Refund policy

Updated 21 October 2026. The revised voluntary conditions apply to purchases made from publication of this version; earlier purchases retain the terms offered when ordered.

This policy applies to consumer purchases made directly from easytag.app, in all countries we deliver to. For purchases through a marketplace or another retailer, contact the seller through your order page; the applicable marketplace terms and your statutory rights also apply.

Our 30-day returns offer is additional to your statutory rights. Nothing in this policy excludes or limits rights that cannot lawfully be excluded, including rights relating to faulty, misdescribed or incorrectly supplied goods. We honour the terms applicable when you purchased; later changes will not reduce those rights.

Returns at a glance

• Return request window: 30 calendar days after delivery for eligible change-of-mind returns.
• Return method: by post or courier.
• Return postage: paid by easyTag for eligible returns, including change-of-mind returns.
• Restocking fee: none.
• Refund method: your original payment method, unless you expressly agree otherwise.
• Refund processing: within five calendar days of receiving an eligible return, subject to any earlier statutory deadline below. Inspection takes place within this processing period.

1. Changing your mind or ordering the wrong product

Contact us within 30 calendar days after receiving your item if you wish to return it. Where a return is made solely under our voluntary offer rather than a statutory right, the product must be unused, undamaged, complete with all supplied accessories and instructions, and in its original packaging. You must obtain our return approval before posting it. Approval is subject to checking these conditions when the goods arrive; it is not confirmation that a refund is due.

Opening a box to inspect the product does not, by itself, remove your statutory cancellation rights. The conditions of our voluntary offer do not override those rights or your rights concerning faulty goods.

We may decline a return made solely under our voluntary offer if these conditions are not met. Outside the applicable statutory cancellation period and our 30-day offer, change-of-mind returns are not accepted unless we agree a discretionary exception in writing. You may still have rights if the product is faulty or does not match its description.

2. Requesting a return or cancellation

Email support@easytag.app, or request a return through your easyTag account. Include your order number, the item concerned and enough information for us to identify your purchase. If you cannot find your order number, we can consider other reasonable proof of purchase.

You do not have to give a reason when exercising a statutory change-of-mind cancellation right. If you report a fault, damage or an incorrect item, please describe the problem so we can assess it appropriately.

We will confirm the next steps and postage arrangements by email. Please contact us before posting an item so we can arrange its return. A valid statutory cancellation does not depend on our approval or on using the account portal; a clear statement by email or post is sufficient.

3. Return postage and preparing your parcel

easyTag pays the return postage for eligible returns in the UK, EU and every other country we deliver to. Contact us for a free return label to download and print. Where that service is unavailable, we will arrange another free return method or reimbursement of reasonable return postage. Contact us before purchasing postage so we can confirm a suitable service; we do not agree to optional premium services without prior approval. This does not limit any return costs we must pay by law. We do not charge a restocking fee.

Package the item securely and include its supplied components relevant to the return. Where possible, remove a tracker from your Apple Find My or Samsung SmartThings account before returning it. If a fault prevents removal, tell us; this will not automatically invalidate your claim. Never send us account passwords.

For a statutory cancellation, send the goods back within 14 days after notifying us. For a return solely under our voluntary extended offer, please send them within 14 days after receiving our return instructions. Keep proof of posting. Our own delays in providing instructions or a label will not be used to reduce your rights.

Returns are sent to:

easyTag Returns
Waltham Hall Barn
Norwich Road, Little Stonham
Stowmarket, Suffolk
IP14 5LX
United Kingdom

If we provide a label showing a different authorised return centre, use that label. Do not send goods to a fulfilment warehouse merely because they were dispatched from there.

4. Faulty, damaged or incorrect goods

Contact support@easytag.app promptly when you discover a fault, damage or an incorrect item. We require reasonable proof of purchase and enough information to assess the claim. A reported problem does not automatically establish entitlement to a refund. Statutory rights are not limited to three days or our 30-day voluntary offer, and a commercial warranty's expiry does not automatically end those rights.

We may request relevant troubleshooting, photographs, a short video or return of the product for inspection before determining the appropriate remedy. Requests will be proportionate to the issue. Where a requested form of evidence is not reasonably available, we will consider an appropriate alternative. Assessment and troubleshooting will not delay a remedy beyond the applicable legal requirements or require repeated unsuccessful steps.

Where the law permits, we may provide a repair or replacement rather than a refund. Where you have a statutory right to reject goods, choose a remedy or obtain a price reduction, we will honour that right. We cover the necessary return costs for valid faulty, damaged or incorrect-item claims.

