Refund policy

Welcome to Smart Tap!

This return policy applies to all products purchased through:

Our return policy forms part of, and should be read in conjunction with, our terms and conditions, privacy policy, and shipping policy. We reserve the right to change this return policy at any time.

As a contactless technology business, our products are custom-designed and made for each client. This affects the return and refund conditions due to the nature of the personalized production process.

1. RETURNS AND REFUNDS

Customer satisfaction with our custom-made products is important to us. However, due to the personalized and made-to-order nature of our products, we do not generally offer returns or refunds for change of mind after the order has been processed. We highly encourage customers to review their orders carefully before finalizing.

Purchases made on our website can be returned for a refund only in cases of defects or damage incurred during shipping, or if the wrong product was delivered. Refund requests must be submitted within 14 days from the date of delivery. If 14 days have passed since delivery of the product, we are unable to offer a refund.

Important: The following products are non-returnable:

  • Custom products created based on specific customer requirements and personalized specifications.

  • Products purchased with promotional codes or under a promotion or competition are non-refundable.

2. CONDITIONS OF RETURN

In the rare case that a return is accepted due to damage or defect, the following conditions must be met:

  • Full name of the person who placed the order.

  • Order number.

  • Items must be returned in their original condition (unmarked, unaltered, and undamaged).

  • All returns must be accompanied by your invoice as proof of purchase.

  • You are responsible for the return of the items until they reach our warehouse. Please ensure the item is sent back using a delivery service that insures the value of the goods. Please package the product securely.

  • Return and handling charges are non-refundable.

Smart Tap reserves the right to refuse any returns that do not comply with our return policy. Returns that do not meet our return conditions may be sent back to the customer at their own cost.

Important: To request a return, please send us your return request via our contact information, and you will receive instructions on how to return the product. If a return is accepted, you will be responsible for paying your own shipping costs to return the item. Shipping costs are non-refundable, and the original shipping cost will be deducted from any refund.

3. DEFECTIVE OR DAMAGED PRODUCTS

While we ensure the highest quality in our products, if you receive a defective, damaged, or incorrect product, please contact us immediately. We will review the case and either refund or replace the item at no additional cost.

The request must include the following:

  • Full name of the person who placed the order.

  • Order number.

  • Proof of damage or defect (photo or video).

In these cases, Smart Tap will bear the shipping costs of both the return and the shipment of the new product.

4. PROCESSING YOUR REFUND

Once your return has been received and accepted, please allow 3 to 5 working days for processing. If your return does not meet the conditions outlined in this policy, the package will be returned to you at your own expense. If your return has been accepted, you will receive a refund, or in the case of an exchange, the new product will be shipped to your delivery address.

Refunds will be issued via the original payment method and processed within 5 working days of your return being accepted.

Important: If a refund is requested without any reason other than defect or damage, you will be responsible for return shipping costs, and the original shipping cost will be deducted from your refund.

5. UNDELIVERABLE PACKAGE

Undeliverable packages returned to Smart Tap will not be automatically re-sent, and additional shipping charges may apply. If you wish to make changes to the delivery address, you will be responsible for the cost of re-shipping.

6. CONTACT US

If you have questions about this return policy, please contact us through our contact page or via the contact information below:

Smart Tap

Email: info@smarttap.au

Thank you for choosing Smart Tap for your contactless solutions.