When an order can be cancelled or returned

1. About this Policy

This Cancellation and Returns Policy explains when a TAPDX order may be cancelled, when a product may be returned, how TAPDX deals with customer-caused and TAPDX-caused issues, and how value is handled where an order is cancelled or otherwise resolved.

TAPDX sells different types of products and orders, including Ready-to-Order products, pre-orders, custom or personalised products and bulk orders. Some of these order types are subject to additional terms because the point at which TAPDX commits stock, production, customisation or supplier capacity differs.

This Policy must therefore be read together with the TAPDX Terms of Sale and, where applicable, the Pre-Order Policy, Custom and Bulk Order Policy, Delivery and Shipping Policy, and the payment, pricing and Store Credit rules.

Nothing in this Policy removes a consumer right that applies by law.

2. Change of mind

Apart from one case, TAPDX does not provide an additional voluntary cancellation or change-of-mind right beyond any right that applies by law. The exception is set out in section 11: you may cancel a Ready-to-Order purchase at any time before we have packed it. Tell us and we will cancel it.

Otherwise, once an order has been placed and accepted into the TAPDX order process, a customer cannot require TAPDX to cancel the order merely because the customer has changed their mind, no longer wants the product, found an alternative product, ordered by mistake or has otherwise decided not to proceed.

The fact that an item has not yet been used does not, by itself, create a voluntary right to cancel or return it.

Where a statutory cancellation or return right applies to a particular transaction, TAPDX will deal with that request in accordance with the law. The existence of a statutory right in one circumstance does not create a wider voluntary cancellation right for all TAPDX orders.

3. Orders that have already been dispatched

Once an order has been dispatched, TAPDX cannot treat it as an ordinary voluntary cancellation simply because the customer has changed their mind.

Dispatch may involve courier charges, fulfilment activity, packaging, stock allocation and operational commitments that have already taken place.

A customer should therefore not refuse delivery, instruct a courier to return a parcel or send an item back to TAPDX on the assumption that doing so automatically cancels the transaction.

If there is a genuine problem with an order, the customer should contact TAPDX so that the matter can be assessed under the appropriate section of this Policy.

Any legal rights that apply despite dispatch remain unaffected.

4. Customer order details

Customers are responsible for checking the information they provide when placing or approving an order.

This includes, where applicable, the product selected, quantity, delivery address, contact details, colour, material, finish, size, configuration, artwork, wording, destination web address, design or other specification supplied or approved by the customer.

Where TAPDX provides an approval step, proof, preview or other opportunity to confirm customer-specific information, the customer is responsible for checking that information before approving it.

TAPDX will not automatically become responsible for the cost of correcting information that was supplied or approved incorrectly by the customer.

5. Customer-caused errors

If a problem arises because the customer selected, entered, supplied or approved incorrect information, TAPDX may try to assist where it is reasonably possible to do so.

The ability to correct an error depends on how far the order has progressed.

For example, it may be possible to correct an address before dispatch but not after the parcel has already entered the courier network. A customer-specific design may be changeable before production begins but not after the product has already been produced or supplier commitments have been made.

Where TAPDX can correct a customer-caused error but doing so creates an additional product, production, supplier, courier or administrative cost, the customer may be required to pay that additional cost before the correction proceeds.

TAPDX attempting to help with a customer-caused error does not mean that TAPDX accepts responsibility for the original error.

6. TAPDX-caused issues

Where the problem was caused by TAPDX, TAPDX will take responsibility for addressing it.

This may include situations where TAPDX supplied the wrong product, failed to follow an approved customer specification, supplied a product with a qualifying defect, or otherwise failed to provide what was properly ordered.

The appropriate resolution will depend on the nature of the issue, the product involved, what can reasonably be corrected and any rights that apply by law.

TAPDX will not classify a genuine TAPDX-caused issue as a customer change of mind in order to avoid responsibility.

7. Product defects and quality issues

If a customer believes that a TAPDX product is defective, damaged, materially different from what was ordered or otherwise not reasonably fit for the purpose for which it was supplied, the customer should contact TAPDX as soon as reasonably possible after discovering the issue.

TAPDX may ask for information reasonably required to understand the problem, such as the order number, a description of the issue and photographs or video where these would help demonstrate the condition of the product.

Customers should retain the affected product until TAPDX has advised whether it needs to be returned, inspected or otherwise assessed.

Where applicable consumer law provides the customer with particular rights in relation to defective goods, those rights remain available.

