Return and Refund process
1. Return period
Our return period is 30 natural days, that is, you have 30 natural days to apply for a return from the date you receive the product.
Return due to quality issues: If the product has functional defects, you can apply for a return or exchange within 30 days after signing for it.
2. Return conditions
Your product must meet the following conditions before it can be returned:
The product is unused, undamaged, and the accessories and packaging are complete (including power cord, manual, warranty card, etc.).
Provide the original order number and valid purchase receipt.
For returns and refunds, you need to provide 5-10 clear product photos or videos (including the entire product, serial number, problem parts, etc.).
Not the following:
Man-made damage (such as fall damage, liquid intrusion).
Unauthorized self-disassembly or repair.
Thermal head wear or failure caused by improper use by the customer.
3. Return process
Contact customer service: Submit a return request through [customer service email/online form], indicating the order number, reason for return and product status photos.
Review confirmation: We will review and notify the result by email within 2 working days, with the return address (address within China) attached.
Return the goods:
Customers are responsible for the international return shipping costs (except for quality issues).
It is recommended to use a trackable logistics service (such as DHL, FedEx) and keep the logistics order number.
Refund processing:
After receiving the return and passing the inspection, the original refund will be made to the payment account within 7-14 working days.
Only the product amount will be refunded, excluding the original shipping fee and tax.
4. Return policy details
Please check after receiving the order. If the product is defective, damaged or you received the wrong product, please contact us within 24 hours so that we can evaluate the problem and correct it. If the product is found to be defective or missing accessories, please contact us within 24 hours and we will replace or resend it free of charge.
For other reasons, such as: you no longer need it, or you accidentally bought the wrong product. You can cancel the order within 24 hours after confirming the order. If the order has been shipped, you need to return the product after receiving it, and bear the round-trip shipping costs, and charge 20% of the purchase price of the product. If you notify us within 48 hours of purchase that we need to cancel the order, we will charge a return fee of $500.
Note: We will not accept returns without prior return application or if the return application is not approved. Otherwise, the loss will be borne by you.
5. About return and exchange shipping costs
① If you find that the product has quality problems after receiving the goods, we will accept the return after providing relevant packaging. We will bear the shipping cost when sending it back.
② If you find that the product is wrong after receiving the goods, please contact us and provide your order number. After confirming that the product is correct, you can choose to return or exchange it, and we will bear the shipping cost of return and exchange.
③ If the return is not due to quality problems and the buyer's own reasons, the buyer shall bear the return postage and re-shipping shipping costs.
6. How to return or exchange goods
Return or exchange application: Please contact our customer service email sales12@csntek.com or sales07@csntek.com to apply for return or exchange. We estimate that it will take 1 to 3 working days to process the application. After the application is approved, please send the goods you need to return together with the product list to the address in the return confirmation email.
If you use an unchecked courier to return the goods, the company will not be responsible for the loss, damage or misdelivery of the goods. Please understand.
7. Notes on international returns
Tariffs and taxes: When returning goods for non-quality issues, import tariffs and value-added tax may not be refunded and must be borne by the customer.
Transportation risks: The customer is responsible for damage or loss of goods during the return, and it is recommended to purchase transportation insurance.
Rejection: If the return does not meet the policy requirements (such as missing accessories), we will refuse to accept and notify the customer, and the freight will not be compensated.
8. About refunds
It may take 1-3 working days after we receive and inspect your return.
After confirmation, we will refund you through your original payment method.
The specific time you receive the refund depends on the payment company you use, usually 7-14 working days.
If you have any questions, please contact customer service email:. The following products are not returnable:
Customized products do not support return or exchange.
9. Warranty Service
All thermal printers enjoy a 1-year limited warranty (from the date of receipt), covering functional failures not caused by human factors.
During the warranty period, you can contact customer service to apply for free repair or replacement, and you need to provide video/photo proof of the failure.
The warranty does not cover consumables (such as thermal paper) and appearance damage.