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Refund policy

TapsyKeys Refund Policy

Last Updated: 07/08/2026

At TapsyKeys, customer satisfaction is our priority. We strive to provide high-quality keys and excellent service. Please review our refund policy carefully before making a purchase.

This policy operates alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded. Nothing in this policy limits your statutory rights to a repair, replacement, or refund where goods fail to meet a consumer guarantee (e.g. a genuine manufacturing defect).

Proof Requirements (Applies to All Claims)

All claims for defective, damaged, or incorrectly shipped items must be supported by a continuous, unedited unboxing video showing:

  1. The sealed, unopened package with the shipping label and order number clearly visible
  2. The full unboxing process from start to finish, without cuts or edits
  3. The item being inspected immediately after opening, clearly showing the defect, damage, or incorrect item

Photos alone will not be accepted as proof of a defect or damage claim. A photo cannot establish whether an issue existed before the package was opened or occurred afterward. Claims submitted without qualifying video evidence will be declined.

This video must be recorded before the key is cut, programmed, or used in any way. See Section 2 for details.

1. Refund Eligibility

We offer refunds or replacements under the following conditions:

  • Incorrect Item Shipped by Us: If you receive an item that was not what you ordered, contact us within 7 days of delivery with your unboxing video showing the incorrect item received.
  • Defective or Damaged Key: If the key arrives defective or physically damaged, we will offer a replacement or refund. This must be reported within 7 days of delivery, with unboxing video evidence as described above.
  • Non-Functioning Key (Manufacturing Defect): If the key does not function due to a manufacturing defect (not due to user error or programming incompatibility), we may offer a replacement after verification. To verify this type of claim, please provide one of the following:
    • A video showing the programming attempt and the specific error or failure displayed on your diagnostic tool, or
    • Written confirmation (invoice or statement) from a licensed locksmith who tested the key and confirmed the failure was due to a manufacturing defect, not a compatibility or programming issue

2. Items Not Covered by This Policy

We do not offer refunds or replacements for the following situations, which fall outside the scope of the consumer guarantees:

  • Incorrect key selection by the customer. Please ensure you order the correct key for your vehicle, and contact us before purchasing if you are unsure.
  • Change of mind or accidental orders.
  • Compatibility issues arising despite accurate product details being listed. We clearly list part numbers, FCC ID, board numbers, frequency range, and transponder ID for every product — it is the buyer’s responsibility to verify compatibility before purchase.
  • Lost or stolen items after delivery has been confirmed.
  • Cut, programmed, or used keys where no defect was documented before use. Any defect must be identified and recorded via unboxing video (see Proof Requirements) before the key is cut, programmed, or used. Once a key has been cut, programmed, or used without this evidence having been captured beforehand, we are unable to verify that the fault existed prior to use, and the item will not be eligible for refund or replacement.
  • Genuine / Original Parts, for the same reasons as above — buyer error, incompatibility, change of mind, or use without prior documented evidence of a defect. This does not affect your right to a remedy under the Australian Consumer Law where a genuine part has a manufacturing defect that is reported and evidenced in line with this policy before use.

3. Return Shipping Costs

Where we agree to accept a return for a reason not covered by the consumer guarantees (for example, the customer ordered the wrong item), the following applies:

  • Standard (non-free) shipping orders: The customer is responsible for the cost of shipping the item back to us. The refunded amount will be the item price minus the original outbound shipping cost.
  • Free shipping orders: The customer is responsible for the cost of shipping the item back to us. In addition, the refunded amount will have the original shipping cost we incurred deducted from it.
  • Our error (e.g. incorrect item shipped): Where the fault is ours, we will cover all shipping costs, both for returning the incorrect item and for sending the correct replacement, and no shipping deduction will be made from any refund.

We recommend using a tracked shipping service for all returns. We are not liable for items lost or not received during return transit.

If a replacement is issued for a defect or error covered under Section 1, we will cover the cost of shipping the new item to you.

4. How to Request a Refund or Replacement

To submit a refund or replacement request:

  • Send refund request to our customer service email: sales@tapsykeys.com.au with following information:
    • Full name:
    • Contact number:
    • Phone number:
    • Order number:
    • Refund item with quantity:
    • Reason: (please provide a clear explanation of the issue, your vehicle details (Model, Year, and VIN or Rego), and your unboxing video or other required evidence as outlined above.)
    • Attach the unbox video or examination result image from licensed locksmith
  • Our team will assess your request and respond within 3-5 business days.

5. Refund Processing & Deductions

  • Once your return is received (where applicable) and your claim is approved, refunds will be processed to your original payment method within 10 business days. Please note your bank or payment provider may take additional time to reflect the refund.
  • Shipping fees are non-refundable, except where the error was on our part. If your order had free shipping, a AUD $10 fee will be deducted from your refund to cover shipping and handling costs.

6. Exchanges & Replacements

  • Where eligible, we may offer a replacement key instead of a refund.
  • The defective or incorrect item may need to be returned to us before a replacement is issued.

7. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy is intended to limit these rights.

8. Contact Us

If you have any questions or concerns, please contact our support team at sales@tapsykeys.com.au

Please note: we do not offer phone support.