Returns Policy

1. Standard Products — 14-Day Right of Withdrawal

If you ordered a product with no custom logo or custom colour (e.g., a standard ready-made design), you have the right to withdraw from the contract within 14 calendar days of receiving your order, in accordance with the EU Consumer Rights Directive (2011/83/EU).

To exercise this right, email hello@tapora.io with your order number and a statement that you wish to withdraw. You then have a further 14 days to return the goods.

Return conditions:

• The product must be unused and in its original condition.
• You are responsible for return shipping costs unless the item is defective.
• We will refund the full product price (including the original standard shipping cost) within 14 days of receiving the returned item, using the same payment method used for the original purchase.

2. Personalised Products — No Right of Withdrawal

Products made to your specifications — including any order where you selected a custom colour combination, uploaded your own SVG logo, or both — are exempt from the 14-day right of withdrawal under Article 16(c) of the EU Consumer Rights Directive. This is because the product is made specifically for you and cannot be re-sold.

This is standard EU consumer law for personalised/bespoke goods. By placing an order for a customised product, you acknowledge this exception applies.

3. Defective or Damaged Items

If your product arrives damaged or does not work as described, we will make it right — regardless of whether it was personalised. This applies for 30 days from delivery for visible defects, and up to the legal 2-year guarantee under EU law for latent faults that emerge over time.

Common defects covered include:

• NFC chip not recognised by phones
• Print delamination or layer separation
• Logo embedded incorrectly or misaligned
• QR code does not scan
• Product damaged in transit

To report a defect, email hello@tapora.io with:

• Your order number
• A description of the issue
• One or two photos if the defect is visual

We will respond within 2 business days and offer a replacement or full refund at your choice. You will not need to return the defective item in most cases.

4. NFC Not Working After Claim

If your NFC chip stops working after you have claimed the product and set your link, we will replace the unit free of charge. NFC chips are rated for millions of read cycles and should last the lifetime of the product, but hardware failures do occasionally occur.

Note: "NFC not working" means the chip cannot be read at all by multiple NFC-enabled phones. If you are having trouble with a specific phone model, try another device or check our FAQ for NFC compatibility tips.

5. Refund Timelines

Approved refunds are issued within 14 days of us approving the return or receiving the returned item (whichever applies). Refunds are made using the same payment method you used at checkout via Viva Payments. Bank processing times after we issue the refund are outside our control but typically take 3–5 business days.

6. Contact Us

For any returns or refund queries: hello@tapora.io. We aim to respond within 2 business days. You can also use our contact form.