Refund Policy

1. The short version

You can cancel for a full refund at any time before we start making your order. Once production begins on a personalised item we cannot refund it, because it is not something we can sell to anyone else. If an item arrives faulty, damaged or never arrives at all, we replace it or refund it in full — that is not affected by anything below.

2. Digital Wishes

A Digital Wish is delivered as soon as you publish it: the link works immediately. Before you publish, you may cancel for a full refund. After publishing, the product has been delivered in full and is not refundable, unless it does not work as described and we cannot put it right.

3. Physical keepsakes

Card kits, Family Seal Editions and White-Glove orders are personalised: cards carry your Wish, tags are encoded to your link, and seals are pressed for you.

• Before production starts — full refund, no reason needed. Production starts when we begin encoding tags, approving your seal artwork or printing.
• After production starts — no refund, because the goods are personalised and cannot be resold. This is the exception permitted for custom goods; it does not apply to faulty items.
• Faulty, damaged or lost in the post — tell us within 30 days of delivery (or of the expected delivery date if nothing arrived) and we will replace the item or refund it, including any postage.
• A recipient who asks not to be sent a card — on a White-Glove order, if the person you named asks us to erase their details before their card is posted, we will not post it. Name someone else for that card, or we refund that card's share of the order, even if production has started: it is not your doing.
• A tag that will not open — we replace the card at our cost. Every card also carries a printed QR fallback, so tell us before you give up on it.

4. Custom wax stamps

A custom stamp is engraved to your artwork by a third party. You may cancel for a full refund until you approve the artwork proof. After approval the stamp is commissioned and cannot be refunded, except where it arrives faulty or does not match the artwork you approved.

5. How to ask

Email contact@tapawish.com with your order number. We aim to answer within two business days and to decide any refund within five.

6. How the money comes back

Refunds are issued to the original payment method through Stripe, our payment processor. We cannot send a refund anywhere else. Once we issue it, banks typically take 5–10 business days to show it. Sales tax is refunded with the item.

7. If you disagree

Please contact us before raising a dispute with your bank. A chargeback freezes the order and takes months; an email usually takes a day, and we would rather fix the problem than win an argument about it.