Thousands of happy customers Worldwide | 3m+ Barcodes sold globally | 10,000+ scans each day

Refund Policy

This policy summarises when we refund Barcode Numbers, printed labels and services. It matches clause 12 of our Terms and Conditions, which apply if anything here is unclear.

Why we don’t offer change-of-mind refunds

Barcode Numbers are digital products that are assigned to you and delivered by email immediately. Once we assign a number, we cannot safely reuse it because we cannot confirm whether it has already been printed on a product. For this reason, we do not offer refunds if you change your mind or order more numbers than you need.

When we will refund Barcode Numbers

We will refund the price you paid for Barcode Numbers if:

  1. We made an error. A Barcode Number we assigned is not unique, or the Barcode Files we supplied do not correctly encode your number, and we cannot fix the problem by replacing the number or files.
  2. An unlisted retailer refuses them. A retailer that is not listed on our Barcode Acceptance page at the time of your purchase refuses to accept our Barcode Numbers, and you send us written confirmation of this from the retailer within 30 days of your purchase.
  3. The law requires it. We are otherwise required to refund you by law.

What happens to refunded numbers

When we refund Barcode Numbers, we cancel those numbers and mark them in our database as not to be used on products. You must not use them after a refund.

Printed labels

If physical printed adhesive labels arrive damaged, misprinted or defective because of an error on our part, we will replace them free of charge or refund what you paid for them. Please let us know within 30 days of delivery, with a photo of the issue if you can.

Printed labels are customised goods made to your order. They are not refundable if we printed them accurately according to the numbers or specifications you supplied, so please check your order details carefully before submitting your order.

Services and Dynamic QR Codes

One-off services
You can cancel a service, such as barcode verification or artwork, for a full refund if we haven’t started it yet. If we have started, we’ll refund the part of the price for work we haven’t done yet.

Dynamic QR Codes
Dynamic QR Codes are hosted for a fixed term and keep working for as long as you renew the hosting. They are covered by our Fair Use Policy.

  • Expiry. If you don’t renew, the QR code will stop redirecting. We’ll email you at least 30 days before it expires.
  • If we stop the service. If a paid Dynamic QR Code stops working for any reason other than non-payment or a breach of our Terms, we’ll give you at least 30 days’ notice.
  • Suspension. We may suspend a QR code that points to unlawful, harmful or misleading content, or that breaches our Fair Use Policy. Where we can, we’ll contact you first.
  • Cancelling. Hosting and renewal fees cover the whole term and aren’t refunded part-way through. The exception is if we end the service early; in that case, we’ll refund the unused portion.

When we don’t refund

  • Change of mind or over-ordering. See above.
  • Retailers we list as not accepting our barcodes. We don’t refund Barcode Numbers bought for a retailer that our Barcode Acceptance page listed, at the time of your purchase, as not accepting our barcodes. Please check that page before you buy.
  • Country prefix. Our Barcode Numbers usually begin with 06 or 07, the prefix they were originally issued under. The prefix shows where a number was issued, not where a product was made, so it is not a reason for a refund. This is explained on our product and FAQ pages before you buy.

How to ask for a refund

Email us at [email protected] with your order number, the items concerned and, where relevant, the retailer’s written refusal or a photo of the faulty labels. We reply within one business day, Monday to Friday.

Nothing in this policy limits any rights you have under law that cannot be excluded by contract.