TapGo Refunds & Returns Policy
This page explains when you can return or exchange an item, how a return works and how refunds are handled. It is a plain-language summary. Because mystery box prizes are random, we do not accept no-reason returns once an item has been sent, but we do help in the situations below.
When a return or exchange is possible
- The item is seriously damaged, has missing parts, was delivered incorrectly, or has a quality issue that you did not cause.
- The packaging was severely damaged in transit and the product itself is affected. A full unboxing video is needed as proof.
- The item you received does not match your order, such as the wrong model, colour or quantity.
- The item has a significant functional defect or does not work properly. Clear photos or video are needed as proof.
What is not covered
- Subjective reasons, such as "I don't like it", "duplicate item" or "not the character I expected".
- Minor cosmetic imperfections, such as small scratches, paint flaws, colour differences or peeling labels, which are within normal manufacturing tolerance.
- Minor dents or creases on outer packaging, such as the shipping box or colour box, that do not affect the product.
- For card products, slight scratches, curled edges, colour overflow or rough edges. Cards also cannot be returned because you are unhappy with a card's rarity.
How a return works
- Contact customer service. Explain the reason clearly and send proof, such as clear photos or an unboxing video. Customer service is in the platform under Me, then Support, and you can also email [email protected].
- We review your case. We review within 1 to 2 business days and tell you whether it is approved.
- Send the item back. Once approved, follow the instructions. Do not use cash on delivery. Please pay return shipping upfront; it is reimbursed after verification.
- Warehouse inspection. After the item arrives, our warehouse completes inspection within 2 business days.
Refunds
If a return is approved, the refund is issued to the original payment method. Refunds are usually processed within 1 to 3 business days, depending on your payment provider. If you have not received your refund after 3 business days, please contact customer service or your payment provider.
Top-ups are meant for opening boxes. Apart from a verified system or technical error, such as a duplicate charge or an incorrect amount, top-ups are not refundable, and a box result that does not meet your expectations is not a reason for a refund. Only the balance from selling prizes back can be withdrawn, subject to our rules.
Return shipping and condition
If the return is due to our error or the seller's, such as a wrong or damaged item, we cover the shipping cost. If there is a dispute, we assess the situation and decide who is responsible. Returned items must be in their original packaging with all accessories, clean and in resellable condition. We recommend recording a full unboxing video. Users who abuse the policy or act in bad faith may have their return privileges restricted.
Frequently asked questions
How long does a refund take?
Usually 1 to 3 business days after approval, depending on the payment provider.
Can I return a prize because I do not like it?
No. Returns are only for the situations listed above, such as damage, a wrong item or a real defect.
What proof do I need?
Clear photos or a video of the item and the packaging. A full unboxing video is the most useful proof for damaged parcels.
Who pays return shipping?
If the return is due to our or the seller's error, we do. Please pay upfront and we reimburse after verification.