Returns, Refunds & Warranty Policy

Return, Refund & Warranty Policy

We are delighted that you have chosen a Phomemo product. Should you nevertheless require a refund or return, please observe the following policies.

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 regret that we can no longer process a cancellation or refund.

Return Policy (30-day Money-Back Guarantee)

All Phomemo products come with a 30-day money-back guarantee. We rely on 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.

Requirements 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, shipping costs will be borne by Phomemo and not by the user. If the user is not satisfied with the goods received or there are other non-quality-related issues and wishes to return the goods, the user is responsible for the logistics costs of the return. However, if it is a product quality issue, the Phomemo technical team assesses the problem 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 issued.

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 receipt of 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: Contact eusupport@phomemo.com to initiate the return process. Please provide your order number or the email address used for purchase for confirmation.

  2. Receive Instructions: We will provide you with precise instructions on how to properly package and return the products 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 original condition with all packaging, accessories and brand labels).

  • Items not purchased on 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.

  • Obligation to check upon receipt: Please check the goods carefully upon receipt. If the package or item is visibly damaged, please refuse acceptance and inform 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 once 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: For personalized products, we cannot offer exchange or refund. Refunds can only be processed via your original payment method for security reasons.

Warranty Policy

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

Requirements 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 without authorization.

  • 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.

  • Warranty void: The buyer loses all warranty claims if they or third parties attempt to repair, maintain, or modify 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. Should you have missed your return deadline due to a delayed 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

Please feel free to contact us with any questions or problems.