Refund policy
Refund & Return Policy
Returns for Change of Mind
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be returned in substantially the same condition in which it was received, with all included parts and packaging where reasonably possible.
To start a return, contact us at tappwand@gmail.com with your order number.
For returns requested because you have changed your mind, the customer is responsible for the direct cost of returning the item, unless applicable law requires otherwise.
We recommend using a tracked shipping method, as TapWand cannot process the refund until the returned item has been received or sufficient proof of return shipment has been provided.
Once the return is approved, the applicable refund will be issued to the original payment method.
Original Shipping Costs
Where required by applicable consumer law, we will refund the cost of the standard delivery method originally paid.
Any additional amount paid for an upgraded or express shipping option does not need to be refunded beyond the cost of our standard delivery option.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, contact us as soon as possible at tappwand@gmail.com.
Please include:
- Your order number
- Clear photos of the product
- Photos of the packaging where relevant
- A short description of the issue
We will review the evidence and provide an appropriate solution.
Depending on the situation, this may include:
- A free replacement
- A repair where appropriate
- A partial refund if you prefer to keep the item
- A full refund when replacement or another reasonable solution is not possible
For minor issues, we may offer a partial refund as a voluntary solution if the customer wishes to keep the product. The amount will depend on the specific circumstances and is not automatically fixed at 50%.
For customers protected by EU consumer law, defective or non-conforming goods are covered by statutory consumer guarantees and these rights are not limited by this policy. European Union
Lost or Undelivered Orders
If your order has not arrived within the expected delivery period, contact us at tappwand@gmail.com.
We will first review the tracking information and investigate the shipment.
A delayed shipment is not automatically considered lost.
If the shipment is confirmed lost or cannot be delivered after the applicable delivery process has been completed, we will provide an appropriate solution, which may include a replacement or full refund.
For EU customers, if the order is not delivered within the agreed period, consumer law can require the seller to complete delivery within an additional reasonable period and, if delivery still does not occur, the customer can be entitled to cancel and receive a refund. European Union
Orders Marked as Delivered
If tracking shows that an order was delivered but you cannot locate it, please contact us.
Before requesting a refund, we may ask you to:
- Confirm the shipping address
- Check safe delivery locations
- Check with household members or neighbours where appropriate
- Contact the local carrier
- Provide any information requested during the delivery investigation
A tracking status of “Delivered” will not automatically result in a refund or rejection of a claim. Each case will be reviewed using the available tracking and delivery evidence.
If the investigation confirms that the customer did not receive the order, we will provide an appropriate solution in accordance with applicable law.
Incorrect or Incomplete Address
Customers are responsible for providing an accurate and complete shipping address.
If you notice an error, contact tappwand@gmail.com immediately.
If the order has not yet been dispatched, we will attempt to correct the address.
If the customer provided an incorrect or incomplete address and the shipment cannot be delivered or is returned to sender, the customer may be responsible for the cost of reshipping the order.
If TapWand made the address error, we will resolve the issue at no additional cost to the customer.
Returned to Sender
If a shipment is returned because of an error by the carrier despite a correct address being provided, we will investigate and provide an appropriate solution.
If a shipment is returned because the customer provided an incorrect address, failed to collect the parcel, or refused delivery, additional shipping costs may apply before the order is resent.
Refund Processing
Approved refunds are issued to the original payment method.
Please allow additional processing time for your bank or payment provider to display the refund after it has been issued.
Where applicable, we may wait until the returned goods have been received, or until the customer provides evidence that the goods have been sent back, before processing the refund. This is permitted for withdrawal returns under EU rules. European Union
Non-Returnable Situations
A return or refund may be refused where permitted by law if:
- The claim is fraudulent or abusive
- The customer intentionally damaged the product
- The customer cannot provide reasonable evidence of the claimed problem
- The issue results solely from incorrect use or handling after delivery
These exclusions do not affect mandatory consumer rights.
Contact
For return or refund requests: