Refund Policy

REFUND POLICY

While we are sure that you will love our merchandise products, we understand that sometimes things go wrong!

Please note this refund policy applies only to merchandise products sold through the Focus Online Store, and does not apply to any other items such as (but not limited to) Focus Plus Subscriptions, Competition Entry Fees, or any other non-physical and / or non-merchandise products.

We want you to be satisfied with your orders, so we provide a 30 day refund guarantee as defined below, if an item is damaged and/or defective.

As long as the refund policy outlined below is followed, you may return damaged and/or defective products for a refund of the product price, less any original shipment/freight costs incurred by us for shipping the product(s).

• Strictly no cancellations, exchanges, returns or refunds for change of mind reasons. This includes the customer selecting and ordering incorrect items, including incorrect product sizes, colors, or other such product variant characteristics.
• Please ensure you order the correct size, using the size charts provided on our website and product pages. We do not refund or provide exchanges for incorrect sizes being ordered. If in any doubt please check with us before placing orders.
• Once you have submitted an order, you may not cancel or edit that order. We cannot guarantee any such order cancellations or changes, as our automatic order fulfilment and shipment process will have begun.
• We do not price match, negotiate on prices or provide refunds, returns, cancellations or exchanges based on price. e.g. If a customer decides they found a product cheaper elsewhere. This will be treated as a change of mind reason.
• Strictly no refunds are given for orders which are in transit through our supply chain.
• Exchanges and refunds will only be allowed if the product(s) is damaged.
• In the case of orders which are missing or damaged in transit, we reserve the right to re-send replacement packages instead of providing refunds, including initial shipping and handling costs. If we are unable to replace or exchange orders, we undertake to reimburse your payment method for the amount initially charged by us NOT including shipping and handling charges, or any fees charged by your credit card service.
• No replacement orders or refunds will be provided for shipments which the customer claims to have not received, but have been marked as delivered, as per our tracking information. It is the customer’s responsibility to ensure that their delivery address is secure and deliveries are accepted by an authorised representative.
• No replacement orders or refunds will be provided for delivery issues caused by incorrect address details provided by the customer at the time of placing the order.
• Any orders returned or seized by customs due to customs issues and / or duties will not be refunded.
• Custom Orders and personalised products are final sale and strictly non-refundable.
• We also cannot refund these products: any consumable goods, perishable goods such as food, flowers, newspapers or magazines. We also do not refund products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases, gift cards, downloadable software or digital products.
• Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded.
• Customer must contact our support team, through the contact form on this website, within 30 days of initial purchase, in order to obtain a return authorisation to our facilities.
• Customer may be required to provide a photo or video of the any product defect (if applicable). Failure to provide the information requested by our support team will result in any refund request being denied.
• All returned merchandise must be accompanied by the Return Merchandise Authorisation (RMA) number and shipped to the address we provide, if we determine your order qualifies for a refund under this policy.
• You are responsible for all return shipping/freight charges, any initial shipping and handling charges will not be refunded.
• All returned shipment packages MUST include a tracking number. Refunds will not be provided for packages that were returned without tracking.
• Returns will ONLY be granted for items in unopened and unused condition in the original packaging including any accessories, manuals, and documentation.
• Returned items must be in the original condition, or and cannot be missing parts or have been damaged. Items with issues  including stains, folded cards, broken seals/plastic foil broken, will not be accepted.
• Each customer is restricted to receiving a single refund. To prevent abuse, repetitive refunds are not permitted and we reserve the right to refuse a refund to any customer who repeatedly requests refunds.
• Once the returned merchandise is received by our Returns Department, and if all the above requirements are satisfied, refunds owing will be processed to the order’s billing customer via the order’s original payment method. Please allow up to thirty (30) days for processing.
• After 30 days of initial purchase, all sales are final. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund, return or exchange.

Please DO NOT return product(s) without prior approval. Any product(s) returned to us without following the process above, and without prior approval will not be refunded.

If the condition of the product(s) shipped back to us is not in acceptable condition, we reserve the right to not provide refunds or exchanges and we reserve the right to deny any return and/or exchange.

If the above conditions have been met, please contact our support team, through the Contact Form on this website.