Service Policy

Warranty Policy

• Warranty period: All thermal printers have a 1-year warranty from the date of purchase. During the warranty period, if the device fails due to product quality issues, we will provide free repair or replacement services.

• Warranty coverage: During the warranty period, if the device fails due to production defects, we will bear the repair costs. Common problems include but are not limited to hardware damage, print quality problems, connection failures, etc.

• Exclusions from warranty: The following situations are not covered by
• Improper use, misoperation or unauthorized repair.
• External damage (such as liquid penetration, physical impact, etc.).
• Use of non-original consumables (such as inappropriate thermal paper, ink ribbon, etc.).
• Damage caused by abnormal working environment (overheating, excessive humidity, strong magnetic interference, etc.).

Technical Support

• Telephone and online support: We provide 24/7 technical support. You can contact our technical team by phone, email or online customer service.

• Remote troubleshooting: We provide remote support, and our technical team can help diagnose and solve printer problems through remote connection.

• On-site technical service: For situations where on-site repairs are required, we provide on-site technical support. The cost depends on your location and service content.

Return and Exchange Policy

• Return Policy: Within 7 days from the date of purchase, you can apply for a return due to product quality issues or unsuitability. The returned product must be in a complete and unopened state.

• Exchange Policy: During the warranty period, if there is a non-human fault in the thermal printer, you can apply for a replacement. The replacement product will have the same or higher configuration as the original product.

Return and Exchange Process: Please contact the customer service team in advance and provide relevant proof of purchase, product failure description and problem photos. We will guide you through the return and exchange procedures.