Refund policy
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Refund policy

Warranty & Return Policy

1.What is EM-Smart’s return/refund/exchange policy?
Please see the chart below for more details.

2.What should I do if any accessory is broken?
Please send mail to [email protected] to get a good solution. We have an R&D team to handle this on time.

3.Does EM-Smart offer a warranty?
We provide a 2 years warranty for all EM-Smart machines. Besides, we also provide services including technical support via live chat, email or remote control, spare parts, field maintenance, and repair (If a local distributor is available).

4.Do you have any manuals or video tutorials?
Yes. It will come with the EM-Smart machine. You may also find it on our YouTube channel.

5. How can I get in touch with the EM-Smart representative?
Please send an email to [email protected] to get in touch with us.

6. Can I cancel the order and get a refund?
You are free to cancel your order at any time and get a refund before shipping. However, after shipping, the shipping fees, customs charges, and service fees will be deducted from your order refund.

7. If I refuse to accept the package, how much refund will I get?
Because it's international shipping, if you refuse to sign for the goods for any reason, the shipping fees (send & return), customs charges (import & export), and service fees will be deducted from your refund. In this circumstance, any loss or damage to the goods will be your responsibility. Please kindly understand and plan your order in advance.

1. Time: "1 month" "2 years" and "7 days" calculated from the logistics status displaying "receipt".
2. Refund 100% order amount before shipping. If cancel an order in transit, the shipping fee (send & return) and customs charges (import & export) as well as service fees will be deducted from the order amount. Kindly please contact us for details.
3. Before any “Refund” or "Exchange", the original machine has to be returned to us first. And before any return, please write an email to us to get our approval and the shipping address. Any return without our prior approval will be rejected.
4. Please note: If there is any issue with your machine, please contact us and provide relevant information such as videos to get a solution. Please do not disassemble the machine by yourself. We do not accept any disassembly after sales.

Non-applicable Situations:

1. The product is not purchased on our official website
2. The product’s 2-years warranty has expired.
3. Customer not or refuse to return the product to us.
4. Without our permission or confirmation, disassembling the product to check or repair, which results in damage to the product.
5. Non-quality issues such as failure or damages caused by improper use of the customer, etc.