Refunds & Returns

Last updated: July 2026

We want you to love your card. This policy explains when refunds and replacements apply. It does not affect your statutory rights.

1. Personalised items

Our cards are made to your personal order (your message, media, and details), so under the UK Consumer Contracts Regulations they are generally exempt from the standard 14-day right to cancel once production has begun. Please double-check your message and delivery details before ordering.

2. Faulty, damaged, or incorrect items

If your card arrives faulty, damaged, or not as ordered, you’re entitled to a replacement or refund. Please contact us within 14 days of delivery with your order reference and a photo of the issue, and we’ll put it right.

3. Problems with playback

If the NFC tap or QR scan isn’t working, please contact us first — many issues are quick to resolve (for example, turning on NFC in the phone’s settings, or scanning the QR code instead of tapping). We’ll help you troubleshoot. If that fixes it, you’re all set. If the problem turns out to be a genuine fault on our side that we can’t resolve, we’ll provide a replacement or refund.

4. Cancelling before production

If you need to cancel, contact us as soon as possible. If your order hasn’t entered production yet, we’ll do our best to cancel it and issue a full refund.

5. How refunds are issued

Approved refunds are returned to your original payment method, usually within 5–10 business days of us confirming them.

6. Contact

To request a refund or replacement, email contact@taptapgoose.com with your order reference.