Returns & Refunds Policy

1. Cards are made to order

Every card is encoded for the order it belongs to, and a card in your own design is printed for you alone. Production starts as soon as an order is paid, so an order cannot be cancelled or changed once you have paid for it, and we do not accept returns because you have changed your mind. Consumers in Taiwan and in Macau have a statutory right to cancel that this does not affect — it is set out at the end of this policy.

Please check your basket, your artwork and your delivery details before you pay. If you spot a mistake straight afterwards, write to us at once — we cannot promise anything, but if nothing has been made or dispatched yet we will do what we can.

2. What we put right

We replace or refund an order, at no cost to you, when:

• The cards arrive damaged
• A card cannot be read by a phone that reads other cards
• You receive the wrong product or quantity, or a card that does not match the design you approved
• SF Express confirms that the parcel was lost in transit

A card that works on arrival and fails later through no fault of yours is covered separately, for twelve months, by our Card Warranty.

3. Telling us in time

Damage, a missing item or a wrong item must be reported within 7 days of delivery: that is a problem with the parcel, and the evidence for it does not survive long. Please keep the packaging until the claim is settled.

A manufacturing fault that appears after those 7 days is a warranty matter, and the window for it is the twelve months set out in the Card Warranty.

4. How to make a claim

Email us from the address on the order with the order number, what is wrong, and a photograph or short video showing it. Every claim is read and answered by a person — there is no form to fill in and no automated process to wait for.

We may ask a few questions to work out what happened, and we may ask you to send the card back to us, at our cost, before we replace it. We will tell you if that is needed, so please do not post anything back before we ask.

5. What you get

Our first answer is a replacement: we make the cards again and send them to you at no charge, delivery included. A card printed from your own artwork is reprinted from the file you approved.

If we cannot supply a working replacement, we refund the cards and the delivery you paid for them. A refund goes back to the payment method you used — we cannot send it to a different card or account — and usually arrives within 5 to 10 business days of us confirming the claim, depending on your bank.

6. What this policy does not cover

This policy does not cover:

• Changing your mind, or ordering the wrong product or quantity
• Mistakes in the artwork or the details you approved before printing
• Damage from bending, cutting, heat, liquids or ordinary wear after delivery
• A card lost or stolen after it reaches you
• A phone that cannot read the card because its contactless reading is switched off or unsupported
• Import taxes and duties, and delivery delays caused by the carrier
• Cards bought from anyone other than us

7. Paid plans

A paid plan is billed in advance. Cancelling stops the next renewal and keeps the plan running to the end of the period you have already paid for; a period that has started is not refunded, and cancelling in the middle of one does not refund it.

A plan bought inside our iPhone or Android app is billed by Apple or Google rather than by us. Cancel it in that store’s subscription settings; a refund for it is the store’s decision under its own policy, and not one we can make on their behalf.

8. If you are a consumer in Taiwan

Taiwan’s Consumer Protection Act gives you seven days to cancel without giving a reason and without paying anything. We cannot take that right away, and it comes before everything above.

The seven days run from the day after the cards reach you, or — for a paid plan — from the day after you first use it. The right applies to a card in our house design and to a plan. It does not apply to a card printed from your own artwork, because that card is made to your specification, and we are telling you so here, before you order.

Telling us by email within the seven days is enough; we will never ask for a posted letter. You pay nothing — no return postage, no restocking fee and no deduction for the days you had the card. We collect the card within 15 days of your notice, at our cost, and refund you within 15 days.

9. If you are a consumer in Macau

Macau’s Consumer Rights and Interests Protection Law gives you seven days to cancel without giving a reason, and it too comes before everything above.

The seven days run from the day you take possession of the cards, or — for a paid plan — from the day the contract is made. The right applies to a card in our house design and to a plan, unless you asked us to start the plan immediately and accepted that doing so ends the right; if you did and then cancel, you pay only for the days you used. It does not apply to a card printed from your own artwork, which is made to your specification.

Tell us by email or any other provable means, return the card within seven days of telling us in good condition and with its packaging, and we refund you within seven days of learning of your decision or of getting the card back. Separately, we answer for any lack of conformity that appears within 12 months of delivery, and a fault that appears in the first six months is presumed to have been there all along.

10. Your legal rights

Nothing in this policy takes away a right you have under the law that applies where you live — including, in Hong Kong, the Sale of Goods Ordinance (Cap. 26), under which goods must match their description, be of merchantable quality and be fit for purpose. Where such a law gives you a right this policy does not describe, the law comes first.

11. Contact us

If you have a question about this document, or about how your personal data is handled, email us at info@surfcard.io.