Refund policy

Returns, Refunds & Exchanges Policy

Last updated: 18 October 2026

At Tapzi, customer satisfaction is important to us. This Returns, Refunds & Exchanges Policy explains how returns, cancellations, refunds and exchanges are handled for purchases made through our online store.

This policy applies to all orders placed through Tapzi, subject to applicable South African consumer-protection laws. Nothing in this policy limits or excludes any consumer rights that cannot legally be waived.

1. Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within 7 days of receiving your order, subject to the applicable legal requirements and the conditions below.

For voluntary change-of-mind returns, the product must:

Be unopened and unused.
Remain in its original packaging.
Be in its original, resalable condition.
Include all accessories, components and items supplied with the product.
Be accompanied by your order number or proof of purchase.

Please contact us at info@tapzi.co.za before sending any product back.

2. Full Refunds for Unopened Items

Customers may request a full refund for eligible unopened items within the applicable statutory cooling-off period.

For eligible online transactions, South African law may provide a 7-day cooling-off period from receipt of the goods. Where this right applies, the refund will be handled in accordance with the law.

To qualify for a voluntary change-of-mind return, the product must be unopened, unused, in its original packaging and in resalable condition, subject to any applicable statutory rights.

Customers are responsible for the direct cost of returning goods for eligible change-of-mind returns where permitted by law.

Approved refunds will generally be returned to the original payment method where reasonably possible.

3. Store Credit for Eligible Returns

Outside any applicable statutory cooling-off period, Tapzi may offer store credit for eligible voluntary change-of-mind returns requested within 7 days of receiving the order.

To qualify, the item must be unopened, unused, in its original packaging and in resalable condition.

Store credit:

Can be used towards future purchases from Tapzi.
Will be confirmed by email once approved.
Is subject to verification of the returned item.
Cannot replace a monetary refund or another remedy where the law requires one.

Tapzi reserves the right to decline voluntary returns that do not meet the stated conditions, except where applicable law provides otherwise.

4. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, is defective, or differs from what you ordered, contact us at info@tapzi.co.za as soon as reasonably possible.

Please include:

Your order number.
A description of the issue.
Photographs or videos showing the damage or defect, where possible.

We will assess the issue and arrange an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a repair, replacement or refund.

For qualifying defective goods, the Consumer Protection Act may provide specific rights, including remedies within six months of delivery.

Damaged, defective or incorrectly supplied products will not be restricted to store credit where applicable law entitles the customer to another remedy.

Where Tapzi is required by law to cover return shipping or collection costs, we will arrange or cover those costs.

5. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for arranging and paying the direct cost of return shipping, where permitted by law.

Customers should package returned items securely and use a trackable delivery service.

Tapzi is not responsible for loss or damage caused by inadequate packaging or by a return shipment arranged by the customer, except where applicable law provides otherwise.

Where a return concerns a defective, damaged or incorrectly supplied product and Tapzi is legally responsible for the return costs, Tapzi will arrange or cover reasonable return shipping or collection.

Original delivery fees and any other shipping charges will be handled in accordance with applicable law and the circumstances of the return.

6. Non-Returnable Items

Where permitted by law, voluntary change-of-mind returns may be excluded for:

Customised or personalised products made to the customer's specifications.
Products that have been opened, used or damaged by the customer.
Products returned without their original components or packaging, where this prevents the item from being resold.

These exclusions do not apply where they would unlawfully remove a customer's statutory rights, including rights relating to defective or incorrectly supplied goods.

7. How to Request a Return

To start a return, email info@tapzi.co.za with the following information:

Your full name.
Your order number.
The product you wish to return.
The reason for your return.
Supporting photographs or videos, if relevant.

Please wait for instructions before sending the product back.

Returns sent without prior communication may take longer to identify and process. This does not remove any rights you may have under applicable law.

8. Refund Processing Times

Once we receive and inspect an eligible returned item, we will notify you of the outcome.

Where a monetary refund is due, it will be processed within the timeframe required by applicable law and, where reasonably possible, through the original payment method.

Your bank or payment provider may require additional time to reflect the funds in your account.

Where store credit is lawfully offered and accepted, we will confirm the amount and redemption details by email.

9. Delivery Delays and Lost Parcels

If your order is delayed, appears to be lost, or has not arrived within the stated delivery timeframe, contact us at info@tapzi.co.za with your order number.

We will investigate the matter with the relevant delivery provider and work with you to resolve it in accordance with applicable law.

The involvement of a courier or delivery provider does not remove any legal obligations Tapzi may have towards the customer.