Refund & Returns Policy — Lets Connect

1. Eligibility window

You may request a return for any non-personalised product within 30 calendar days of the delivery date shown on your tracking. Sealed accessories (stickers, stands, wristbands) can be returned within the same 30-day window as long as they remain in their original packaging. Personalised or custom-printed cards — anything with your name, logo, engraved text, uploaded artwork or a bespoke NFC link — are made to order and are non-refundable unless they arrive defective or the fault lies with us (see section 5).

2. Condition requirements

To qualify for a full refund the returned item must be:

• In the original condition you received it, with all protective film and inserts intact.
• Free of scratches, bends, adhesive residue or evidence of NFC reprogramming.
• Returned with the original packaging and any bundled accessories (review stand base, activation card, quick-start leaflet).

Items returned in used condition may receive a partial refund of 50–80% depending on the state of the goods, at our reasonable discretion.

3. How to start a return

Email returns@letsconnectcard.com with your order number, the item(s) you wish to return and a short reason. Within one business day we will reply with:

1. A pre-paid return label for UK, US, Canada, Australia, UAE and EU domestic destinations (customer-paid returns apply elsewhere; see section 7).
2. The nearest drop-off location for the courier we use in your region.
3. A returns reference number to write on the outside of the parcel.

Please do not ship an item back before receiving the returns reference — parcels arriving without one may be refused by the warehouse.

4. Refund timelines

Once the warehouse receives and inspects your return (usually 2–3 business days after it arrives) we issue the refund to the original payment method within one business day. From there the funds typically appear as follows:

• Credit and debit cards — 3–10 business days depending on your card issuer.
• PayPal — 1–3 business days.
• Apple Pay / Google Pay — refunded to the underlying card, same timing as cards.
• Bank transfer / SEPA — 3–5 business days.

Original shipping fees are refunded when the return is due to our error, otherwise they are non-refundable.

5. Damaged, defective or wrong items

If your order arrives damaged, does not work when tapped on an NFC-enabled phone, or is not what you ordered, please contact us within 7 days of delivery with photos of the item and the outer packaging. We will send a free replacement using our fastest tracked service and cover the cost of returning the defective item. You do not need to accept a repair or replacement if you would prefer a full refund.

6. Exchanges

The fastest way to swap a colour, material or variant is to request a refund for the original item and place a new order for the replacement. If stock allows we can also process a straight exchange with no refund cycle — mention this in your returns email and we will let you know whether the replacement is available before you post the item back.

7. Per-region shipping notes

• United Kingdom — Free Royal Mail Tracked 48 return label. Refund processed within 5 business days of the parcel being scanned into the network.
• United States — Free USPS return label emailed as a QR code you can present at any Post Office. Refunds typically clear within 5–7 business days of delivery back to our fulfilment centre.
• Canada — Free Canada Post return label. Please drop off in person to obtain a receipt — mailboxes are not accepted for tracked returns.
• Australia & New Zealand — Free Australia Post / NZ Post return label. Return shipping can take 5–10 business days.
• European Union & Ireland — Free DHL or DPD return label depending on country. Please retain the drop-off receipt until the refund is confirmed.
• United Arab Emirates — Free courier collection from your address; slot booked when you email returns@letsconnectcard.com.
• India, Japan, Singapore, South Africa and other international destinations — Returns are customer-paid via any tracked courier. Once we receive the item we refund the product price in full.

8. Non-returnable items

• Personalised, engraved or custom-printed cards (unless faulty).
• Digital-only products (free digital profiles, subscription upgrades) once the account has been used.
• Gift cards and promotional credit.

9. Statutory rights

Nothing in this policy limits your statutory rights. UK customers retain their 14-day right to cancel under the Consumer Contracts Regulations 2013 for non-personalised goods. EU customers retain equivalent rights under Directive 2011/83/EU. Customers in the US, Canada, Australia and other markets retain any consumer protection rights granted by their local law.