Refund Policy

Return, Refund & Warranty Policy

We are delighted that you have chosen a Phomemo product. Should you ever require a refund or return, please note the following guidelines.

Refund or return, please note the following guidelines.

Cancellation

After placing an order on eu.phomemo.com, customers can request a full refund as long as the order has not yet been processed for shipping.

📌 Please note: Once your order is in the processing phase, we unfortunately cannot process cancellations or refunds.

Return Policy (30-Day Money-Back Guarantee)

All Phomemo products come with a 30-day money-back guarantee. We use state-of-the-art technology and the best possible materials to ensure our customers' satisfaction. However, if for any reason you are not satisfied with your purchase, you can simply return the product within 30 days of receiving the package.

Prerequisites for a return:

  • The product must have been purchased directly from the Phomemo website*.

  • The product must include all original packaging, manuals, etc.

  • The return must be made within 30 days of receiving the package.

  • The product must be in its original condition with all accessories, packaging, and manuals, and show no signs of use, damage, or markings.

Please note:

  • For non-quality related returns, customers are responsible for return shipping costs and duties.

  • If the return is due to a product quality issue, Phomemo will cover the return shipping costs and duties.

*For purchases from an authorized dealer / reseller, please contact them directly, as we do not have access to your payment information. If the returned item does not meet the above requirements, a restocking fee will be charged or you will receive store credit instead.

For all orders: If it is a printer problem where the device needs to be returned 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 received goods or there are other non-quality related issues and wishes to return the goods, the user is responsible for the logistical costs of the return. However, if it is a product quality issue that the Phomemo technical team evaluates and confirms that the device does not need to be returned for analysis, it is up to the user to decide whether a new printer should be sent free of charge or a refund granted.

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

Please note that a double shipping fee may be deducted from the original payment if you refuse delivery of the shipment.

Return Process

  1. Contact us: Contact eusupport@phomemo.com to initiate the return process. Please provide your order number or the email address used for the purchase for verification.

  2. Receive instructions: We will provide you with precise instructions on how to properly package the products and return them to us. Please ensure that all components are included in the package.

  3. Shipping & Refund: The customer bears the shipping costs for the return and provides our support team with the tracking number. Upon receipt of the return, we will process the corresponding refund within 3 business days.

Items excluded from the return policy

  • Items that cannot be resold after use (e.g., already used printer paper or labels).

  • Items returned incomplete (You must return the goods in their original condition with all packaging, accessories, and brand labels).

  • Items not purchased from www.eu.phomemo.com (official website).

  • Items with quality defects caused by unauthorized repair, misuse, negligence, water damage, modification, or improper installation, as well as devices with damaged or altered serial numbers, seals, or security tabs/labels.

  • Items whose data does not match the information on the warranty certificate.

  • Items explicitly marked as "excluded from exchange and return" on the product page in the official online store.

Further Return Rules

  • Free gifts: For a full refund, all gifts or freebies included in the delivery must also be returned.

  • Duty to inspect upon receipt: Please inspect the goods carefully upon receipt. If the package or item is visibly damaged, please refuse acceptance and notify the delivery person immediately. If you discover defects in the goods after confirming receipt, you must provide our team with photos and videos of the goods for verification.

  • Special regulations: If there are special circumstances verified by the Phomemo team, you may receive a direct refund without having to return the item.

  • No product defect: If it is determined that the defect is not due to the quality of the Phomemo product, you will bear the courier fees incurred for the return.

Refund

In all cases where a refund has been confirmed after consultation with the user, we will process it within 3 business days. We will notify you by email as soon as the refund has been issued. If you have not received a credit after 7 business days, please contact us at eusupport@phomemo.com.

💡 Please note: We cannot offer exchanges or refunds for personalized products. For security reasons, refunds can only be made via your original payment method.

Warranty Policy (Guarantee)

The warranty period is 1 year from the date of purchase, unless otherwise stated. If your product malfunctions within the warranty period, it will be replaced based on Phomemo's General Terms and Conditions.

Prerequisites for claiming warranty:

  • You must be the original purchaser of the new product from Phomemo or an authorized dealer.

  • The product has been properly maintained and has not been misused, abused, altered, modified, or repaired by unauthorized persons.

  • The defect must be reported to Phomemo within 10 days of discovery.

  • All warranty work must be performed by Phomemo.

  • All returned products must be sent freight prepaid (shipping paid in advance) to our address, along with a dated proof of purchase.

  • Loss of warranty: The buyer loses any warranty claim if he or third parties attempt to repair, maintain, or alter the product in any way.

  • This warranty does not apply to accidents, misuse, improper installation, unauthorized repair, tampering, modification, fire, flood, collisions, or other damage from external sources (including damage caused by user-replaceable parts).

How do we calculate the return or warranty period?

We calculate the return date and warranty period from the day your package was successfully delivered/signed for according to tracking. If you missed your return period due to late delivery or incorrect information on the shipping platform, please contact eusupport@phomemo.com so we can assist you.

Customer Service & After-Sales Contact

Email: eusupport@phomemo.com

If you have any questions or problems, please feel free to contact us at any time.