1. Policy overview

We want customers to receive products that are correctly prepared, accurately described and suitable for their intended purpose.

Return and refund eligibility depends on whether the product is:

• A standard, non-customized product.
• A customized, printed or programmed product.
• Faulty, damaged, incomplete or incorrectly supplied.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

2. Fourteen-day right of withdrawal

Consumers purchasing eligible standard products online may generally notify us of their decision to withdraw from the purchase within 14 days after receiving the product, without needing to provide a reason.

To exercise this right, the customer must send a clear statement by email before the 14-day period expires.

After notifying us, the customer must return the eligible product promptly and in accordance with the return instructions provided.

3. Customized and programmed products

Many Turgo QR products are prepared specifically for an individual customer or business. This may include:

• NFC products programmed with a customer-specific destination.
• QR codes created for a particular business or location.
• Google Review products prepared for a named business.
• Products printed with a custom QR code, logo, name or design.
• Products manufactured or modified according to customer instructions.

This exclusion does not remove the customer’s rights if the customized product is defective, damaged, incorrectly supplied or does not match the agreed order details.

4. Order cancellations

Contact us as soon as possible if you wish to cancel an order.

A standard order may be cancelled before it has been dispatched, subject to its preparation status.

A customized or programmed order may not be cancelled after we have started programming, printing, production or other customer-specific preparation.

If we can cancel an eligible order before preparation or dispatch, the payment will be refunded to the original payment method.

5. Conditions for eligible returns

To qualify for a change-of-mind return, an eligible standard product should normally be:

• Returned within the permitted period.
• Unused beyond what is reasonably necessary to inspect it.
• In its original condition.
• Returned with included parts, accessories and documentation.
• Securely packaged to avoid damage during return transport.
• Accompanied by proof of purchase or the relevant order number.

The customer may be responsible for any reduction in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the product.

6. How to request a return

Do not return a product without contacting us first.

To request a return, email us with:

1. Your full name.
2. Your order number.
3. The product you wish to return.
4. The reason for the request.
5. Photographs or video if the product is damaged or faulty.

We will review the request and provide the appropriate return instructions and return address where applicable.

7. Return shipping costs

For an eligible change-of-mind return, the customer is normally responsible for the direct cost of returning the product.

We recommend using a reliable, tracked shipping service and keeping proof of postage until the return has been completed.

When a confirmed return is required because the product was defective, damaged, incorrectly supplied or materially different from the order, reasonable return costs will be handled in accordance with applicable law and the instructions provided by our support team.

8. Inspection of returned products

Returned products are inspected after receipt.

We may check:

• The condition of the product.
• Whether all parts and accessories are included.
• Whether the product has been used or damaged.
• Whether it matches the product authorized for return.
• Whether the stated fault or issue can be verified.

We will contact the customer if further information is required or if the returned product does not meet the conditions of the authorized return.

9. Refund processing

Approved refunds are normally issued to the original payment method.

For a valid withdrawal from an eligible purchase, refunds will be processed within the period required by applicable law. We may wait until the returned product is received or until the customer provides reliable evidence that it has been sent back.

Once a refund is submitted, the time needed for it to appear in the customer’s account depends on the bank, card issuer or payment provider.

We do not normally refund optional upgraded delivery costs that exceed the cost of the standard delivery method, unless required by law.

10. Damaged, incomplete or incorrect products

Please inspect your order promptly after delivery.

Contact us as soon as possible if:

• The product arrived damaged.
• The parcel is incomplete.
• You received the wrong product.
• The QR code or NFC programming does not match the agreed information.
• The delivered product materially differs from its description.

Please include clear photographs of the product, packaging and shipping label, as well as video evidence where relevant to a technical problem.

After reviewing the case, we may offer an appropriate solution such as correction, reprogramming, repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

11. Faulty products and legal guarantee

Customers retain their statutory rights when a product is defective, does not work as reasonably expected or does not match the description or agreed order.

Depending on the circumstances, the available remedy may include:

• Repairing or correcting the product.
• Reprogramming the NFC chip or QR destination.
• Replacing the product.
• Reducing the price.
• Issuing a partial or full refund when an appropriate repair or replacement is unavailable.

12. Lost or undelivered return parcels

Customers are responsible for the return parcel until it reaches the return address provided by us, except where we arranged the return shipment.

We strongly recommend using tracked shipping. Turgo QR cannot normally issue a refund for a return parcel that cannot be located or shown as delivered.

13. Contact information

For return, cancellation, product issue or refund requests, contact:

• Email: info@turgomedia.com
• Phone: +971 56 574 2752
• WhatsApp: +46 72 228 22 21

Please include your order number in all messages relating to an existing purchase.

Turgo QR is a commercial brand operated by ADVERTISING ALSAAADA SAFERAT SERVICES.