TAPDX uses photographs and other pictures to help customers understand the products offered. A physical product may look slightly different from a picture because of screen display, lighting, the surroundings it is seen in, material batch, surface reflection, the production process, texture or ordinary manufacturing tolerance.

Minor differences of that kind do not mean a different product was supplied, where what arrived substantially matches the product description and any approved specification.

A materially different product, material, specification or approved design is not an ordinary visual difference, and is dealt with under the rest of this Policy.

A TAPDX Tag is read using the NFC capability of the phone held against it, and that depends on the phone rather than on the tag. A phone may fail to read a tag because it has no NFC, because NFC is switched off, because of its settings or operating system, because of where its antenna sits, or because of a case or other material between the phone and the tag.

A limitation of the phone being used is not the same as a defective TAPDX Tag, and TAPDX may assess which of the two applies before determining an outcome. TAPDX will not describe a genuine product defect as a device limitation in order to avoid dealing with it.

8. Damage during delivery

Where a product arrives damaged, the customer should notify TAPDX as soon as reasonably possible and provide enough information for TAPDX to assess what happened.

The involvement of a courier does not automatically make the issue the customer's responsibility.

TAPDX may investigate the packaging, dispatch record, courier information, photographs and other relevant circumstances to determine what occurred and how the matter should be resolved.

Similarly, the fact that damage occurred during delivery does not automatically determine which party caused the problem. Responsibility will be assessed according to the actual circumstances.

9. Delivery address errors

Customers are responsible for providing a complete and accurate delivery address.

If a customer notices an address error before dispatch, TAPDX should be contacted immediately. TAPDX will attempt to correct the address where reasonably possible, but cannot guarantee that a change can be made once fulfilment or courier processing has begun.

Where an incorrect customer-supplied address causes redelivery, rerouting, return-to-sender or another courier cost, the additional delivery cost may be payable by the customer.

Where TAPDX entered or transmitted the delivery information incorrectly despite the customer having provided the correct information, TAPDX will take responsibility for addressing that error.

10. Returning a product

A product should not be returned to TAPDX without first contacting TAPDX unless applicable law provides otherwise.

This allows TAPDX to identify the order, understand the reason for the proposed return and provide the appropriate return instructions.

Accepting a physical parcel back for assessment does not, by itself, mean that TAPDX has accepted that the customer is entitled to a cancellation, Store Credit, replacement or monetary refund.

The outcome will depend on the reason for the return, the applicable order terms, the condition of the product and any rights that apply by law.

Where a return has been agreed, the product must physically reach TAPDX before Store Credit, a replacement or any other value is released. Cancelling an order and keeping the product are not the same thing.

Unless the return arises from a TAPDX error, a product defect or a right that applies by law, the customer arranges and pays for sending the product back to TAPDX.

Where TAPDX caused the problem, or where the product is genuinely defective, TAPDX carries the cost of the return. A customer is never asked to pay to send back something that was wrong when it arrived.

11. Ready-to-Order products

Ready-to-Order products are standard TAPDX products available for ordinary purchase.

You may cancel a Ready-to-Order purchase at any time before we have packed it. Tell us and we will cancel it. Where the order has already been paid for, the value you paid is returned to you in the way described in sections 15 to 17.

Once a Ready-to-Order order has been packed, that cancellation is no longer available, and TAPDX does not provide a further change-of-mind cancellation or return right beyond rights that apply by law.

After packing, a Ready-to-Order product is not automatically returnable simply because the customer later decides that they no longer want it.

This cancellation applies where TAPDX receives the cancellation request before the order is packed, as shown by TAPDX's own order record.

Where there is a genuine defect, incorrect item, delivery issue or other qualifying problem, the matter will instead be assessed under the relevant provisions of this Policy and applicable consumer law, whether or not the order has been packed.

12. Custom and personalised products

Custom, personalised and customer-specific products may involve artwork, customer wording, destination information, branding, selected materials, production specifications or other characteristics created specifically for the particular order.

Once TAPDX has made a genuine customer-specific commitment to the order, including where production, customisation, procurement or supplier commitment has begun, the customer cannot require TAPDX to absorb that cost merely because the customer has changed their mind or wishes to change an approved specification.

The detailed rules applicable to these orders are contained in the TAPDX Custom and Bulk Order Policy and any approved quotation, specification or order information that forms part of the transaction.

