Refund policy

Last updated: March 6, 2026

1. Overview

At QRsona, we are committed to your satisfaction. This Refund Policy explains our policies regarding returns, refunds, exchanges, and warranty claims for products purchased from our online store.

IMPORTANT: Because our products are personalized and made-to-order based on your specifications, they are generally not eligible for returns or refunds. However, we stand behind the quality of our products and will address any manufacturing defects or errors on our part.

2. Personalized Products — No Returns

Our products (QR code apparel, accessories, etc.) are custom-made specifically for you with:

  • Your chosen design or uploaded artwork.
  • Your unique QR code.
  • Your selected customization options.

Because these products are created uniquely for you, they cannot be resold or used by other customers.

The following items CANNOT be returned or refunded (unless there is a manufacturing defect):

  • Personalized QR code products with custom designs.
  • Products with custom text, names, or URLs.
  • Products with uploaded customer artwork.
  • Custom-sized products.

Your Responsibility: Before placing your order, carefully review your design, text, spelling, and shipping address. We are not responsible for errors in custom information you provide.

Note: You can change your QR code destination URL anytime through the app.qrsona.com platform. URL changes are not considered a product defect.

3. Manufacturing Defects and Errors

We will provide a full refund or replacement if:

  • Printing defects — poor print quality, smudged ink, color errors.
  • Manufacturing defects — physical damage, incorrect materials, poor construction.
  • Shipping damage — product damaged during transit (photo evidence required).
  • Our error — we printed the wrong design, incorrect size, or wrong product.
  • QR code functionality — QR code does not scan due to printing issues (not design issues).
  • Missing items — you did not receive all items in your order.

Warranty Period

  • 30 days from delivery — physical defects.
  • 7 days from delivery — shipping damage.

Not Covered by Warranty

Normal wear and tear, damage caused by misuse, changes of mind about design, color variations due to screen differences, products damaged after delivery.

4. How to Request a Refund or Replacement

4.1 Contact Us Within the Warranty Period

Email us at: info@qrsona.com

Include:

  • Order number.
  • Photos clearly showing the defect or error.
  • Description of the issue.
  • Your preferred resolution (refund or replacement).

4.2 Review Process

We will review your claim within 2-3 business days, request additional photos if needed, and approve or deny your claim based on this policy.

4.3 Return Shipping

In most cases, you do NOT need to return the defective product — photos are sufficient and we send replacement immediately after verification.

When you may need to return: wrong product shipped, major defect requiring quality control, high-value bulk orders.

Who pays for return shipping?

  • Our error or defect = we provide prepaid return label.
  • Your error = you pay return shipping.

4.4 Photo Requirements

We require clear, well-lit photos showing:

  • The defect from multiple angles.
  • The entire product.
  • Original packaging.
  • Shipping label.

Photos must be taken immediately upon discovering the issue.

For products valued over $50 USD, we may require physical return for inspection before issuing a refund.

5. Refund Methods and Timing

Refunds will be issued to:

  • Original payment method used for purchase.
  • Store credit (if you prefer — typically issued faster).

Timing

  • Approval: 2-3 business days after receiving your claim.
  • Refund processing: 5-10 business days after approval.
  • Bank/card processing: additional 3-10 business days depending on financial institution.

Total time: expect 10-20 business days from claim to refund appearing in your account.

Partial Refunds

We may issue partial refunds if:

  • The product is not in original condition.
  • Is damaged after delivery (but within warranty period).
  • You wish to keep a defective product at a discount.

Non-Refundable Charges

  • Original shipping costs (unless we made an error).
  • Return shipping costs (unless defect on our part).
  • Express shipping fees.

6. Exchanges

We do not offer direct exchanges for personalized products. If you want a different product or design, request a refund (if eligible) and place a new order.

For defective products:

  • We can ship a replacement with corrected design.
  • You do not need to return the defective item (in most cases).
  • We will cover shipping for the replacement.

7. Cancellations

You may cancel your order only before production begins, typically within:

  • 2 hours of order placement for standard products.
  • Immediately for rush or express orders (production begins immediately).

How to cancel: Email us immediately at info@qrsona.com with your order number and request to cancel.

Cancellation Fees

  • Full refund if canceled before production starts.
  • No refund if production has already begun.
  • 50% refund if production has started but not completed (at our discretion).

