At Thermal Print Shop, customer satisfaction is a priority. We understand that sometimes returns or refunds may be necessary. This policy outlines the conditions under which we accept returns, issue refunds, and handle warranty claims. By making a purchase, you agree to the terms outlined below.

1. Returns Eligibility

We accept returns under the following conditions:

  • Defective or Damaged Products: If you receive a product that is faulty, damaged, or does not function as described, you may return it for a replacement, repair, or refund.
  • Incorrect Items: If you receive an incorrect item, please contact us within 7 days of receipt to arrange for an exchange or refund.
  • Change of Mind: In most cases, items returned due to a change of mind may be eligible for a refund, subject to a 15% restocking fee. Items must be unopened, unused, and in original condition, including all packaging materials and accessories.

Some products, such as custom-made or personalized items, are not eligible for return unless they are defective or incorrect.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our support team at [email protected] with your order number and reason for return. If the product is defective, please provide photos or a description of the issue.
  2. Receive Authorization: We will review your request and provide a Return Authorization (RA) number, along with instructions on how to return the item. Unauthorized returns will not be accepted.
  3. Prepare the Item: Securely package the item(s) with all original components and include your RA number on the package. Customers are responsible for return shipping costs unless the item is defective or incorrect.

Returns should be sent to the address provided in the return instructions. We recommend using a trackable shipping service as we are not responsible for items lost during return transit.

3. Refunds

Refunds are issued in the original form of payment and may take 5-10 business days to process after we receive the returned item. The following conditions apply:

  • Full Refunds: Issued for defective or incorrect items, including any associated shipping costs.
  • Partial Refunds: A partial refund may be issued if an item shows signs of use or missing components upon return.
  • Restocking Fee: A 15% restocking fee applies to items returned due to change of mind.

Refunds for items damaged due to improper handling or packaging by the customer may be denied or adjusted accordingly.

4. Exchanges

For defective or incorrect items, we offer exchanges at no additional cost. If you wish to exchange an item for a different model or product, please contact us within 7 days of receiving your order. Exchanges are subject to product availability. If the requested exchange item is out of stock, we will issue a refund.

5. Warranty and Repairs

All products sold by Thermal Print Shop are covered by a manufacturer’s warranty, typically ranging from 3 to 12 months, depending on the product. The warranty covers defects in materials or workmanship under normal use.

Warranty Claim Process:

  1. Report the Issue: Contact us with a description of the issue and proof of purchase.
  2. Evaluation: We may request additional information or images to assess the problem.
  3. Resolution: Depending on the nature of the issue, we may repair or replace the item, or issue a refund if a suitable solution is unavailable.

Please note that warranties may be voided by improper installation, handling, or modifications. Warranty claims for third-party repairs or unauthorized alterations will not be honored.

6. Non-Returnable Items

Certain items are not eligible for return or refund, including:

  • Custom-made or personalized items
  • Clearance or final sale items
  • Products damaged due to misuse or alterations

7. Shipping Costs

Customers are responsible for return shipping costs unless the item is defective or incorrect. We will cover the cost of shipping replacement items back to you. Shipping fees for the original order are non-refundable unless the return is due to our error.

8. Refund Processing Time

Once we receive and inspect your return, we will notify you of the status of your refund. Approved refunds are typically processed within 5-10 business days. Please allow additional time for your bank or payment provider to process the transaction.

9. Contact Us

If you have any questions about our Refund and Returns Policy or need assistance with a return, please reach out to our support team:

Thermal Print Shop
Email: [email protected]
Phone/WhatsApp: +86 18480638554
Address: No. 368 Wenyi Road, Gongshu District, Hangzhou City, Zhejiang Province, China
Website: https://thermalprintshop.com/contact/