Returns & cancellations
Seller: FORERO GUTIERREZ, YULIANY ROCIO, trading as Tapkin · ABN 84884117384
Not currently registered for GST.
Change-of-mind returns
We do not accept returns or exchanges solely for a change of mind after preparation or manufacturing has started. This includes accurately supplied personalised and made-to-order items. Before that stage, we accept a change-of-mind cancellation through a verified request. These rules do not exclude remedies for faulty, unsafe, wrongly supplied or materially misdescribed products, or other rights under Australian law.
Cancel or change before preparation starts
Open an order-specific Cancellation request or Order change ticket as soon as possible. An eligible verified request can pause preparation while reviewed. Keep the acknowledgement and check the ticket for the decision; submitting a request is not the same as a confirmed cancellation or refund. We assess eligibility at the time the verified request reaches us, not merely when we read it. If work has already started, we explain that status and whether a change can still be agreed. No change-of-mind fee is imposed for an accepted eligible cancellation.
If your item has a problem
Tell us what went wrong through a Quality or Delivery ticket, quoting the order number or other reasonable proof of purchase. Helpful details include the item, when you noticed the issue and photos if practical. We can assess the product to identify the problem. You do not need the original packaging to exercise consumer guarantee rights. We do not set a blanket short return window for defects or exclude sale and customised items.
Major and minor failures
For a major product failure, you may choose a refund or replacement and may have other rights, including compensation. For a minor problem, we provide an appropriate remedy within a reasonable time; further remedies apply if we cannot do so. We do not deduct for ordinary use when a full refund is legally due, force a voucher instead of a monetary refund or send you to a manufacturer to resolve our obligations. Any custom design service is also subject to applicable service guarantees.
Return instructions and reasonable costs
Contact us for a confirmed return address and instructions before posting. You can return reasonably portable items as arranged; where a fault is confirmed, we reimburse reasonable return postage. We arrange collection or cover reasonable transport for items that are too large or difficult to return. No restocking or processing fee is charged for a remedy you are entitled to for a faulty item. If assessment finds no failure covered by law, we explain any proposed reasonable cost and obtain your agreement in advance rather than applying a surprise charge.
Refunds and customer points
We normally return money through the original payment method unless you agree otherwise. Payment-provider processing time can vary; we confirm the refund status rather than promising a particular bank settlement date. Points earned or used on a refunded order are adjusted under the Customer points rules, with their original expiry where applicable. This accounting does not reduce a mandatory cash remedy or replace it with points without your agreement.
Getting help or escalating
Use Account → Help & requests or the verified guest help route. Our first-response target is five business days, not a mandatory waiting period before exercising your rights. Request a review in the same ticket if the response does not resolve your issue. You may seek help from the relevant consumer protection agency or pursue a lawful dispute route. If an item is unsafe, stop using it and flag that in your ticket; emergencies should go directly to emergency services.