We make every TapCraft order to your spec. That means change-of-mind refunds aren't something we offer — but we stand behind quality. This page explains exactly when we remake, refund, or replace.
1. We'll remake if…
- A unit fails the tap test (a chip won't read on iPhone 11+ or Android 7+ from 1.5cm).
- A unit arrives physically damaged.
- The print quality is materially below the sample we sent (warping, layer separation, visible blemishes on the brand surface).
- We shipped the wrong material, the wrong chip type, or the wrong artwork.
- The NFC payload we encoded points to the wrong URL.
If any of the above happens, email hello@tapcraftstudio.com within 14 days of delivery. We'll typically remake within 10 business days, freight inclusive — you don't pay anything.
2. We'll refund if…
- The remake fails the same way. We refund the affected units in full.
- You cancel an order before we've started production (typically before day 4 of the schedule). Deposits are refunded minus a 10% admin fee.
- We can't fulfil the order to spec and can't agree on a remedy.
3. We won't refund if…
- You change your mind after design sign-off.
- You supplied artwork that we then printed faithfully, and you don't like the result. (We'll always offer a free design review before production. Use it.)
- The wrong recipient was given the tag. NFC payloads are encoded — once shipped, we can't un-encode them.
- The unit was lost or damaged after delivery to your nominated address. Lodge with the courier — we'll help you with the paperwork.
- More than 14 days have passed since delivery without a fault report.
4. Sample kits
Sample kits are non-refundable. The $29 (or international) charge is to cover material and freight. If a sample kit arrives defective, we'll replace it.
5. Subscription / platform fees
Pro and Business tiers of the platform (separate from the studio) can be cancelled any time. Pro-rated refunds aren't offered — your access continues to the end of the current billing period.
6. Australian Consumer Law
None of this overrides your rights under the Australian Consumer Law. Our goods come with guarantees that can't be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any reasonably foreseeable loss or damage.
7. How to request a refund or remake
- Email hello@tapcraftstudio.com.
- Include your order number, photos of the issue, and (if relevant) the failed unit's serial number printed inside the packaging.
- We'll reply within 1 business day with a remedy plan.
- If we agree on a remake, we ship within 10 business days. If we agree on a refund, we process within 5 business days to the original payment method.
8. Disputes
If we can't agree, you can escalate to Consumer Affairs Victoria. We're a member of the Australian Made Campaign and bound by their dispute framework where it applies.
9. Contact
Any refund or remake question: hello@tapcraftstudio.com. Sam or Nikhil personally read every escalation.