Refund policy

Returns & Refund Policy

Last updated: 30 August 2026  |  VortX-AI Automations NZ Limited trading as VortX TapNGo

This policy sets out VortX TapNGo's voluntary seven-day change-of-mind return option and the separate remedies that apply to faulty, damaged, incorrect or late goods.

1. Your statutory rights

Our voluntary change-of-mind policy is additional to your legal rights. Nothing in this policy limits rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that cannot be excluded.

Products sold in New Zealand must meet any guarantees that apply to the transaction, including acceptable quality, fitness for purpose, matching their description and delivery within the agreed or a reasonable time.

2. Definitions

Standard Item: a standard TapNGo plaque or stand that has not been printed, engraved, fabricated or otherwise physically altered with customer-specific branding, artwork, dimensions or features. Programming a standard item's NFC destination to the review URL supplied for the order does not, by itself, make it a Customised Item.

Customised Item: an item made, printed, engraved, cut, branded or otherwise physically changed to customer-specific requirements, or clearly identified as customised before purchase.

Seven-day period: seven calendar days beginning on the day after the carrier records delivery.

3. Eligible change-of-mind returns

You may request a change-of-mind return for a Standard Item within the Seven-day period if all of the following conditions are met:

• you provide the order number or other reasonable proof of purchase;
• the item is unused, has not been installed or displayed in trade, and is in its original condition;
• the item is complete, undamaged and returned with all supplied parts, instructions and packaging where reasonably possible;
• the item can be safely reset and resold as a standard product; and
• you contact us and receive return instructions before sending it.

A return request is not approved merely because an item has been posted back. We must first confirm eligibility and provide the return instructions.

4. Items not eligible for voluntary change-of-mind return

The voluntary seven-day return option does not apply to:

• a Customised Item;
• an item used, installed, displayed to customers or altered after delivery;
• an item damaged after delivery, including damage caused by misuse, poor care or inadequate return packaging;
• an incomplete item or an item missing supplied components;
• a request made after the Seven-day period; or
• a service or special work already completed at your request, to the extent the law permits.

These exclusions do not apply where you are entitled to a remedy because the goods or services fail to meet a legal guarantee.

5. How to request a return

Email sales@vortxautomations.com within the Seven-day period. Include your name, order number, the item, the reason for the request and photographs if they help show its condition.

If the return appears eligible, we will provide the return address and packing instructions. Do not send a return to an address shown on a parcel label or website without first receiving instructions, because the receiving location may differ.

6. Change-of-mind return postage

You are responsible for the cost of returning an eligible change-of-mind item. Use suitable protective packaging and a tracked service. You remain responsible for the item until it is received by us.

Original shipping charges are not refunded for a change-of-mind return unless required by law. If an exchange or replacement style is requested for change-of-mind reasons, new delivery charges may apply.

7. Inspection and refund

We will inspect the returned item within a reasonable time and tell you whether the return is approved. If approved, we will initiate a refund of the eligible product price to the original payment method. Your bank or payment provider may take additional time to make the funds available.

If the item does not meet the voluntary return conditions, we will explain why. We may ask you to pay reasonable postage if you want the item sent back to you, subject to applicable law.

8. Exchanges

An exchange is subject to stock and eligibility. We may process the original item as a return and ask you to place a new order. Any price difference and applicable delivery charge must be paid before the replacement item is sent.

9. Cancellations before dispatch

Contact us immediately if you want to cancel. If configuration, custom production or dispatch has not begun, we will normally be able to cancel and refund the order. Once custom work has begun, a cancellation for change-of-mind reasons may be declined or limited to the extent permitted by law.

10. Faulty, damaged, incorrect or late goods

Contact us promptly if an item is faulty, damaged in transit, materially different from its description, incorrectly configured by us, not what you ordered, or delivered so late that applicable law gives you a remedy.

We may ask for photographs, the supplied URL, device details, reasonable troubleshooting information or an opportunity to inspect and test the item. This helps us identify whether the issue is with the physical product, our configuration, the destination supplied, device settings or a third-party platform.

If a failure can be remedied and is not substantial, applicable law may allow us to choose a repair, replacement or refund. If the failure is substantial, cannot be remedied, or is not remedied within a reasonable time, you may have the right to reject the goods and choose the remedy available under law. We will cover reasonable return costs where required.

11. Issues that are not product faults

A problem is not necessarily a product fault if it is caused by an incorrect or inaccessible URL supplied by you, an incompatible or disabled NFC device, a phone case or placement issue, alteration or overwriting of the NFC data, misuse, accidental damage, or a change made by Google or another third-party platform.

Please still contact us. We can help identify the cause and advise whether resetting, reprogramming, replacement or another solution is available. Any non-warranty charge will be disclosed before work begins.

12. Contact

To request a return or remedy, contact:

Business: VortX-AI Automations NZ Limited trading as VortX TapNGo

Email: sales@vortxautomations.com

Website: vortxtapngo.com