Faults caused by misuse, accidents or unauthorised modification are not covered as manufacturing defects. Normal wear alone is not a defect, but goods must still meet applicable legal standards, including reasonable durability. We assess the cause rather than automatically rejecting a claim because an item has signs of use. Original retail packaging is not required to exercise statutory faulty-goods rights.

5. Inspection and deductions

We may check returned goods to verify the item, its condition and the reported issue. For statutory change-of-mind cancellations, a deduction may be made only where permitted by law for an actual loss in value caused by handling beyond what was necessary to establish the product's nature, characteristics and functioning. We will explain the reason and calculation.

We do not impose automatic deductions for opening packaging, routine inspection or the existence of a genuine fault. We do not charge a cancellation or restocking fee. Any assessment of missing parts, damage or use remains subject to your applicable statutory rights.

6. Refunds

We will email you the outcome of the return assessment and explain any proposed deduction or refusal. Eligible refunds are issued to the original payment method within five calendar days of receiving the returned goods; inspection takes place within that period. Any earlier statutory deadline takes priority.

Statutory deadlines take priority over our processing timetable:

• UK statutory cancellations: where goods are returned, we refund without undue delay and within 14 days after receiving them or evidence that they have been sent back, whichever is earlier. Where no goods need to be returned, the deadline is generally 14 days after your cancellation notice.
• EU statutory withdrawals: we refund without undue delay and within 14 days after your withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or evidence that you have sent them back, whichever happens first.
• Other legal remedies: we comply with the applicable refund deadline, including any shorter deadline required by local law. Inspection or internal approval will not be used to extend it.

Where legally required, refunds include the standard outbound delivery charge you paid. For a statutory change-of-mind cancellation, the additional cost of choosing a premium delivery service over our least expensive standard option is not refundable. For returns solely under our voluntary extended offer, original delivery charges are not refunded unless required by law.

Refunds reflect the amount actually paid for the returned goods, including applicable discounts. Your bank or payment provider may need additional time to display the payment. If it has not appeared seven business days after our refund confirmation, contact us for help tracing it.

7. Exchanges, discounted products and exceptions

We do not offer direct exchanges for a different model or product. You can return an eligible item for a refund and place a separate order. You do not have to place a new order before exercising a return right. This does not affect replacement remedies for faulty or incorrectly supplied goods.

Discounted and sale items retain their statutory rights. A product being labelled “final sale” does not remove those rights. Goods made to your specifications or clearly personalised may be excluded from change-of-mind cancellation where the law permits; faulty-goods rights remain unaffected.

Goods must be returned when reasonably required for assessment or a refund, except where the law provides otherwise or we agree an exception in writing. Please do not dispose of the product without our written instructions. If it may be unsafe, stop using it and contact us before attempting to charge or post it.

8. Your statutory rights

UK: qualifying faulty or misdescribed goods can generally be rejected within the first 30 days for a refund. Repair or replacement rights, and in appropriate circumstances a price reduction or final rejection, can continue afterwards. Most online goods purchases also carry a 14-day cancellation period after receipt, followed by 14 days to send the goods back. For goods in one order delivered separately, the statutory cancellation period generally runs from receipt of the last item.

EU: most online goods purchases carry a 14-day withdrawal period after receipt, generally from the last item for an order delivered separately. Consumers also benefit from a minimum two-year legal guarantee for non-conforming goods; national law may provide additional protection. A commercial warranty does not replace this guarantee.

Australia: Australian Consumer Law guarantees cannot be excluded. For a major failure, you are entitled to a replacement or refund and compensation for other reasonably foreseeable loss or damage. You are also entitled to repair or replacement where goods fail to be of acceptable quality and the failure is not major.

Other countries: any mandatory local consumer rights apply in addition to this policy.

9. Contact and optional cancellation form

easyTag — ReFind Commerce Limited
Email: support@easytag.app
Telephone: +44 7562 949052
Address: Waltham Hall Barn, Norwich Road, Little Stonham, Stowmarket, Suffolk, IP14 5LX, United Kingdom
Company number: 14660065
VAT number: GB437373383

You may use the following form to cancel, but you do not have to. Send it to the email or postal address above:

To: easyTag — ReFind Commerce Limited, at the address or email above.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number, if available:
Consumer name(s):
Consumer address:
Signature(s), only if sent on paper:
Date:
Delete the alternatives that do not apply.