Refund policy
Last updated: June 6, 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.
Return request window
For standard unused items, customers may contact us within 14 days after delivery to request return authorization.
Please contact us before returning any item. Products sent back without prior approval may not be accepted.
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:
- Customized machinery or OEM/ODM equipment
- Special-order products or made-to-order parts
- Voltage-specific, plug-specific, or application-specific customized items
- Used, installed, modified, or repaired products
- Opened consumables or packaging materials
- Products damaged by misuse, incorrect installation, incorrect voltage, improper storage, unauthorized repair, or normal wear
- 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:
- Order number
- Product name or model
- Clear photos or videos of the issue
- Photos of the package, shipping label, and outer carton
- 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
Orders may be cancelled before shipment if production, procurement, customization, testing, or packing has not started.
For customized equipment, special-order goods, machinery, or prepared orders, cancellation may involve reasonable material, production, testing, packing, or restocking costs if work has already started.
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 5 to 10 business days after approval. Banks, card issuers, PayPal, and other payment providers may require additional processing time.
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.
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
Website: https://fmfpack.com