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Buyer Protection

Last updated: 25 September 2026

When you pay through RigSwap's checkout, your purchase is covered by the protections below. Paying through RigSwap is the only way to stay covered.

1. What's covered

Buyer Protection applies to every order paid for through RigSwap's secure checkout. You are covered if your item never arrives, or if it arrives significantly not as described — for example a different model, a major fault that was not disclosed, or damage in transit that the listing did not mention.

For posted orders, the seller must mark the item as posted and you confirm when it arrives. If you do not confirm within 7 days of it being marked as posted, the order is automatically treated as completed.

2. What isn't covered

Buyer Protection does not cover payments made outside RigSwap — bank transfers, cash, or payment apps arranged directly with a seller are entirely at your own risk and are against our terms. It also does not cover change of mind, normal wear consistent with the listed condition, or issues you could reasonably have spotted from the listing photos and description.

Collection orders are covered up to the point of handover only — see section 4.

3. How to raise a claim

If something goes wrong, message the seller through the order first — most issues are sorted out quickly this way. If you cannot resolve it, email support@rigswapuk.com within 14 days of the order being marked as posted or completed, quoting your order reference.

Include photos or video of the item and its packaging, and keep the message thread intact. We review the evidence from both sides before making a decision, and we may ask the carrier for tracking information.

4. Collection sales are final once collected

All local collection sales are final once the item has been collected. Before paying for a collection order you must confirm you understand this, and you confirm it again when you mark the item as collected. Inspect and test the gear fully before you leave — once you've accepted it, you can't return it or claim a refund, and Buyer Protection no longer applies to that item.

If something isn't right at handover, don't take it: message the seller through RigSwap and contact support@rigswapuk.com.

5. Refunds

Where a claim is upheld, we refund the amount you paid — item price plus any delivery fee — back to your original payment method via Stripe. Refunds typically reach your account within 5–10 working days, depending on your bank.

If a refund is issued after the seller has been paid out, we may recover the amount from the seller. Sellers who repeatedly send items not as described may be suspended.

Contact

RigSwap is a trading name of Fin Elwell-Jones (sole trader) · United Kingdom · support@rigswapuk.com