This guide outlines our guidelines for handling returns and requesting refunds, including eligibility criteria and refund processing timelines.
Eligibility for Returns and Refunds
Before initiating a return or refund request, please review the following eligibility criteria:
Defective or Faulty Products: If you receive a Tapt card that is defective, damaged, or faulty, you may be eligible for a return or refund.
Order Discrepancies: In cases where there is a significant discrepancy between your ordered product and the received product, you may be eligible for a return or refund.
Design or Production Errors: If there are errors in the design or production of your Tapt card that were not approved by you during the proofing process, you may be eligible for a return or refund.
Non-Activation: If your Tapt card is not functioning as intended or is not activating properly, you may be eligible for a return or refund.
Initiating a Return or Refund Request
To initiate a return or refund request, please follow these steps:
Contact Customer Support: Reach out to our customer support team via email at support@tapt.io with details about your order and the reason for the return or refund request.
Provide Documentation: Depending on the nature of the issue, you may be required to provide documentation, such as clear images or videos demonstrating the problem. This helps us assess the situation accurately and expedite the resolution process.
Return Authorisation: If your return or refund request is approved, our customer support team will provide you with further instructions on how to proceed.
Shipping Instructions: Follow the provided shipping instructions to return the Tapt card to our designated address. In some cases, you may be required to send the card back to us for further assessment.
Refund Processing Timelines
Once we receive the returned Tapt card and have assessed the situation, the refund process will be initiated. Here's an overview of the refund processing timelines:
Assessment and Verification: Upon receiving the returned Tapt card, we will assess and verify the issue. This may include testing the card to confirm the reported problem.
Refund Decision: Once the assessment is complete and the issue is verified, we will make a decision regarding the refund. If eligible, a refund will be issued.
Refund Processing: Refunds will be processed within 5 business days from the date of the refund decision. Please allow additional time for the refund to appear in your account, as processing times may vary based on your financial institution.
Exclusions
Please note that certain situations may be excluded from our returns and refunds policy, including:
Changes or modifications made to the design or content after the proofing process.
User-related errors or issues, such as incorrect information provided during the order process.
Personal preferences or aesthetic choices after the proofing process.
We're committed to addressing any concerns you may have regarding your Tapt card order. If you have any questions or need assistance with the returns and refunds process, please don't hesitate to contact our customer support team.