Refund Policy – Phomemo

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Refund Policy

To help you enjoy shopping at Phomemo, we have a Refund Policy. Here are several different terms that meet your requirements. 

Special case for the delivered orders:

1. The Logistics information shows that the order has been delivered, but you have not received the package.

For example: Mike checked the logistics information, and the logistics information showed that it had been delivered, and the delivery place was a mailbox,but Mike haven't receive the package.

*In this case, according to the post office, it will take 60 days to investigate. After 60 days, if there are no results, we will re-shipped or refund.

 2.The Logistics information shows that the order has been arrived in the destination country, but it hasn't been delivered for a long time(more than two weeks) due to local reasons.

      For example: Mike checked the logistics information, and the logistics information showed that it had been arrived in the destination country(as the logistics show below). 

*In this case, since we cannot control the local logistics situation, in general, refunds are not allowed. But we will return 5% of your payment as compensation.

 

  • Returns and Refunds

Phomemo allows unconditional returns for most items within 7 days after the date of receipt. Items that are damaged, defective, or not as described on the website can be returned within 30 days.

Returns and Refunds Eligibility

Reasons for return/refund

Defective items or items with quality issues

Items damaged during shipping, items with missing parts or not as   described on the website

Others e.g. personal reasons

Order delivered but without reception

Description

Items must be inspected by a designated or authorized after-sales   service center, who will issue an inspection report, or inspected by a Phomemo   after-sales service team

Damages include leaks, cracks, and loss of function.  Missing parts refer to the absence of original parts   and components of the item.

Items can be refunded due to other reasons only if the item is   returned intact with all accompanying accessories and packaging, in a   re-sellable condition.

The Logistics information shows that the order has been delivered, but you have not received the package.

7-day unconditional return

Eligible

Eligible

Eligible

Not eligible

30-day return (due to quality issues)

Eligible

Not eligible

Not eligible

Not eligible

60-day return(due to transportation problems)

Eligible Eligible Not eligible Eligible

1-year maintenance and repair (due to quality   issues)

Yes

Applicable to all machines (including re-shipped machines)

 

Yes

Applicable to all machines (including re-shipped machines)

 

Not eligible

Yes

Applicable to all machines (including re-shipped machines)

Shipping costs paid by customer?

No

No

Yes

No

Remarks

You may be required to provide  a clear   photo and video of the item to support your claim.

You may be required to provide a clear photo and video of the item  to support your claim.

Return shipping costs and taxes are paid by the customer

It will take 60 days to investigate. After 60 days,
if there are no results, we will re-shipped or refund.

 

  • Date of Receipt and Return Window Period

The date of receipt used to calculate the return window period is based on the actual day of Signed date shown in the logistics information. If you miss the return window as a result of late delivery or incorrect information displayed on the logistics platform, please contact our customer service team for assistance.

 

  •  Non-returnable Items

  1. Items that will depreciate in value once used(Paper).
  2. Items that cannot be returned intact i.e. in its original condition with all accompanying accessories and trademarks.
  3. Items not purchased from Phomemo.
  4. Items that have quality issues as a result of unauthorized repairs, misuse, negligence, water damage, modifications, or improper installation, or items with the label, device serial number, or security label torn or altered.
  5. Items with information inconsistent with that on the warranty certificate.

 

  • Other Rules of Return

  1. Items must be returned along with any accompanying free gifts for a full refund.
  2. Carefully inspect your purchase at the time of receipt. If the packaging or item is damaged, and you would like to reject receipt of the package, please inform the delivery personnel immediately. If you discover any defects after confirming receipt of your item, you may be required to provide a photo and video of your purchase for verification.
  3. Phomemo reserves the right to issue a refund without a return of the item.
  4. Phomemo will provide a return shipping address, and you provide and pay for your own mailing label.
  5. Returned items must be returned with all accompanying accessories.
  6. Phomemo will assume responsibility of returned items upon their arrival at the designated place.