WiseTag

Returns & cancellation

We want you to be completely happy with your WiseTag. This page explains your legal right to change your mind, how to return a tag, and what to do if something arrives faulty. It forms part of our Terms of sale & service.

1. Your 14-day right to change your mind

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive the tag(or the day someone you nominated receives it). You don't need to give a reason, and it doesn't matter whether you have already activated the profile — though see section 5 for what happens to an activated profile.

2. How to cancel

Just tell us you want to cancel before the 14 days are up. The easiest way is to email [PLACEHOLDER: support/contact email address]with your order number and the email address you ordered with. You can use the wording below if you like, but you don't have to:

"I hereby give notice that I cancel my contract of sale of the following goods: [your order number / WiseTag order]. Ordered on [date], received on [date]. Name: … Address: …"

3. Returning the tag

  • Send the tag back to us at [PLACEHOLDER: returns address] within 14 days of telling us you want to cancel.
  • You pay the cost of return postage [PLACEHOLDER: confirm — or state that returns are free]. We recommend getting proof of postage.
  • You may inspect the tag as you would in a shop, but if its value has been reduced by handling beyond that (for example, it has been attached to a collar and worn), we may deduct an appropriate amount from your refund.

4. Your refund

  • We refund the full price of the tag plus the standard delivery charge you paid (but not any premium delivery upgrade above our standard option).
  • We pay the refund within 14 days of receiving the tag back (or of you providing proof of return, if earlier), to the payment method you used.

5. What happens to the profile

When we refund a cancelled order, the tag's code is deactivated and any profile linked to it is taken offline. If you asked us to, we will also delete your account and profile data — see our Privacy policy for retention details.

6. Faulty or misdescribed tags

The 14-day cooling-off period sits alongside your rights under the Consumer Rights Act 2015. If your tag is faulty, doesn't work when tapped, or isn't as described:

  • within 30 days of delivery you can reject it for a full refund;
  • after 30 days you are entitled to a replacement(a repair rarely makes sense for a tag), and to a refund if a replacement doesn't fix the problem;
  • we cover return postage for faulty items.

Before returning a tag as faulty, it's worth checking our FAQ— most "tag not working" cases are a phone's NFC being switched off. But if it's genuinely not working, email [PLACEHOLDER: support/contact email address]and we'll sort it out.

7. Bought through wisetap.co.uk?

If you bought your tag through our partner shop on wisetap.co.uk, the same cancellation rights apply — contact us at [PLACEHOLDER: support/contact email address]with your order details and we'll handle it.

Last updated: [PLACEHOLDER: date, e.g. 7 July 2026]