Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned or exchanged: 

  • Custom-made Tapkey Smart Locks (“digital cylinders”). All cylinder models for which a special option (e.g. “core pulling protection”) has been selected or whose inside/outside measure are outside the range of 30mm/30mm – 50mm/50mm are excluded (for example, cylinders with a dimension of 27/30 or 35/55 are considered to be custom-made).
  • Downloadable software products or software licenses
  • NFC transponders that have been in use
  • Gift cards

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, showing signs of use, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds
(if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
(if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at office@tapkey.com.

Sale items
(if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
(if applicable)

We only replace items if they are defective or damaged not caused by misuse. If you need to exchange it for the same item, send us an email at office@tapkey.com and send your item to: Tapkey GmbH, Brucknerstrasse 2/6, 1040 Vienna, Austria.

Shipping

To return your product, you should mail your product to: Tapkey GmbH, Brucknerstrasse 2/6, 1040 Vienna, Austria.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.