Returns & Refunds

Consumer rights apply to an individual buying wholly or mainly outside their trade, business, craft or profession. A genuine business purchase does not generally carry the consumer cooling-off right. Selling to local businesses does not, by itself, remove the rights of someone who qualifies as a consumer. Other applicable rights remain available to business buyers.

Where the statutory cancellation right applies, tell us you wish to cancel within 14 days after the day you receive your goods (or the last delivery for a split order). You do not need to give a reason. After notifying us, return the goods within a further 14 days. Email hello@thetapback.com with a clear cancellation statement and your order details; no special form is required.

We do not offer an additional voluntary change-of-mind return period beyond rights required by law. If the required cancellation information is not provided, the statutory cancellation period can be extended.

The statutory cancellation exception can apply to goods made to a consumer’s specifications or clearly personalised. Routine NFC programming or linking to a Google Business Profile is not automatically enough to establish that exception. This draft does not treat every NFC card as exempt. Any valid exception must be assessed for the actual product and clearly disclosed before purchase. Even where cancellation is validly excluded, rights for faulty, damaged or misdescribed goods remain.

For a statutory change-of-mind cancellation, you pay the direct return postage cost only if this responsibility was disclosed before purchase; otherwise we bear it. We supply the return address on request by email or WhatsApp. We bear reasonable return costs for faulty goods where required by law.

Refunds for cancellation are made without undue delay and within 14 days of receiving the goods back or evidence you sent them, whichever is earlier. Where no goods were supplied, the refund is due within 14 days of your cancellation notice. We use the original payment method unless you expressly agree otherwise, without a refund fee.

The refund includes the original basic standard delivery charge (£5.00 for UK post). Extra costs for a delivery option you chose above standard delivery need not be refunded. A lawful deduction may reflect reduced value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning; there is no blanket restocking or inspection fee.

Consumer goods must be of satisfactory quality, fit for purpose and as described. Consumers generally have a 30-day short-term right to reject non-conforming goods for a refund. After that, repair or replacement is usually the first remedy; further rights to a price reduction or rejection may apply if a remedy fails, is unavailable or causes unreasonable delay or significant inconvenience.

Please contact us promptly with the issue and your order reference. A receipt is not the only possible proof of purchase. Consumer faulty-goods refunds are made without undue delay and within 14 days after we agree you are entitled to one.

Nothing in this policy excludes or restricts your statutory consumer rights. It is not an unconditional “no returns or refunds” policy. For an unresolved complaint, you can also seek independent help from Citizens Advice.