A customer-specific product that is wrong because TAPDX failed to follow the approved specification remains a TAPDX-caused issue and is not treated as a customer change of mind.

13. Bulk orders

Bulk orders may involve larger quantities, supplier commitments, production allocation and other costs that TAPDX incurs specifically for the customer's order.

For this reason, the ability to change or cancel a bulk order depends on the stage the order has reached and the commitments already made.

The Custom and Bulk Order Policy and the applicable order terms govern these circumstances in more detail.

A customer cannot avoid a genuine bulk-order commitment simply by describing a later change of mind as a return.

At the same time, TAPDX remains responsible where it fails to supply the bulk order according to the approved specification or where another right applies by law.

14. Pre-orders

Pre-orders are governed by the TAPDX Pre-Order Policy together with these Terms.

A pre-order may involve stock allocation, production planning, supplier commitments or inventory specifically reserved against expected demand.

For that reason, TAPDX does not provide an unlimited voluntary cancellation right simply because fulfilment takes place later.

Where a customer seeks to cancel a pre-order, the Pre-Order Policy determines the applicable commercial treatment, subject always to rights that apply by law.

15. Voluntary cancellation by TAPDX

There may be circumstances in which TAPDX agrees, as a commercial decision, to cancel an order even though the customer does not have a voluntary change-of-mind cancellation entitlement.

Where TAPDX voluntarily agrees to cancel a paid order and the law does not require a monetary refund, the customer-paid value is ordinarily returned as TAPDX Store Credit in accordance with the applicable payment, pricing and Store Credit rules.

An unpaid order cannot create Store Credit for money that TAPDX never received.

TAPDX agreeing to a voluntary cancellation in one case does not establish a permanent entitlement to the same outcome in another case.

16. How Store Credit is worked out on a cancelled paid order

Where a paid order is cancelled and customer-paid value is returned as Store Credit, TAPDX returns the amount the customer actually paid with their own money.

Any eligible promotional or reward credit used on that order is dealt with separately and, where appropriate, restored according to the rules applicable to that promotional value.

This prevents the same value from being returned twice.

For example, if a R299 order was paid using R20 of promotional credit and R279 of the customer's money, a qualifying cancellation would result in R279 of new Store Credit representing the customer-paid value, together with the appropriate restoration of the R20 promotional credit.

It would not create R299 of new Store Credit plus another R20, because that would return R319 of value from a R299 transaction.

17. Store Credit representing returned customer value

Store Credit issued to represent money previously paid by the customer is different from promotional or reward credit.

Under the current TAPDX Store Credit model, Store Credit representing returned customer-paid value does not expire.

Promotional or reward credit may have its own validity period under the promotion through which it was earned.

The existence of an expiry period on promotional credit therefore does not create an expiry period on Store Credit representing returned customer-paid value.

18. Promotional credit used on a cancelled order

Where promotional or reward credit was validly used as part of a paid order that is subsequently cancelled through a qualifying TAPDX process, TAPDX may restore that promotional value separately rather than converting it into new Store Credit.

The restored promotional value remains promotional value and does not become customer-paid Store Credit merely because the order was cancelled.

Its continued use remains subject to the rules applicable to that promotional benefit.

This separation protects both the customer and TAPDX by making sure that customer-paid value and promotional value are not accidentally counted twice.

19. Cash refunds

TAPDX does not offer monetary refunds as its standard voluntary customer-service cancellation option.

Where TAPDX voluntarily returns value and the law does not require payment to be returned in money, the ordinary TAPDX financial resolution is Store Credit in accordance with the applicable Store Credit rules.

This does not remove any right to a monetary refund where applicable law specifically requires one. Where the law requires TAPDX to return money rather than provide Store Credit or another lawful resolution, TAPDX will comply with that requirement.

The fact that a monetary refund is required in one legally qualifying situation does not create a general voluntary cash-refund policy for all orders.

20. Promotional gifts and benefits

Where an order included a promotional gift, referral benefit, reward, free product, free-delivery benefit or another promotional benefit, the treatment of that benefit may depend on the terms of the promotion and what happens to the underlying qualifying transaction.

Where a benefit existed solely because of a transaction that is subsequently lawfully cancelled or unwound, the TAPDX Rewards, Referral and Promotional Benefits Terms may also apply.

A cancellation does not allow the same promotional value to be duplicated or converted into cash merely because the underlying order no longer stands.

