Refund policy
We are committed to providing high-quality products and reliable support. If you experience any issues with your order, please review the policy below and contact our supplier support team for assistance.
Contact Us
For any return, refund, or order-related concerns, please contact support@tapstitch.com. To help process your request efficiently, please include:
- Your order number
- Photos or videos of the issue (if applicable)
- A brief description of the problem
Return & Refund Request Timeframe
Customers may request a return or refund within 180 days after the order has been delivered. However, for issues related to:
- Misprinted items
- Damaged products
- Defective items
- Lost packages
Claims should ideally be submitted within 7 days of delivery to allow for faster investigation and resolution.
Return Process
Once your request has been reviewed and approved, our customer service team will provide the correct return address and return instructions. Please note:
- Returns sent without prior approval may not be accepted.
- Unauthorized returns are not accepted.
We aim to review and process requests within 7 business days.
Conditions for Returned Items
Unless the item is defective or incorrectly produced, returned items must meet the following conditions:
- Unused
- Unworn
- Unwashed
- In original condition
Items that are not accepted:
- Worn
- Stained
- Damaged due to misuse
- Altered after delivery
Customers are responsible for return shipping costs. We do not provide Freight-To-Collect (FTC) return services.
Refunds
If your refund request is approved:
- Refunds will be issued to the original payment method used for the purchase
- Refunds will be processed in the original purchase currency
Please note that processing times may vary depending on your payment provider.
Non-Returnable Items
The following items are not eligible for return or refund unless there is a manufacturing defect or fulfillment error:
- Tights, underwear, pajamas, swimsuits, socks, and masks (for hygiene reasons)
- Accessories (jewelry, blankets, shoes, etc.)
- Deliberately damaged items
- Items returned beyond the 180-day return window
- Items accurately produced according to the designs, files, or tech packs provided by the customer, but later deemed unwanted by the purchaser
- Orders delayed due to incorrect information provided by the customer, including but not limited to:
- Incorrect shipping address
- Incorrect phone number
- Customer-requested design or order modifications
Order Cancellation Policy
Orders may only be canceled and fully refunded while they remain in the “In Review” status. If you wish to cancel your order, please contact support@tapstitch.com as soon as possible. Once production has started, cancellation requests may no longer be eligible for a full refund.