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Store policy

Refund & Replacement Policy

Qwner products are prepared with a unique QR code assigned to your order. This page explains what happens before production, after production, and when something goes wrong.

For questions, preferences or clarifications, contact your seller or the point of purchase.

Damaged in delivery

Contact us within the applicable support period with your order number, photos and a short description that includes damaged, defective, or non-working details.

Defective QR or product

If the QR cannot be scanned, misprints, or the product is materially defective, a replacement is our default remedy where appropriate.

Personalized

Cancellation and returns may be limited once personalization or production has started, because the product is made for you.

Need to cancel? Contact us as soon as possible.

Cancellation may be possible if personalization or production has not yet started. We cannot promise cancellation once your order has entered production.

1

Personalized products

Qwner products containing a unique, customer-specific QR code are personalized products. Because the product is prepared specifically for the customer and may not be resold to another person after personalization, cancellation and return rights may be limited once personalization or production begins.

2

Before personalization / production

If an order has not yet entered personalization or production, cancellation may be possible subject to the applicable order status and Qwner’s processing rules.

Contact us as soon as possible — we cannot promise cancellation if the order has already entered production.
3

After personalization / production

Once QR assignment has started, QR printing has started, product manufacturing has started, or product customization has started, the product generally cannot be cancelled simply because the customer changed their mind.

  • The product is customized specifically for your order and may not be suitable for resale.
  • Please review your product selection, quantity and return details before placing the order.
4

Damaged product

If the product arrives damaged, contact Qwner within the applicable support period with:

  • Order number
  • Photos of the package
  • Photos of the product
  • Description of the problem
If the damage is confirmed to have occurred during manufacturing or delivery, we will provide an appropriate resolution such as replacement, subject to the applicable policy.
5

Defective product

A product may qualify for replacement if:

  • The QR cannot be scanned
  • The QR does not resolve correctly
  • The QR was printed incorrectly
  • The product is materially defective
  • The product differs materially from what was ordered
Replacement is the default remedy where appropriate. If replacement is not reasonably possible, an appropriate refund may be provided.
6

Wrong product

If Qwner sends a product different from what the customer ordered, contact Qwner support with order details and photographs.

We will arrange a replacement or another appropriate resolution according to the applicable policy.
7

Change of mind

Personalized QR products may not be eligible for cancellation, return or refund solely because the customer changed their mind after personalization or production has started.

8

Refund processing

If a refund is approved, it will be processed through the original payment method where applicable.

We do not promise a specific timeline unless the payment process supports it.

Questions about this policy?

Write to us and a real person will reply.

Email supportVisit support center
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