21. Duplicate cancellation requests and system protection

A customer is entitled to the value properly due under the applicable cancellation outcome, but not to receive that value more than once.

A repeated support request, duplicate system event, retry or repeated cancellation action does not create a second Store Credit entitlement for the same customer-paid amount.

The TAPDX system is designed so that cancellation and credit processes can be retried safely without issuing duplicate value.

Where a system discrepancy occurs, TAPDX may check the transaction records against each other to work out the amount genuinely due.

22. Cancellation must not remove customer value by error

Where a TAPDX cancellation process requires customer-paid value or previously used promotional credit to be restored, TAPDX's process is intended to preserve that value before the order cancellation is treated as complete.

If a system error prevents the required value from being correctly restored, TAPDX may pause or correct the cancellation process rather than leaving the customer with neither the order nor the value properly due.

This section does not create additional compensation. It makes sure that the legitimate cancellation outcome is accurately carried through.

23. Supplier and courier involvement

TAPDX may use manufacturers, suppliers, logistics providers, couriers and other service providers in fulfilling orders.

The involvement of another provider does not automatically determine responsibility for a customer issue.

If a supplier caused a problem in an order for which TAPDX remains responsible to the customer, TAPDX will not simply transfer that responsibility to the customer because another provider was involved.

Likewise, TAPDX does not automatically become responsible for an issue caused by incorrect information, misuse or another matter attributable to the customer merely because a supplier or courier also participated in fulfilment.

Responsibility is assessed according to what actually caused the problem.

24. Customer use and product condition

A return or product complaint may be affected where damage occurred after delivery because of misuse, deliberate damage, inappropriate handling, unauthorised alteration or use materially inconsistent with the nature of the product.

TAPDX may assess the circumstances before accepting responsibility for damage that did not exist when the product was supplied.

Where damage to a returned product was caused by the customer after delivery, TAPDX does not return value for that product.

A TAPDX Tag that has been permanently locked or made read-only cannot be restored by TAPDX or by anyone else. A tag returned in that condition has not been returned in the condition it was supplied in, and the setup and care guide says so before anybody writes to their tag.

This does not allow TAPDX to label ordinary inspection or a genuine product defect as customer misuse merely to avoid dealing with a legitimate problem.

25. Information required to assess an issue

A customer should report a suspected defect, an incorrect product or a delivery problem within six months of delivery, and damage that appears to have occurred in transit within 48 hours of delivery.

Reporting transit damage quickly matters because packaging, parcel condition and courier evidence become materially harder to assess as time passes.

These periods do not limit a right that applies by law for a longer period, and TAPDX may still assist with a later report where the circumstances reasonably allow it.

TAPDX may ask for information reasonably necessary to verify and resolve a cancellation or return issue.

Depending on the circumstances, this may include the order number, customer contact details, photographs, video, packaging information, courier information, approved artwork or specifications, or a description of what happened.

Requests for information should be proportionate to the issue being assessed.

A customer should not be required to provide irrelevant information merely to create an unnecessary barrier to raising a legitimate issue.

Where a customer declines to provide information reasonably necessary to assess the issue, TAPDX may be unable to complete its assessment or determine an appropriate outcome.

26. No automatic entitlement created by an exception

TAPDX may sometimes choose to assist a customer beyond the ordinary commercial position because of the particular circumstances of a case.

Doing so does not amend this Policy, create a standing entitlement or require TAPDX to make the same commercial decision in every future case.

Each case may be assessed according to its own facts, the applicable order terms and any rights that apply by law.

Where a pattern of repeated or overlapping claims arises, TAPDX may assess those claims together, including whether the same underlying issue has been claimed more than once.

This does not affect a genuine claim, and a customer who has raised an issue before is not treated as less entitled to raise a new one.

27. Legal rights

This Policy is intended to establish TAPDX's commercial cancellation and returns position without removing rights that customers have under applicable South African law.

Where a provision of this Policy conflicts with a right that cannot lawfully be excluded, the mandatory legal right will apply to the extent of that conflict.

This does not mean that every legal right applicable to one type of transaction automatically applies to every TAPDX product or order.

The circumstances of the particular transaction remain relevant.

28. Contacting TAPDX about a cancellation or return

Customers who need help with a cancellation, return, incorrect product, damaged delivery, product defect or other order issue should contact hello@tapdxtags.com.

Please include enough information for TAPDX to identify the order and understand the issue.

Where appropriate, TAPDX may provide further instructions before a product is returned.