At Tap N Grab, your satisfaction is our top priority. We know that sometimes a product may not meet your expectations or arrive in perfect condition. That’s why we offer a simple and customer-friendly Return, Replacement, and Refund Policy to ensure a smooth and worry-free shopping experience.

Please review the details below to understand how to request a return, replacement, or refund:

1. Return Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, we accept returns under the following conditions:

Eligibility for Returns

• You must inform us about the return within 3 days of receiving the item.
• Returned items must reach us within 7–10 days of delivery.
• Items must be in their original condition, unused, and in their original packaging (if applicable).
• Certain items such as clearance products and final sale items are non-returnable.

How to Initiate a Return

To start a return request:

1. Contact our customer service team via WhatsApp: +94 75 722 6418
2. Provide your order number, product name, and the reason for return
3. Our team will guide you through the return process and next steps

Please note: Parcel opening video is compulsory. To process any claims or issues, a video of you opening the parcel is mandatory. Without this video, we will be unable to process any claims. Return shipping costs are the responsibility of the customer unless the product is defective, damaged, or incorrect. In such cases Tap N Grab will cover the return shipping costs. 

2. Replacement Policy

If your item arrives damaged, defective, or incorrect, we are happy to provide a replacement at no additional cost.

How to Request a Replacement

You must report the issue within 24 hours of delivery by contacting us on WhatsApp: +94 75 722 6418 and providing the following:

• Your order number
• A brief description of the issue
• Parcel opening video
• This is mandatory for all claims. Without a clear video of you opening the parcel for the first time, we cannot process any replacement requests.
• Photos of the damaged, defective, or incorrect item (if applicable)

Processing Your Replacement

• Once your claim is verified and approved, we will ship the replacement within 24 hours.
• Delivery time for the replacement item will be 2–10 days, depending on your location.
• We always aim to resolve issues and deliver your replacement as quickly as possible.

3. Refund Policy

Refunds are available under the following conditions:

Eligibility for Refunds

• A refund will be issued if you return an item according to our Return Policy.
  Once we receive and inspect the returned product, your refund will be processed.
• If your item is damaged, defective, or incorrect and you do not wish to receive a replacement, you may request a full refund instead.

Refund Processing

• Refunds will be issued to the original payment method used during checkout.
• Please allow 5–7 business days for the refunded amount to appear in your account after processing, depending on your bank/payment provider.