book exchanges made using exchange credits, which are governed by our separate Exchange Policy.
By using our services, you agree to the terms of this Refund Policy. We reserve the right to update or modify this policy at any time, with changes taking effect when posted to our website.
2. Conditions for Refunds
We offer refunds under the following circumstances:
2.1 Book Purchases
You may be eligible for a refund if:
- Significant Discrepancy in Book Condition: The book's actual condition is significantly worse than described in the listing
- Missing Pages or Content: The book is missing pages, chapters, or has significant damage not disclosed in the listing
- Wrong Book Received: You received a different book than the one you ordered
- Book Not Received: You never received your order within 30 days of purchase (for domestic orders) or 45 days (for international orders)
- Counterfeit or Unauthorized Copy: The book is determined to be counterfeit or an unauthorized reproduction
2.2 Exchange Credit Purchases
Refunds for exchange credit purchases may be issued if:
- Accidental Purchase: You accidentally purchased credits (request must be made within 24 hours)
- Technical Error: Credits were not properly added to your account despite payment
- Duplicate Charge: You were charged multiple times for the same credit purchase
Please note that we generally do not provide refunds for exchange credits once they have been added to your account and more than 24 hours have passed since purchase.
2.3 Subscription Fees
For premium membership subscriptions, refunds may be issued if:
- Cancellation Within Trial Period: You cancel during the free trial period (if applicable)
- Service Unavailability: Premium services were unavailable for a significant period during your billing cycle
- Accidental Renewal: Your subscription renewed automatically after you attempted to cancel it
Pro-rated refunds may be considered for unused portions of subscription periods at our discretion.
3. Refund Process
To request a refund, please follow these steps:
3.1 Submitting a Refund Request
- Contact Customer Support: Submit a refund request through your account dashboard or by emailing refunds@piraltecswap.com
- Provide Information: Include your order number, the reason for your refund request, and any supporting evidence (e.g., photos of damaged books)
- Initial Response: Our team will acknowledge your request within 2 business days
- Review Period: We will evaluate your request according to our refund conditions
- Decision: You will be notified of our decision via email
3.2 Required Documentation
Depending on the reason for your refund request, we may ask you to provide:
- Clear photographs showing the condition issues or wrong item received
- Tracking information showing non-delivery (if applicable)
- Any communication with the seller or shipping carrier
- Proof of authenticity concerns for suspected counterfeit items
3.3 Return Shipping
In some cases, we may require you to return the item before processing a refund:
- If a return is required, we will provide return shipping instructions
- For condition issues or wrong items, return shipping costs will be covered by PiraltecSwap
- For other return reasons, you may be responsible for return shipping costs
- The item must be returned in the same condition as received
4. Refund Timeframes
4.1 Request Submission Deadline
Refund requests must be submitted within the following timeframes:
- Book Condition or Wrong Item Issues: Within 7 days of receiving the book
- Non-Delivery: After 30 days (domestic) or 45 days (international) from the purchase date, but within 60 days of purchase
- Exchange Credit Purchases: Within 24 hours of purchase for accidental purchases; within 30 days for technical errors
- Subscription Issues: Within the current billing cycle or within 7 days of automatic renewal
Requests submitted after these periods may be considered on a case-by-case basis.
4.2 Processing Time
Once your refund is approved, you can expect the following processing times:
- Credit/Debit Card Payments: 5-10 business days for the refund to appear on your statement
- PayPal Payments: 3-5 business days
- Bank Transfers: 7-14 business days, depending on your bank
- Exchange Credits Refunds: Credits will be added back to your account within 24 hours of approval
Processing times may vary based on your payment provider or bank.
5. Refund Methods
Refunds will generally be processed using the original payment method:
- Credit/debit card payments will be refunded to the same card
- PayPal payments will be refunded to your PayPal account
- Bank transfers will be refunded to the originating bank account
In some cases, particularly for older transactions or if the original payment method is no longer available, we may issue refunds as:
- Exchange credits to your PiraltecSwap account
- Store credit for future purchases
- Alternative payment method (with your consent)
6. Exceptions and Special Circumstances
6.1 Non-Refundable Items and Transactions
The following items and transactions are generally not eligible for refunds:
- Exchange credits that have already been used to acquire books
- Shipping costs for returns due to buyer's remorse or ordering errors
- Subscription fees after the cancellation window has passed
- Books damaged after delivery due to improper handling by the customer
- Books with condition issues that were accurately described in the listing
6.2 Partial Refunds
In some cases, we may offer partial refunds:
- When there are minor discrepancies in book condition that don't significantly impact readability
- For delayed deliveries that eventually arrive
- For partially used subscription periods
- When both parties share responsibility for a transaction issue
The amount of a partial refund will be determined based on the specific circumstances and the nature of the issue.
6.3 Disputes and Appeals
If you disagree with our refund decision, you may appeal by:
- Replying to our decision email with additional information or evidence
- Requesting an escalation to a senior customer support representative
- Providing any new documentation that supports your case
Appeals will be reviewed within 5 business days by a different member of our customer support team.
7. Cancellations
7.1 Order Cancellations
You may cancel an order before it has been shipped:
- For orders not yet processed or shipped, a full refund will be issued
- Cancellation requests can be made through your account dashboard or by contacting customer support
- Once an order has been marked as shipped, it cannot be cancelled, and you must follow the return process
7.2 Subscription Cancellations
To cancel a premium membership subscription:
- Log in to your account and navigate to the Subscription Settings
- Click on "Cancel Subscription" and follow the prompts
- Cancellations made before your renewal date will take effect at the end of your current billing period
- You will continue to have access to premium features until the end of your paid period
Refunds for subscription cancellations are subject to the conditions outlined in Section 2.3.
8. Contact Information
If you have any questions about our Refund Policy or need assistance with a refund request, please contact our customer support team:
Email: refunds@piraltecswap.com
Phone: +44 6216 617102 (Monday-Friday, 9am-6pm GMT)
Postal Address: PiraltecSwap Ltd., 704 Walker Gardens, East Damien LS2 9ND, United Kingdom
For urgent matters, we recommend contacting us via email or phone for the fastest response.
9. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Changes to this policy will be effective when posted on this page, with the updated "Last Updated" date.
For significant changes, we will make reasonable efforts to provide notification through our website or via email. We encourage you to review this policy periodically to stay informed about our refund terms.
Continued use of our services after changes to this Refund Policy constitutes acceptance of the revised terms.
