Returns and refunds.
Your rights, in plain words.

The law this policy follows

Tap Tiles trades from Malta and sells to consumers in Malta and across the EU. Your rights come from the Consumer Affairs Act (Chapter 378 of the Laws of Malta), the Consumer Rights Regulations (S.L. 378.17), which transpose the EU Consumer Rights Directive, and the EU rules on the sale of goods that give you a two-year guarantee of conformity.

Those rights are yours by law. This policy explains how we apply them and, where the law allows a trader to set its own terms, what our terms are. Where anything here would give you less than the law gives you, the law wins.

Buying as a business? Statutory consumer rights do not apply to business purchases. Bulk and trade orders are governed by the terms on your order confirmation.

The 14-day cooling-off period, and where it stops

For distance sales, consumers normally have 14 days from delivery to withdraw from the contract without giving a reason. The law makes an exception for goods that are made to the consumer's specifications or clearly personalised. Most of our range falls into that exception, because it is printed for you after you order.

Where withdrawal applies, tell us within 14 days of delivery and return the item within 14 days of telling us. It must come back unused, complete and in its original packaging. Return postage is yours to pay unless the item was faulty or we sent the wrong thing. We refund within 14 days of receiving the item back, or of proof that you sent it.

Where withdrawal does not apply, your guarantee rights in section 04 still do. A personalised item that arrives faulty, damaged or not as approved is always our responsibility.

Cancelling and changing an order

Every order goes through proof approval before anything is made. Until you approve, you can change the build or cancel outright and we refund you in full.

• Before proof approval. Full refund, no charge, no questions.
• After proof approval, before printing starts. Full refund, less the cost of any custom filament already ordered from our supplier for your build. We will tell you that amount before charging it.
• Once printing has started. Personalised items cannot be cancelled, because they cannot be resold.

Production starts once you approve. Every day without a response delays your order by a day.

Faulty, damaged or wrong orders

You have two years from delivery to raise a fault that was present when the goods were delivered. This covers custom and personalised items exactly as it covers stock items. During the first year, a fault is presumed to have been there at delivery unless we can show otherwise.

When something is wrong, we repair or replace it free of charge, including postage both ways. If a repair or replacement is impossible, fails, takes an unreasonable time, or would cause you significant inconvenience, you can ask for a proportionate price reduction or a full refund instead.

This is what we treat as our fault, not yours:

• A tile that does not read, or stops reading in normal use. After making sure all instructions are followed for NFC enabled android Devices + IOS Devices From Iphone 11 and later.
• A board, stand or sleeve that arrives cracked, warped or damaged in transit.
• A build that does not match the proof you approved: wrong colour, wrong logo placement, wrong tile count.
• A magnet or sleeve that fails to hold a tile in normal front-of-house use.

Tell us as soon as you can and send a photo. Reporting transit damage within 48 hours of delivery helps us claim against the courier, but it is not a condition of your rights.

What we cannot refund

• Normal wear, scratches from daily counter use, or damage from dropping, heat, solvents or force.
• An approved proof you later changed your mind about : wrong logo file, spelling, or link supplied by you and signed off on the proof.
• Small colour variation between filament batches, or between a screen and a printed part. We match as closely as the material allows.
• Custom-matched colours that turned out slightly different from the reference you gave us, where we flagged the closest available match and you approved it.
• Tiles that stopped working after being reprogrammed, locked or write-protected with third-party apps.
• Inserts and artwork printed by you or a third party.

If a colour match matters to you, ask us for a printed sample before you approve. We would rather send one than reprint an order.

How to make a claim

Email the studio with your order number, what is wrong, and a photo or short video if the issue is physical. One person handles it from start to finish.

• We acknowledge within 1-3 working days.
• We tell you within five working days whether we are repairing, replacing or refunding, and why.
• Where a return is needed we send a prepaid label. Do not post anything back before we ask.

Refunds go back to the payment method you used, in EUR, within 14 days of the refund being agreed or the returned item reaching us. Card and wallet refunds usually clear in three to five working days after that, depending on your bank.

If we cannot agree

Come back to us first, most disputes end with a reprint. If you are still unhappy, you can take it further at no cost:

• The Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority (MCCAA) handles consumer complaints against Maltese traders and offers free conciliation.
• Consumers outside Malta can use the European Consumer Centre network, which works with the Maltese authorities on cross-border complaints.
• Claims can also be brought before the Consumer Claims Tribunal in Malta for smaller amounts.

Nothing in this policy stops you from going to a court or tribunal with jurisdiction over your purchase.

Delivery, lead times and delays

If we miss an agreed delivery date, you can ask us to deliver within a further reasonable period. If we miss that too, you can cancel and get a full refund including for personalised items.