Legal

Refund, Returns & Warranty Policy

Last updated: 03 June 2026

At MyQRMed, we are committed to supplying quality medical ID bracelets, necklaces, accessories, QR-enabled products and related items.

This Policy explains how we handle returns, faults, warranty claims, replacements and refunds.

This Policy should be read together with our Website Terms of Sale, Platform Terms of Use and Privacy Policy.

Nothing in this Policy excludes, restricts or modifies any rights, remedies, guarantees or protections you may have under the Australian Consumer Law or any other law that cannot be excluded, restricted or modified.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Policy is in addition to your rights under the Australian Consumer Law.

2. Change-of-mind returns

Subject to your rights under the Australian Consumer Law, MyQRMed does not generally accept change-of-mind returns.

This includes situations where:

you changed your mind;
you no longer want the product;
you ordered the wrong product, size, colour or style;
the product was customised, engraved, printed, encoded, activated or prepared specifically for your order;
the product has been worn, used, damaged, altered or removed from its original condition;
the item is hygiene-sensitive and has been opened, worn or used.

We may choose to assist with a change-of-mind request at our discretion, but we are not required to do so unless required by law.

3. Customised, engraved and QR-enabled products

Many MyQRMed products are customised, engraved, printed, QR-enabled, activated or prepared for a specific customer or user.

Because these items are personalised and may not be suitable for resale or reuse, they are not generally eligible for change-of-mind returns.

However, this does not affect your rights under the Australian Consumer Law.

If a customised, engraved or QR-enabled product is faulty, incorrect, mismatched, duplicated, not fit for purpose, or does not match the order or product description, we will assess the issue and provide an appropriate remedy where required by law.

4. Faults, incorrect items and production errors

Please contact us promptly if your order arrives with an issue.

Examples of issues we may assess include:

the item arrives damaged;
the item has a manufacturing defect;
the wrong item was supplied;
the item does not match your confirmed order;
engraving, printing or customisation does not match the approved order details;
the QR code, product ID, device code or linked profile appears mismatched, duplicated, damaged or not functioning as expected;
the product does not match the product description;
the product is not fit for a purpose made known to MyQRMed before purchase.

For visible delivery damage, incorrect items, engraving mistakes, QR/product ID mismatch, or obvious production errors, please contact us within 14 days of delivery where possible.

This 14-day notification period helps us investigate and resolve issues quickly. It does not limit your rights under the Australian Consumer Law.

5. How to request a return, replacement or warranty assessment

To request assistance, contact:

support@myqrmed.com.au

Please include:

your name;
order number or proof of purchase;
delivery date, if known;
description of the issue;
clear photographs or videos showing the issue;
photographs of the QR code, engraved/product ID or packaging if relevant;
any other information reasonably required to assess the claim.

We may ask you to return the item before confirming the remedy.

If we approve a claim for a faulty, incorrect or misdescribed item, we will provide return instructions. Where required by law, or where we approve the claim, we will cover reasonable return postage costs.

6. Assessment process

After receiving your claim, we may assess:

the order details;
photographs or videos provided;
the product condition;
whether the item has been worn, used, modified or damaged;
whether the issue is a manufacturing defect, production error, normal wear and tear, misuse, accidental damage or another issue;
whether the issue is covered by this Policy, our voluntary warranty, or the Australian Consumer Law.

We may require the product to be returned before issuing a replacement, repair or refund.

7. Remedies

Depending on the issue and your rights under the Australian Consumer Law, available remedies may include:

repair;
replacement;
correction of the issue;
re-supply of the item;
refund;
store credit, if agreed;
another remedy required by law.

For minor failures, MyQRMed may choose to repair or replace the product within a reasonable time.

For major failures, you may be entitled to choose a refund or replacement under the Australian Consumer Law.

A major failure may include circumstances where the product is substantially unfit for purpose, unsafe, significantly different from the description or sample, or would not have been purchased by a reasonable consumer who knew about the problem.

8. Voluntary warranty against physical product manufacturing defects

In addition to your rights under the Australian Consumer Law, MyQRMed provides a voluntary warranty for manufacturing defects in physical MyQRMed products for 30 days from delivery.

