Refund Policy
If it isn't right, we'll sort it out
We would rather fix a problem than argue about one. This page sets out exactly when you can return something, who pays for what, and how long a refund takes.
The short version
- 30 days from delivery to request a return on an unwanted item
- 10 days to report something faulty, damaged or wrong
- Faulty or wrong item — we cover return postage, or replace it without asking for the original back
- Changed your mind — return accepted if unused and complete, you cover the postage
- Always contact us first. Nothing goes back without approval
1. Something arrived faulty, damaged or wrong
Tell us within 10 days of delivery and send photographs, or a short video if the fault only shows when the product is running. Email contact@taponcestore.com with your order number.
Once we have seen the evidence we will replace the item or refund you in full, including what you paid for shipping.
For low-value items we will often not ask for the product back at all — posting a small item across the world costs more than the item is worth, and that is our problem rather than yours. Where we do need it returned, we cover the postage.
2. You have changed your mind
You have 30 days from delivery to request a return on an unwanted item. To be accepted it must be unused, in the condition it arrived in, with any tags attached and in its original packaging.
Return postage is yours to pay on change-of-mind returns, and the original shipping charge is not refunded. We do not send prepaid labels for these.
Everything coming back is inspected. Items showing wear, use, pet hair or missing parts will be declined and returned to you.
3. Sizing and fit
Several of our products — clothing, footwear, harnesses, coats, beds — are sized on manufacturers' charts that run smaller than US sizing. We publish measurements on every product page and say so wherever a range runs small.
If the size you ordered is the size that arrived, a fit complaint is a change-of-mind return under section 2 rather than a fault. Please measure before ordering; it saves us both the postage.
4. Things we cannot take back
- Grooming and personal care items that have been used on a person or an animal
- Swimwear, underwear and anything else where hygiene makes resale impossible once opened
- Custom, personalised or made-to-order goods
- Perishable goods
- Gift cards
- Anything classed as hazardous, flammable or pressurised
Faulty goods are always covered, including everything on this list. Nothing here removes your right to a remedy for a defective product.
5. Sale and bundle items
Discounted items can be returned on the same terms as anything else. We do not run final-sale exclusions.
One thing to know about multi-buy discounts: they apply across your whole cart, so returning part of a bundle may re-price what you keep at the single-item rate. Your refund will reflect that, and we will show you the arithmetic before processing it.
6. Starting a return
Email contact@taponcestore.com with your order number and, where relevant, photographs.
Wait for our reply before posting anything. We will give you the correct return address for that specific item, which varies depending on where it shipped from. Parcels sent back without approval frequently cannot be traced or matched to an order, and we cannot refund what we cannot identify.
7. Exchanges
The quickest route is to return the item for a refund and place a fresh order for what you actually want. Holding stock against a pending return usually takes longer for everyone.
8. Refunds
Once your return is approved — or once we have accepted photographic evidence of a fault — we process the refund to your original payment method within 10 business days.
Your bank or card issuer then takes its own time to post it, usually a few days more. If 15 business days have passed since we confirmed approval and you still see nothing, contact us and we will send you the transaction reference to give your bank.
9. Cancelling before dispatch
Email us within 24 hours of ordering and we will cancel and refund in full if the order has not yet been dispatched. After dispatch it becomes a return under the sections above.
10. Before you raise a chargeback
If something has gone wrong, please contact us before disputing the charge with your bank. We answer every message and we would far rather fix the problem directly — it is faster for you than a chargeback investigation, which typically takes weeks.
Contact
Tap Once, operated by MD Softech LLC
5900 Balcones Drive # 4628, Austin, TX 78731, United States
Email: contact@taponcestore.com
Phone: (512) 769-9662
Monday to Friday, 9am to 6pm Central Time.
Last updated 1 August 2026. This policy sits alongside your statutory consumer rights and does not limit them.