Cancellation, Returns & Refunds
Version 1.1 · in force from 19 September 2026
The short version is in the first two lines, and the rest is the detail behind them.
1. The short version
Our products are personalised, so the usual 14-day right to change your mind does not apply. That is a specific exception in consumer law for goods made to your specification or clearly personalised, and we tell you before you pay rather than afterwards.
It does not affect your rights if something is wrong with the product. Those are in section 4 and cannot be excluded.
2. Cancelling before we print
You can cancel and be refunded in full at any time before we start production. Your order page shows the stage it has reached; anything before Printing can still be stopped.
Write to hello@tapapost.co.uk with your order reference. If we have not printed, you get a full refund.
3. Why the 14-day right does not apply
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel a distance contract does not apply to goods made to the consumer's specifications or clearly personalised.
Every piece we make carries a particular child's first name and the details you supplied, and is tied to a tag that plays your own voice. It cannot be sold to anyone else. That is why the exception applies, and it is the only reason we rely on it.
4. What you are entitled to regardless
If any of these is true you get a free replacement or a full refund, and none of it is affected by section 1:
- The product is faulty, damaged or defective.
- It does not match what we described.
- We made a mistake in the personalisation: what is printed does not match what you gave us.
- The content behind the seal does not work and we cannot fix it.
- It never arrives.
Write to hello@tapapost.co.uk with your order reference and, where it helps, a photograph.
5. What is not covered
- Spelling or detail errors in what you gave us. We print exactly what you type.
- A recording that is hard to hear because of how it was made, such as background noise, or a phone held too far away. That is not a fault in the product. Write to us anyway: we would far rather help than argue about it, and you can re-record at any time before we print.
- Natural variation in paper shade, texture and fibre, which is a characteristic of the stock.
- Royal Mail delays, where the item does eventually arrive.
6. How refunds are made
Back to the card you paid with, within 14 days of us agreeing the refund. We do not usually ask you to send a faulty personalised item back, because we cannot sell it to anyone else. A photograph is normally enough.