Our Returns Policy

Please Note: All transactions on Tapstore.Com are processed by Tapstore (UK) Limited. References to "Tapstore", "we", "our" or "us" throughout this policy refer to Tapstore (UK) Limited.

 

• Cancelling Your Order
• Returning Goods
• Incorrect Products
• Faulty/Damaged Products
• Conditions of 14 Day Peace of Mind Guarantee
• Fitted Goods
• Packaging Your Goods for Return

 

 

You may cancel your order at any time before dispatch for a full refund.

You may also cancel your order within 14 days of receiving your goods. If you have already received your order, please follow the returns procedure detailed below.

 

 

If you wish to return an item under our 14-Day Peace of Mind Guarantee, please contact us within 14 days of receiving your order.

Step 1 – Contact Us

Contact our Customer Services team on 01342 321 121 or email us with:

• Your Order Reference or Invoice Number
• The reason for the return
• A contact telephone number

We may ask you to provide photographs of the product and its packaging to confirm that the item is unused and in resaleable condition.

Step 2 – Receive Your Returns Authorisation

Once your return has been approved, we will issue a Returns Authorisation Number and send you a Returns Authorisation Link together with the appropriate return instructions.

Step 3 – Return the Goods

You may choose one of the following return methods:

Option 1 – Arrange Your Own Return

You may return the goods using a courier or postal service of your choice.

We strongly recommend using a pre-paid, insured and fully traceable delivery service and retaining proof of postage until your refund has been processed.

If you are returning the goods yourself, we must receive them within 7 days of the Returns Authorisation Form being issued. Returns received after this period may be subject to a minimum 25% restocking charge.

Option 2 – Royal Mail Return Arranged by Tapstore

For smaller items, we can arrange a Royal Mail return on your behalf.

This service is available for:

• Parcels up to 61cm x 46cm x 46cm
• Tubes up to 90cm in length
• Tubes where the length plus twice the diameter does not exceed 104cm

You will have the option to either:

• Drop the parcel off at a local Post Office or collection point, or
• Arrange a collection from your address

The cost of this service is £10.00, which will be deducted from your refund.

Option 3 – DPD Collection Arranged by Tapstore

For larger items that exceed the Royal Mail size limits, we can arrange a DPD collection from your chosen address.

For most products, the collection charge is £15.00, which will be deducted from your refund.

Please note that larger, heavier or more fragile products, including granite sinks, ceramic sinks, towel rails and similar specialist items, may incur a higher collection charge of up to £29.99.

Collection charges for remote locations may vary.

Refunds

Once the returned goods have been received and inspected, any refund due will be processed within 14 days.

Please note that original delivery charges, shipping and handling fees, gift box charges and other ancillary service charges are non-refundable unless required by law.

 

 

If you receive an incorrect item, please contact us within 48 hours of delivery.

Once the goods have been checked, we will arrange for the correct product to be sent as quickly as possible.

Incorrect items must be returned unused and in their original packaging.

 

 

We make every effort to ensure your order arrives in perfect condition. If your order arrives damaged, incomplete, or you receive an incorrect item, please notify us within 48 hours of delivery and provide photographs where appropriate.

Prompt notification allows us to investigate the issue with the manufacturer and courier and arrange a suitable resolution as quickly as possible.

Claims for damaged items reported after 48 hours of delivery may require approval from the manufacturer before any replacement, collection or refund can be authorised. While we will always endeavour to assist, manufacturers may decline claims reported outside this initial 48-hour period. In such circumstances, we may be unable to offer a free replacement, collection or refund.

Please note that any claims for missing, damaged or incorrect items must be reported within 28 days of delivery. Unfortunately, we are unable to investigate, replace or refund items reported after this period, and no replacement goods will be dispatched for claims received more than 28 days after delivery.

This policy does not affect your statutory rights in relation to faulty products.

 

 

To qualify for a refund under our 14-Day Peace of Mind Guarantee:

• Goods must be unused and unfitted
• Goods must be complete and include all components, accessories, manuals and packaging
• Goods must be returned in resaleable condition
• Goods must be returned in their original manufacturer packaging

Returns that do not comply with these conditions may be subject to a minimum 25% restocking charge or may be refused entirely.

This policy does not affect your statutory rights.

 

 

Our 14-Day Peace of Mind Guarantee does not apply to:

• Installed goods
• Fitted goods
• Previously installed products
• Previously fitted products

Once a product has been fitted or installation has been attempted, it cannot be returned unless it is faulty.

 

 

All returned goods must be complete, unused and in "as new" condition.

Where products have been opened for inspection, they must be repackaged exactly as supplied and must include all accessories, manuals, fittings and packaging materials.

The manufacturer's original packaging must be protected by placing it inside an outer box, bag or other suitable packaging.

Important

Please do not:

• Stick labels directly onto the manufacturer's product box
• Apply tape directly to the manufacturer's product box
• Write on the manufacturer's product box

Any return received with labels, tape or writing applied directly to the product packaging may be refused.

If returned goods are received damaged, incomplete, used or not in a resaleable condition, we reserve the right to:

• Refuse the return
• Apply a minimum 25% restocking charge
• Return the goods to you at your expense

Any free gifts supplied with an order must also be returned.

 

Need Help?

If you have any questions regarding a return, please contact our Customer Services team:

Telephone: 01342 321 121

e-Mail: sales@tapstore.com

Opening Hours:
Monday to Friday, 9:00am – 5:00pm

Please have your Order Reference or Invoice Number available when contacting us.