This voluntary warranty applies to manufacturing defects and production-related quality issues in the physical product under normal intended use.

This voluntary warranty does not apply to general platform access, internet access, device compatibility, user-entered profile information, account issues, QR/profile access issues caused by user error, or issues caused by third-party devices, browsers, cameras, internet connection or mobile reception.

If your item qualifies under this voluntary warranty, MyQRMed may provide a repair, replacement or other appropriate remedy.

This voluntary warranty does not limit, exclude or replace your rights under the Australian Consumer Law.

9. What is not covered

Subject to your rights under the Australian Consumer Law, this Policy and voluntary warranty do not cover:

change of mind;
normal wear and tear;
scratches, fading, discolouration or cosmetic wear from normal use;
accidental damage;
damage caused by misuse, neglect, impact, force, heat, chemicals, water exposure beyond the product's stated resistance, or improper storage;
damage caused by failure to follow care instructions;
unauthorised repairs, alterations or modifications;
loss or theft;
incorrect size, colour, style or product selected by the customer;
incorrect information supplied by the customer;
damage caused after delivery;
issues caused by third-party devices, internet access, camera function, browser settings, mobile reception or user device limitations.

10. QR code, product ID and profile-access issues

MyQRMed products may include QR codes, product IDs, device codes, profile links or similar identifiers.

If you believe a product is damaged or not functioning as expected, contact us promptly.

We may need to verify the product, order, profile link, account details and supporting photographs before providing a remedy.

Where the issue is caused by a manufacturing defect, production error or MyQRMed-controlled linking error, we will provide an appropriate remedy where required by law.

MyQRMed is not responsible for QR/profile access issues caused by:

the user not activating or linking the product correctly;
the user entering incorrect information;
device, camera, browser, internet or mobile reception issues;
damage to the QR code after delivery;
unauthorised modification or tampering;
normal wear and tear affecting scan quality over time;
third-party service interruptions outside our reasonable control.

Nothing in this section limits your rights under the Australian Consumer Law.

11. Refunds

MyQRMed does not generally provide refunds for change-of-mind purchases or personalised/customised products where there is no fault or legal basis for a refund.

Refunds will be provided where required under the Australian Consumer Law, including where there is a major failure.

If a refund is approved, it will usually be processed using the original payment method where possible.

Refund timing may depend on payment providers, banks or funding arrangements.

For NDIS, aged care, home care, provider-funded or invoice-based orders, any refund may need to be processed through the relevant payer, plan manager, provider, organisation or funding arrangement.

12. Replacements

If a replacement is approved, the replacement will usually be for the same or equivalent item.

If the same item is unavailable, we may offer a suitable equivalent, repair, refund or other remedy depending on the circumstances and your legal rights.

Approved replacements are generally processed within a reasonable time after the claim is assessed and, where required, the original item is received.

13. Return condition

Where a return is required, the item should be returned in the condition reasonably requested by MyQRMed.

Unless the issue itself prevents this, returned items should include original packaging and any included accessories.

You must not continue using a product after identifying an issue if continued use may worsen the damage, create a safety issue, or affect our ability to assess the claim.

14. Shipping costs for returns

If a product is confirmed to be faulty, incorrect, misdescribed or otherwise subject to a remedy under the Australian Consumer Law, MyQRMed will cover reasonable return shipping costs where required by law.

If a return is not covered by this Policy or the Australian Consumer Law, the customer may be responsible for return shipping costs.

Do not return an item without contacting us first, as we may need to provide return instructions.

15. Gifts and third-party purchasers

If the product was purchased as a gift or by another person, we may require proof of purchase and may need to deal with the original purchaser, payer, plan manager, provider or authorised representative.

For privacy and security reasons, we may need to verify authority before discussing order, account or profile details.

16. Abuse, misuse and fraudulent claims

We may decline a return, refund, replacement or warranty claim where we reasonably believe the claim is fraudulent, abusive, misleading, outside the scope of this Policy, or not supported by the available evidence.

We may also decline claims where the product has been deliberately damaged, altered, misused or used inconsistently with its intended purpose.