Politica de rambursare

Last updated: July 27, 2026

FMF Supply (FMF Pack) sells packaging machinery, filling equipment, sealing machines, labeling systems, spare parts, packaging materials, and industrial supplies for global buyers. Because many products are industrial, heavy, customized, or application-specific, returns and refunds are reviewed based on product type, order status, customization, usage condition, and shipping method.

Where this policy applies

This return and refund policy applies only to orders shipped to the countries and regions currently covered by our Google Merchant Center return policy settings: Algeria, Angola, Argentina, Australia, Austria, Bahrain, Bangladesh, Belarus, Belgium, Brazil, Bulgaria, Cambodia, Cameroon, Canada, Chile, Colombia, Costa Rica, Cote d'Ivoire, Croatia, Cyprus, Czechia, Denmark, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, Finland, France, Georgia, Germany, Ghana, Greece, Guatemala, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Kazakhstan, Kenya, Kuwait, Latvia, Lebanon, Lithuania, Luxembourg, Madagascar, Malaysia, Malta, Mauritius, Mexico, Moldova, Monaco, Morocco, Mozambique, Myanmar (Burma), Nepal, Netherlands, New Zealand, Nicaragua, Nigeria, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Romania, Russia, Saudi Arabia, Senegal, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Tunisia, Turkey, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam, Zambia, and Zimbabwe.

If a destination is not available in checkout or is not included in the Merchant Center return policy coverage above, we do not offer a standard online return policy for that destination unless FMF Supply confirms it in writing before payment or shipment.

Return request window

For standard unused items, customers may contact us within 14 days after delivery to request return authorization.

For eligible consumer orders shipped to European Union destinations where FMF Supply sells directly online, customers may request withdrawal or return within 14 days after the item is delivered. Mandatory consumer-protection rights that provide stronger protection continue to apply.

Please notify us before returning any item so that we can provide the correct return instructions. For an eligible European Union withdrawal, a timely request through the customer account or another clear withdrawal statement is sufficient to exercise the right; it is not subject to discretionary approval.

Online return and cancellation requests

Customers can submit eligible return or cancellation requests from their customer account at https://account.fmfpack.com/orders. A return request can be submitted for fulfilled items that are eligible under this policy. A cancellation request can be submitted for unfulfilled items within 24 hours after the order is placed.

Submitting a request does not automatically approve a return, cancellation, refund, or replacement. FMF Supply reviews each request and may ask for order details, photos, videos, packaging photos, shipping documents, or technical information before confirming the next step.

Return eligibility

To qualify for return, the product must be unused, uninstalled, undamaged, clean, complete, and kept in its original packaging.

All accessories, manuals, spare parts, labels, documents, and original packing materials must be included.

Items that are usually not returnable

The following items are generally not eligible for return unless they are confirmed to be defective or incorrectly supplied by FMF Supply:

  1. Customized machinery or OEM/ODM equipment
  2. Special-order products or made-to-order parts
  3. Voltage-specific, plug-specific, or application-specific customized items
  4. Used, installed, modified, or repaired products
  5. Opened consumables or packaging materials
  6. Products damaged by misuse, incorrect installation, incorrect voltage, improper storage, unauthorized repair, or normal wear
  7. Final-sale or clearance items

Damaged, defective, missing, or incorrect items

If goods arrive damaged, defective, missing parts, or different from the confirmed order, please contact us within 7 days after delivery.

Please provide:

  1. Order number
  2. Product name or model
  3. Clear photos or videos of the issue
  4. Photos of the package, shipping label, and outer carton
  5. A short description of what happened

After review, FMF Supply may provide repair guidance, replacement parts, replacement shipment, partial refund, return approval, or full refund depending on the confirmed issue.

Return shipping costs

For returns caused by customer preference, wrong selection, change of mind, incorrect voltage or plug choice, or compatibility issues not confirmed before payment, the customer is responsible for return shipping costs and related customs, duty, tax, storage, or handling fees.

If the return is caused by a confirmed FMF Supply error or verified product defect, we will provide a reasonable solution and may cover reasonable return or replacement shipping costs.

We recommend using trackable shipping for all approved returns. FMF Supply is not responsible for returned items lost or damaged in transit.

