Last updated: 18 July 2026

The short version: if your card arrives faulty, damaged, or doesn't arrive at all, we replace it or refund you in full — no quibble. Because each card is printed and encoded to your personal profile, change-of-mind returns are more limited, but talk to us and we'll be fair.

1. Faulty or damaged cards

If your card doesn't tap, arrives damaged, or stops working through normal use, tell us within 30 days of delivery and we'll send a free replacement or give you a full refund — your choice. After 30 days we'll still replace cards that fail through no fault of yours. This sits alongside your rights under the Consumer Rights Act 2015.

2. Cards that don't arrive

Dispatch is normally within 5–7 working days. If your card hasn't arrived within 14 days of your dispatch email, let us know and we'll send a replacement or refund you in full.

3. Changed your mind?

Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a distance purchase. Cards that have been printed and encoded to your profile are personalised goods, so the statutory cancellation right doesn't apply to them once production has started — but if you cancel before we've produced your card, we'll refund you in full. Get in touch quickly and we'll tell you where your order is.

4. Your free profile

Your digital profile is free. There's nothing to cancel or refund — you can delete your account at any time from your dashboard settings.

5. How to ask for a refund or replacement

Reply to your order confirmation email, or email [email protected] with your order details. Refunds go back to your original payment method within 14 days of us agreeing the refund. A real person reads every message.

6. Your statutory rights

Nothing in this policy affects your statutory rights as a UK consumer.

Universal Contacts is a product of Towpath Digital Ltd (Company No. 16913912), Huntingdon Boathaven, The Avenue, Godmanchester, Huntingdon, England, PE29 2AF.