8. QR Code Service and Subscriptions

8.1 What You Get With Your Purchase

When you purchase a QRsona product, you receive:

  • The physical product (apparel, accessory, etc.).
  • A QR code assigned to your account with the free Starter plan.
  • Ability to change the destination link anytime through app.qrsona.com.
  • Basic scan analytics.

Your QR code works indefinitely — no expiration date and no renewal fees.

8.2 Paid Subscriptions (Pro / Business)

Pro and Business plans are separate subscriptions processed by Stripe. Cancellation is possible at any time — access to paid plan features remains active until the end of the paid period.

Subscriptions are NOT refundable for unused time. QR codes continue working after subscription cancellation (on the Starter plan).

The 14-day free trial is free and does not require card details.

8.3 Service Deactivation

We reserve the right to deactivate QR code service if:

  • The QR code is used for illegal or prohibited content.
  • It violates our Terms of Service.
  • The service is being abused.
  • A chargeback is filed (pending resolution).

No refund will be provided in such cases.

8.4 Defective Physical Product Return

If you return a physical product due to manufacturing defect:

  • The physical product cost is refunded.
  • QR code service on the Starter plan remains active (unless you request full account deletion).

9. International Orders

We do not refund customs duties, taxes, or import fees paid by the customer. You are responsible for all customs charges.

Refused packages: If you refuse delivery due to customs fees, you are responsible for return shipping and no refund will be issued.

International returns must be pre-approved. Customer is responsible for return shipping costs (unless we made an error).

10. Damaged in Transit and Lost Packages

Damaged in Transit

If your package arrives damaged:

  • Take photos of the package exterior and damaged product immediately.
  • Contact us within 7 days of delivery.
  • Keep all packaging materials.

We will file a claim with the carrier and send a replacement.

Lost Packages

If your package shows "delivered" but you didn't receive it:

  • Check with household members and neighbors.
  • Verify shipping address.
  • Wait 48 hours (sometimes marked delivered early).
  • Contact us.

If package confirmed lost, we will send replacement at no charge.

We are not responsible for packages stolen after confirmed delivery.

11. Fraud Prevention

We take fraud seriously. We reserve the right to deny claims if we suspect:

  • Intentional damage by the customer.
  • False claims of defects or shipping damage.
  • Repeated claims from the same customer (pattern of abuse).
  • Claims inconsistent with product condition or timeline.

If we suspect fraud:

  • We may request additional documentation or video.
  • Require return for inspection.
  • Deny the refund.
  • Suspend your account.
  • Report fraudulent activity to authorities.

We maintain records of claims. Excessive claims may result in additional verification requirements, mandatory returns for inspection, or account suspension.

Appeals Process

If your claim is denied and you believe it was legitimate, contact us at info@qrsona.com with "Claim Appeal" in the subject line. We will conduct a secondary review within 5 business days.

12. Disputes and Chargebacks

Before filing a chargeback or dispute with your bank:

  • Contact us to resolve the issue.
  • Most issues can be resolved quickly through communication.
  • Chargebacks delay resolution and may result in account suspension.

If you file a chargeback:

  • We will provide evidence of product delivery and order accuracy.
  • Your account may be suspended pending resolution.
  • Fraudulent chargebacks may result in permanent ban.

13. Your Legal Rights

This policy does not affect your statutory rights under applicable consumer protection laws.

EU Consumer Rights

You have the right to a 14-day cooling-off period for standard (non-personalized) products. However, personalized products are exempt from the right of withdrawal under EU law (Article 16(c) of Directive 2011/83/EU).

UK Consumer Rights

UK customers have similar rights under the Consumer Contracts Regulations 2013, with the same exemption for personalized products.

We reserve the right to make exceptions to this policy on a case-by-case basis and to offer goodwill refunds or replacements at our discretion.

14. Contact Information

For refund requests, questions, or concerns:

Email: info@qrsona.com
Subject: "Refund Request — Order #[your order number]"

Mail:
QRsona — Smart Fashion
Suwalska 56A
Elk, 19-300
Poland

Website: https://qrsona.com
Platform: https://app.qrsona.com

Response time: 2-3 business days.

We stand behind our quality. If there's a problem with our workmanship, we'll make it right.