Order cancellation

Customers may submit a cancellation request within 24 hours after the order is placed, provided the relevant items have not been shipped. Requests can be submitted from the customer account.

Cancellation requests submitted after the 24-hour window are not eligible under the standard cancellation rule. Mandatory consumer-protection rights that provide stronger protection continue to apply.

After shipment, cancellation will normally be handled as a return request.

Refund timing

After an approved return is received and inspected, we will notify the customer of the review result.

Approved refunds will be issued to the original payment method where possible within 3 to 7 business days after approval. Banks, card issuers, PayPal, and other payment providers may require additional processing time.

For eligible European Union withdrawal requests, FMF Supply processes refunds promptly and within the legally required period after the request and return status are confirmed. Where allowed by law, we may wait until returned goods are received or the customer provides proof that the goods have been sent back.

Except for amounts that must be refunded under the European Union consumer rights section below, shipping fees, customs duties, taxes, remote delivery fees, and payment service charges may not be refundable unless the issue was caused by a confirmed FMF Supply error.

European Union consumer rights

This section applies to eligible business-to-consumer distance purchases delivered to a European Union member state. It supplements this policy. If a mandatory consumer-protection rule gives the customer stronger rights, that rule prevails.

  • Withdrawal period. Eligible EU consumers may withdraw without giving a reason within 14 days after the consumer, or a person nominated by the consumer other than the carrier, receives the item. A clear withdrawal statement may be submitted through the customer account or by email to sales@fmfpack.com. The online request function remains available during the withdrawal period and provides an electronic acknowledgement.
  • Returning goods. After giving notice, the consumer must send the goods back without undue delay and no later than 14 days after notifying us, unless we agree otherwise. The consumer bears the direct return cost only when this responsibility was clearly disclosed before purchase. For goods that cannot normally be returned by post, the applicable quotation or order information must provide an estimate of the return cost. If required cost information was not supplied before the contract, the consumer will not be charged that return cost.
  • Refunds. We will refund payments due under the withdrawal right, including the cost of the least expensive standard outbound delivery offered for the order, without undue delay and no later than 14 days after receiving the withdrawal notice. Any extra cost for an upgraded or express delivery method is not refundable unless required by law. We may withhold the refund until we receive the goods or the consumer supplies evidence that the goods were sent back, whichever occurs first. Refunds use the original payment method unless the consumer expressly agrees otherwise and incurs no fee as a result.
  • Inspection and diminished value. The consumer may inspect the goods as they could reasonably do in a physical shop. The consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Original packaging is requested for safe industrial transport, but it will not remove a mandatory withdrawal right where applicable law does not allow that condition.
  • Exceptions. Withdrawal exceptions apply only where the law permits them. This can include goods made to the consumer's specifications or clearly personalized. A final-sale label, a custom-product clause, or this policy does not remove mandatory remedies for goods that are defective or do not conform to the contract.
  • Legal conformity guarantee. EU consumers have a minimum two-year legal guarantee from delivery for goods that do not conform to the contract. Goods must match their description, possess the agreed quality and functionality, and be fit for their normal and agreed purpose. Where the legal conditions are met, remedies include free repair or replacement and, when those remedies are unavailable, disproportionate, unsuccessful, or not completed within a reasonable time, an appropriate price reduction or termination and refund. The request in this policy to report visible damage within 7 days, and any separate commercial warranty, does not limit these mandatory rights.

Model withdrawal form for EU consumers

Use of this form is optional. You may copy it into an email or send another clear statement.

To: Foshan Fumingfei Trading Co., Ltd., 3-2203, Zhongyi Mingdu Plaza, No. 1 Yongtong Road, Jinliang Community, Daliang Street, Shunde District, Foshan, Guangdong 528300, China; sales@fmfpack.com.

I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:

  • Order number and goods:
  • Ordered on / received on:
  • Consumer name:
  • Consumer address:
  • Consumer email:
  • Signature (only if this form is submitted on paper):
  • Date:

Contact us

For return, refund, warranty, or order issues, please contact us before sending anything back.

Email: sales@fmfpack.com
WhatsApp: +86 158 1830 7991
Customer account: https://account.fmfpack.com/orders
Website: https://fmfpack.com