Refund Policy

If you are a consumer based in the European Union or the United Kingdom, you have the legal right to cancel your order within 14 calendar days of receiving your product, for any reason, with no questions asked. This is your statutory right under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations 2013.

How to exercise your right to cancel

To cancel your order within the 14-day period, simply contact us before the deadline:

• Email us at support@tapcleanse.com
• Include your name, order number, and a clear statement that you wish to cancel your order.

Once you've notified us, you have a further 14 days to return the product to us.

Refund under your right to cancel

We will refund the full purchase price, including standard outbound delivery costs, within 14 days of receiving your returned product. We will issue the refund to your original payment method. We may withhold the refund until we have received the product back in a satisfactory condition.

Note: If you selected an express or premium delivery option, we will only refund the cost of our standard delivery rate, not any additional delivery charges you chose.

In addition to your statutory rights, TapCleanse offers a 30-day money-back guarantee on all Faucet Filter purchases. If you try TapCleanse and are not satisfied within 30 days of receiving your order, we will refund you in full.

Eligibility

• The return must be initiated within 30 days of the delivery date.
• The guarantee applies to one-time purchases of the TapCleanse Faucet Filter.
• The product should be returned in a reasonable condition, with original packaging where possible.
• The guarantee covers one return per customer. It is not intended for repeated purchase-and-return cycles.

To initiate your return under the 30-day guarantee, contact us at support@tapcleanse.com with your order number and reason for return. We'll guide you through the process.

To be eligible for a return and refund, the following conditions apply:

• The return request must be made within the relevant timeframe (14 days statutory / 30 days guarantee).
• The product must be returned in a reasonable condition. We understand you'll have tried it, but please don't return items that have been deliberately damaged.
• Where possible, please return the product in its original packaging with all included accessories (adaptor set, instruction guide, etc.).
• Returned items that are incomplete may be subject to a partial refund to cover the value of missing components.

You are responsible for ensuring the product is securely packaged for return. TapCleanse is not liable for items damaged during return transit.

The following items are not eligible for return or refund, except where they arrive faulty or damaged:

• Filter Refill cartridges that have been opened and used. For hygiene reasons, we cannot accept returns of consumable filter cartridges once opened.
• Products purchased from a third-party retailer. Please contact the retailer directly for their return policy.
• Items damaged due to misuse, improper installation, or failure to follow the care instructions provided.

If you're unsure whether your item qualifies for a return, reach out to us at support@tapcleanse.com before sending anything back.

We're sorry if your product arrived damaged, developed a fault, or if you received the wrong item. Please contact us as soon as possible, ideally within 14 days of receiving your order, so we can put it right quickly.

What to include when reporting an issue

• Your name and order number.
• A description of the damage or fault.
• Photos or a short video showing the issue (this helps us resolve things faster).

How we'll resolve it

Depending on the nature of the issue, we will offer one of the following remedies at no cost to you:

• A free replacement product or component.
• A full refund to your original payment method.
• A repair or exchange, where appropriate.

You will not be asked to pay return shipping for faulty, damaged, or incorrectly sent items. We will provide a prepaid return label or arrange collection where applicable.

Starting a return is simple. Follow these steps:

• Step 1: Contact us at support@tapcleanse.com with your order number and reason for return.
• Step 2: Our team will review your request and reply within 1–2 business days with return instructions and a return address.
• Step 3: Pack the item securely (ideally in its original packaging) and ship it to the address provided.
• Step 4: Once we receive and inspect your return, we will process your refund within 5 business days.

Please do not send items back without first contacting us. Returns received without prior authorisation may not be processed.

Who covers the cost of return shipping depends on the reason for your return:

You changed your mind (14-day cancellation or 30-day guarantee)

You are responsible for the cost of return shipping. We recommend using a tracked service, as we are unable to process refunds for items that do not reach us. We are not responsible for items lost in return transit.

The product is faulty, damaged, or incorrect

We will cover the full cost of return shipping. We will provide a prepaid return label by email or arrange a collection. You won't be out of pocket.

When will I receive my refund?

We aim to process all approved refunds within 5 business days of receiving your returned item. You will receive an email confirmation once your refund has been issued.

Under your 14-day statutory right to cancel, we are legally required to issue your refund within 14 days of receiving the returned product.

How will I receive my refund?

Refunds are always issued to the original payment method used at checkout. This means:

• Credit or debit card payments: refunded to the same card (please allow 3–5 additional business days for your bank to process this).
• PayPal: refunded to your PayPal account.
• Klarna: refunded via Klarna in accordance with their refund process.
• Other payment methods: refunded via the same provider used at checkout.

We do not issue refunds as store credit unless you specifically request this as an alternative.

If you'd like to exchange your product for a different colour variant (Chrome, Black, or Gold), please contact us at support@tapcleanse.com within 30 days of delivery. Subject to availability, we are happy to arrange an exchange.

For exchanges, you will be responsible for the cost of returning the original item. We will ship the replacement product to you at no additional charge.

If the product you wish to exchange for is out of stock, we will offer you a full refund as an alternative.

If you have an active subscription for Filter Refills:

• You may cancel your subscription at any time before your next renewal date, via your account settings or by emailing support@tapcleanse.com.
• Cancellations made before the renewal date will take effect immediately. You will not be charged for the next cycle.
• If a subscription renewal has already been processed and the order has not yet been dispatched, contact us as soon as possible. We will do our best to cancel the order and issue a full refund.
• Once a subscription order has been dispatched, it is subject to the standard returns process described in this policy.
• Opened and used Filter Refill cartridges cannot be returned for a refund, except where they are faulty.

Before initiating a return, if you're having difficulty installing your TapCleanse Faucet Filter, please reach out to us first. Our team is happy to walk you through the installation step by step. Most issues can be resolved quickly and easily.

Contact us at support@tapcleanse.com or visit the installation guide at tapcleanse.com. In many cases, we can resolve the issue without needing a return at all.

If you have any questions about our Returns & Refunds Policy, or would like to start a return, please get in touch:

TapCleanse
Email: support@tapcleanse.com
Website: tapcleanse.com

We aim to respond to all return and refund enquiries within 1–2 business days. We're here to help and committed to making every experience with TapCleanse a positive one.