Refund policy

Last updated: May 30, 2026

FMF Pack supplies packaging machinery, equipment, spare parts, packaging materials, and industrial supplies. Return and refund handling depends on product type, order status, customization, use condition, and shipping method.

Return request window

For standard unused items, customers may contact us within 14 days after delivery to request a return authorization. Please contact us before returning any item. Items sent back without prior approval may not be accepted.

Return eligibility

To be eligible for return, the item must be unused, uninstalled, undamaged, clean, complete, and in its original packaging with all accessories, manuals, labels, and documents included.

The following items are generally not returnable unless they are confirmed to be defective or incorrectly supplied by FMF Pack: customized equipment, special-order machinery, voltage-specific customized items, made-to-order parts, used or installed spare parts, consumables, opened packaging materials, final sale items, and products damaged by misuse, incorrect installation, incorrect voltage, unauthorized repair, or normal wear.

Damaged, defective, or incorrect items

If goods arrive damaged, defective, missing parts, or different from the confirmed order, please contact us within 7 days after delivery. Customers should provide order information, photos, videos, packaging photos, carrier documents, and a clear description of the issue. After review, we may offer repair guidance, replacement parts, replacement shipment, partial refund, return, or full refund depending on the confirmed issue.

Return shipping cost

For returns caused by customer preference, wrong selection, wrong voltage or plug choice, compatibility issues not confirmed before payment, or change of mind, the customer is responsible for return shipping costs and any related customs, duty, or handling costs. If the return is caused by a confirmed FMF Pack error or confirmed product defect, FMF Pack will provide a reasonable solution and may cover reasonable return or replacement shipping costs.

Order cancellation

Orders may be cancelled before shipment if production, procurement, customization, testing, or packing has not started. Customized equipment, special-order goods, machinery, and prepared orders may incur reasonable costs if cancellation is requested after work has started.

Refund timing

After an approved return is received and inspected, we will notify the customer of the result. Approved refunds will be processed to the original payment method where possible within 5 to 10 business days after approval. Banks, card issuers, and payment providers may require additional processing time.

For any return, refund, warranty, or order issue, contact us at sales@fmfpack.com or WhatsApp +86 158 1830 7991.