Refund & Return Policy

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. This is your statutory right under the EU Consumer Rights Directive.

To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires. You can do this by emailing support@tapzecard.com with the subject line "Return Request" and your order details.

To be eligible for a return, your item must meet all of the following conditions:

• Returned within 14 days of the withdrawal notification
• In original, unused condition and in its original packaging
• Not activated on any Tapze account
• Free from physical damage caused by the customer

We reserve the right to reject returns that do not meet these conditions or to apply a deduction for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

The right of withdrawal does not apply to cards that have been made to your personal specification or that are clearly personalised, once production of the order has begun. This includes:

• Custom Design cards with your own branding, logo, or colours
• Any card where custom printing has been confirmed and production has started

For standard designs (Classic Black, Pearl White, Metal Graphite), the right of withdrawal applies in full, subject to the conditions in section 2.

To initiate a return:

• Email support@tapzecard.com with your order number and reason for return
• We will confirm whether your return is eligible and provide return instructions
• Securely package the item and ship it to the address we provide
• Return shipping costs are your responsibility unless the item is faulty or was sent in error
• We recommend using a tracked shipping service — we cannot be responsible for lost returns

Once we receive your returned item and confirm it meets the conditions above, we will process your refund within 14 days using the same payment method as your original transaction, unless you have agreed to a different method.

We will contact you to arrange your refund. Please ensure you provide accurate bank details when requested.

We may withhold the refund until we have received the returned goods or until you have provided evidence of having sent them back, whichever comes first.

If you receive an item that is defective, damaged in transit, or incorrect, please notify us within 48 hours of delivery by emailing support@tapzecard.com with photos of the issue. We will arrange a replacement or full refund at no cost to you, including any return shipping.

The digital profile service (hosted profile page) is provided as part of the card purchase. If you exercise your right of withdrawal and return the physical card, your digital profile will also be deactivated and deleted.

Refunds for the digital profile service alone are not available once the profile has been set up and used, as the service is delivered digitally and immediately upon activation.

For all return and refund enquiries, message us on Telegram at @tapze_support. We aim to respond within 2 business days.