Swift Basket Refund Policy

Last updated: 12 Oct 2026 · Prepared by @Zaheer

1. Overview

If something goes wrong with your Swift Basket order, we will make it right with a replacement, a refund or wallet credit. This policy explains when you qualify and how to ask. It forms part of our Terms & Conditions.

You are eligible for a refund or replacement when:

An item is missing from your order
You received the wrong item
An item is damaged, spoiled, leaking or past its expiry date
Cooked food is clearly not as described or unsafe to eat
Your order was cancelled by us or the Partner
You were charged twice or charged the wrong amount
Your order never arrived

2. Cancellations

When the order is cancelled	Who cancels	Refund
Before the Partner accepts it	You	Full refund
After acceptance, before preparation or packing starts	You	Full refund, at our discretion
After preparation or packing has started	You	Cancellation fee up to the full order value; any balance refunded
Rider cannot reach you after calls and about 10 minutes of waiting	—	No refund; order charged in full
Items unavailable, payment issue, outside delivery area	Swift Basket or Partner	Full refund
Suspected fraud or misuse	Swift Basket	Refund of any amount paid, after review

If only some items are unavailable, we refund those items and deliver the rest, unless you choose to cancel the whole order before it is dispatched.

3. Rules by product type

Product type	Report within	Refund or replacement for	Return of unwanted items
Cooked food (restaurants)	2 hours of delivery	Missing, wrong, spilled, spoiled or unsafe food	Not accepted
Fresh produce, meat, dairy, bakery, frozen	24 hours of delivery	Damaged, spoiled, expired or poor-quality items	Not accepted
Packaged groceries and household items	24 hours for faults; 3 days for change of mind	Damaged, expired, wrong or missing items	Accepted if unopened and in original packaging, within 3 days
Medicines and pharmacy products	24 hours of delivery	Wrong, damaged, expired items or broken seals	Not accepted once dispensed, as required by law
Personal care and hygiene items	24 hours of delivery	Damaged, wrong or missing items	Not accepted if opened

Taste and preference. We cannot refund cooked food because you did not like the taste, or groceries chosen by mistake that are perishable. For packaged items, see the return window above.

Change-of-mind returns. For eligible returns, a rider will collect the item. The original delivery fee is not refunded, and a pickup fee may apply.

4. How to request a refund

Open the Swift Basket app and go to Orders.
Select the order and tap Help or Report an issue.
Choose the problem and the affected items.
Add clear photos of the item, packaging and receipt or bill. For medicines, show the batch number and expiry date.
Submit. We usually respond within 24 hours.

You can also contact support by WhatsApp or phone. Please keep the item and packaging until your claim is resolved, as we may ask for it back.

We review each request fairly. We may decline a claim that is reported late, lacks evidence, or shows a pattern of repeated or unusual claims on one account.

5. Refund methods and timelines

How you paid	How you're refunded	Time to receive
Any method	Swift Basket wallet credit (fastest)	Within 24 hours of approval
Debit or credit card	Back to the same card	5–10 working days, depending on your bank
Mobile wallet	Back to the same wallet	1–3 working days
Bank transfer	Back to your bank account	3–7 working days
Cash on delivery	Wallet credit, or bank/mobile wallet transfer on request	1–7 working days

Delivery and service fees are refunded when the whole order is cancelled by us or never arrives. They are not refunded for partial issues, unless the problem was our fault.

6. Non-refundable cases

Wrong address or phone number given by you
You were unavailable to receive the order
Claims reported after the time limits above
Items damaged after delivery or through misuse
Tips paid to riders, once delivery is complete
Promo discounts and voucher values, which are not paid out as cash

7. Contact us

Swift Basket — Customer Support
Email: [support@swiftbasket.pk]
Phone / WhatsApp: [+923000137377]
Hours: [e.g. 9 am – 12 am, 7 days a week]

This policy does not affect your rights under the consumer protection laws of Pakistan.

Refund policy