Returns, Refunds & Warranty Policy

We are very glad that you have chosen to purchase a Phomemo product. However, if you are experiencing a need for a refund or return, please be aware of the following policy.

Cancellation

Customers can request a full refund within 12 hours after placing an order on phomemo.com.

Please note that if you place an order after 12 hours and we have processed your order for shipment, we will not be able to process a refund.

Return

All Phomemo products come with a 30-day money back guarantee. We utilize state-of-the-art engineering and the best possible materials in use to ensure our customers’ satisfaction. If, however, You are not satisfied with your purchase for any reason, simply return the product within 30 days of the purchase.
To be eligible for a return, your item must:
●Be purchased directly from the Phomemo Website*.
●Have all the original packaging and manuals, etc.
●Be returned within 30 days of receipt of the package.

* For purchases from an authorized dealer / re-seller, please contact the center directly as we won’t be able to access your payment details.If the returned item does not meet the requirements listed above, there will be a restocking fee or you’ll be issued a store credit instead.

For all orders, if it is a printer issue that needs to be sent back to Phomemo for analysis, the shipping costs will be borne by Phomemo and not by the user. If the user is not satisfied with the goods received or other non-product quality issues and needs to return the goods, the user will be responsible for the logistics costs of returning the goods. However, if the problem is a product quality issue, Phomemo's technical team will evaluate the issue and confirm that it does not need to be sent back for analysis, and it is up to the user to decide whether to send a new printer for free or get a refund.

To start your return, please send an email to support@phomemo.com with your order number. Refunds will be issued within 3 business days of receipt of the returned goods.

Please note that a double shipping fee may be deducted from the original payment if you reject the shipments.

Return Process

Contact support@phomemo.com to start the return process. Please provide them with your order number or the email address where you placed the order for confirmation.

You will receive instructions on how to properly pack the products and return them to us. Please make sure all components are included in the package.

It should be noted that the return of goods requires the customer to bear the shipping cost of sending back the goods and provide the logistics tracking number to our support team, and we will process the relevant refund within 3 working days upon receipt of the returned goods.

Non-returnable items

Items that cannot be resold after use (e.g., paper or labels).
Items that cannot be returned in their entirety, and you need to return them in their original condition with all packaging, accessories, and trademarks.
Items not purchased from www.phomemo.com (official website).
Items with quality problems caused by unauthorized repair, misuse, negligence, water damage, modification or improper installation, or items with torn or altered labels, equipment serial numbers or safety tags.
Items that do not match the information on the warranty certificate.
Items that the shopping page on the official website specifies as non-returnable or non-exchangeable once sold.

Other Return Rules

For a full refund, the item must be returned with any accompanying gift.
Please inspect the item carefully when you receive it. If the package or item is damaged, you need to refuse the package and notify the delivery person immediately. If you find any defects in the merchandise after confirming receipt, you may need to provide photos and videos of the merchandise for verification.
If there are special circumstances verified by the phomemo team, you will be able to receive a direct refund without having to send back the item.
If it is determined that the defect is not due to the quality of the Phomemo product, you will be responsible for the courier fees incurred in returning the item.
Returned items must be returned with all accessories.

Refund

In all cases where a refund is confirmed in consultation with the user, we will process the appropriate refund within 3 business days. We will notify you by email when your order has been refunded. If you have not received a refund after 7 business days, please contact us at support@phomemo.com.

We are unable to offer exchanges or refunds for any personalized products. Refunds can only be made via your original method of payment.

Warranty

The warranty period is 1 year from the date of the purchase unless otherwise stated. During warranty period, if your product malfunctions, it will be replaced based on Phomemo’s Terms of Service. To be eligible for the Warranty Program:
●You must be the initial purchaser of the new product from Phomemo or one of its authorized dealers
●The product has been properly maintained, not abused, misused, altered, modified, or repaired
●Report the problem to Phomemo within 10 days of discovering it.
●All work under the warranty must be performed by Phomemo.
●All returned products must be shipped to our address, freight prepaid, accompanied by a dated proof of purchase.
●The purchaser voids this warranty if he, she or others attempt to repair, service or alter the product in any way.
●This warranty does not apply in the event of accident, abuse, improper. installation, unauthorized repair, tampering, modification, fire, flood, collision or other damage from external sources, including damage which has been caused by user replaceable parts.

How do we calculate the refund or return period?

We calculate the return date and warranty period from the day your courier parcel is signed for. If you have missed your return date due to a delayed shipment or incorrect information displayed on the shipping platform, please contact support@phomemo.com for assistance.