TANTRAP

Refund & Returns Policy

Effective for all purchases made on TanTrap.com

IMPORTANT: By completing your purchase on TanTrap.com, you confirm that you have read, understood, and agreed to this Refund & Returns Policy. This policy forms part of your purchase agreement.

1. Our Commitment

We want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, please contact us promptly and we will do our best to resolve the issue fairly. This policy is designed to be clear, fair, and compliant with payment card scheme requirements.

2. Returns

2.1 Eligibility

You may return eligible items within 30 days of the delivery date, provided that:

  • Items are in new and unused condition
  • All original tags and labels are attached
  • Items are returned in their original packaging where possible
  • You hold proof of purchase (order number or receipt)

2.2 Non-Returnable Items

The following items are not eligible for return:

  • Items that have been used, worn, or washed
  • Items damaged by the customer after delivery
  • Personalised or custom-made products (unless defective)
  • Items marked as final sale at the time of purchase

2.3 How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact us at info@tantrap.com within 30 days of your delivery date
  2. Include your order number, name, and reason for return in your message
  3. We will respond within 3 business days with return authorisation and instructions
  4. Complete and include the returns form provided, along with your contact details
  5. Post your item back using a tracked service — we recommend obtaining proof of postage

Items returned without prior authorisation may not be accepted. TanTrap is not responsible for return postage costs unless the return is due to a fault or error on our part.

3. Refunds

3.1 Refund Processing

Once we receive your returned item, we will inspect its condition and process your refund or exchange within 5 business days. You will receive an email notification once your refund has been processed.

Refunds will be issued to the original payment method used at the time of purchase. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or card issuer.

3.2 Full Refunds

A full refund will be issued where:

  • The item is returned in its original, unused condition within 30 days
  • The item was defective or damaged on arrival
  • The wrong item was sent to you
  • The item was significantly not as described

3.3 Partial Refunds or Exchanges

We reserve the right to offer a partial refund or exchange where:

  • The item shows signs of use, wear, or damage not caused by TanTrap
  • Tags, labels, or original packaging are missing
  • Goods are returned outside the 30-day window but within 60 days, at our discretion

If we offer a partial refund or exchange, we will clearly communicate the reason and amount to you before processing. You are not obligated to accept a partial refund and may request further review.

4. Cancellations

You may cancel your order at any time before it has been dispatched by contacting us at info@tantrap.com with your order number. We will issue a full refund if the order has not yet been shipped.

If your order has already been dispatched, you will need to follow the standard returns process set out in Section 2 above once you receive your item. We are unable to redirect or recall parcels once they have been collected by our courier.

5. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or not what you ordered, please contact us immediately at info@tantrap.com. You do not need to return defective items at your own cost.

In such cases, we will arrange one of the following at no additional cost to you:

  • A full refund to your original payment method
  • A replacement item sent to you
  • A store credit of equal value, if you prefer

Please include photos of the damage or defect where possible, as this helps us resolve the issue quickly and improve our quality control.

6. Exchanges

We are happy to exchange items for a different size or colour where stock is available. To request an exchange, follow the return initiation process in Section 2.3 and specify that you would like an exchange. If the requested replacement is not available, we will issue a full refund.

7. Dispute Resolution

We aim to resolve all customer concerns fairly and promptly. If you are not satisfied with the outcome of your return or refund request, please escalate your concern in writing to info@tantrap.com, clearly marked ‘Escalation Request’. We will review your case within 5 business days and provide a final decision.

This policy does not affect your statutory rights. If you remain dissatisfied after our internal escalation process, you may be entitled to raise a dispute with your payment card provider under their dispute resolution procedures.

8. Contact Us

For all returns, refund queries, or cancellation requests, please contact us at:

Email: info@tantrap.com

Website: www.TanTrap.com

We aim to respond to all enquiries within 3 business days.

This policy was last updated in February 2026. TanTrap reserves the right to update this policy from time to time. The current version will always be available on our website.