1. Personalized products
Because Physical QR and NFC Products are personalized, an order becomes non-refundable when YourEMR begins preparing the proof. This does not limit mandatory rights or remedies for YourEMR error, production defect, covered shipping damage, nondelivery, or failed replacement.
2. Covered problems
The item arrives damaged. The item materially differs from the approved proof or product description. YourEMR prints the wrong name, layout, item, or QR or NFC destination. The QR code fails to scan or the NFC chip fails to tap and transfer under ordinary supported conditions because of a production defect. The order is confirmed lost or not delivered.
3. Approved reporting window
Report visible production error, production defect, packaging damage, or shipping damage within 30 calendar days after delivery. Report a nondelivery claim within 30 calendar days after the stated expected-delivery date. Damage caused after delivery by alteration, misuse, ordinary wear, improper storage, or environmental exposure is excluded. A latent production defect that could not reasonably be identified in that period will be reviewed under applicable law and any express warranty.
4. Evidence
YourEMR may request the order number and photographs of the product, packaging, and defect. Cover or crop any visible health information and do not email a Public Link unless support provides a secure, necessary method.
5. Remedies
For a covered problem, YourEMR will first provide a corrected replacement, reprint, or repair where practical without an additional product charge. A refund is available if replacement is unavailable, unsuccessful, or legally required. The remedy covers problems caused by YourEMR or the Postal Service as allocated by law.
6. Customer errors and excluded conditions
Ordinary wear, alteration, post-delivery customer damage, unsupported scanning or tapping conditions, a device-compatibility limitation described in Document 06, an incorrect customer-approved proof, an incorrect customer address, or a user-deactivated or rotated Public Link is not a production defect. If the delivered product matches the approved proof, the customer pays for correction or reprinting. YourEMR may offer discounted replacement pricing.
7. Returns
Do not return a personalized item until support gives instructions. If a return is necessary for a covered defect or YourEMR error, YourEMR will provide a prepaid return method. Misprints, overruns, and returned items must be securely destroyed or handled under YourEMR's own quality-control and data-handling procedures for the production arrangement then in use.
8. Lost or stolen products
A lost or stolen item is not a manufacturing defect. Immediately disable or rotate its Public Link. Replacement pricing may apply, but mandatory consumer remedies remain.