Start a return
Email hello@taptapgo.io with your name, order reference, date of delivery and reason for the return. Include photographs if an item is damaged, faulty or incorrect. We will explain the next steps and the appropriate return address. Please do not send a return to an address without confirming it with our team.
Our voluntary return window
Our standard voluntary return policy allows an unused item to be returned within seven working days of receipt. It must be in its original condition and packaging, with the receipt or other proof of purchase.
This voluntary policy is additional to your statutory rights. It does not shorten a cancellation period, remove a remedy for faulty goods or restrict any other protection that applies by law.
UK distance-sale cancellation rights
Where UK consumer distance-selling rules apply to a non-exempt purchase, you can notify us within 14 days after receiving the item that you wish to cancel, then return it within a further 14 days. You do not need to give a reason. You may inspect the item as you would in a shop; deductions may apply for handling beyond what is necessary to inspect it.
Where these cancellation rights apply, refunds include the cost of standard outward delivery and are processed within the applicable legal timeframe, normally within 14 days of receiving the returned goods. Personalised or custom-made goods may be exempt from change-of-mind cancellation, but rights relating to faulty or incorrect goods remain.
Damaged, faulty, missing or incorrect items
Inspect your order when it arrives and contact us promptly if something is wrong. Reporting visible damage or missing items within 48 hours, with photographs where possible, helps us investigate with the delivery provider.
We will assess the issue and arrange an appropriate replacement, missing item or refund as required. The request to report promptly does not remove your statutory rights if a fault is discovered later.
Customised products and completed services
For a bespoke order, review the approved design, spelling and specifications before production begins. Our voluntary change-of-mind policy does not cover customised items once production has started, or services that have already been completed.
This does not affect remedies for a defective product, an incorrect order or other rights that cannot be excluded by law. Contact us as soon as possible if you need to change or cancel a customised order.
Inspection and refunds
We will confirm when a returned item has been received and inspected, then explain the outcome. An approved refund is normally returned through the original payment method. The time for the credit to appear depends on the payment provider and any applicable legal deadline.
Submitting an enquiry through this website does not charge you, so an unconfirmed order request has no website payment to refund. Contact the team if you wish to withdraw the request.
Return shipping and exchanges
For a voluntary change-of-mind return, you are responsible for return shipping unless we agree otherwise. Original delivery, return shipping and insurance charges are not refunded under the voluntary policy unless the return results from our error or applicable law requires it. Keep proof of dispatch and use a suitable delivery service.
Standard exchanges are not offered. You can request an eligible return and place a new order after speaking with the team. Faulty or incorrect products are handled separately under the section above.
App subscriptions and digital services
A physical-card return does not automatically cancel an Apple or Google subscription. Manage subscriptions and request app-store refunds through the store account used to purchase them. Go Cash, Virtual Visa, events and other services have separate transaction and cancellation terms.
For help identifying the right route, email hello@taptapgo.io with the service name and a reference. Never include passwords, full payment-card details or a CVV.