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Return Policy

Return DOA (Dead on Arrival) Item


Policy: Any products, regardless of the guarantee offered, dead on arrival (incorrect usage excluded) within 5 days after delivered or 45 days after shipment if the delivered date is not traceable (The order shipment date and order notification are provided to you by email). 


Details: To complete the process, we need the following documents:

1. Both sides of custom declaration if you have. 

2.RMA requests should include the following information: Order ID, Item SKU, reason for return (including images). 

3. To clarify the package is intact or not on delivery.


You can follow the steps below to upload the documents:

The step is as follows: Log in "My Account" on www.focalprice.com→"Customer Service" →"RMA Requests" →"Submit" Upload →"the documents and the message".


We will appreciate if you can provide more details, that would help us to investigate and avoid the same situation occur again. 

And, we will keep in touch with you until the process is completed.


Return Incorrect Item Received


Policy: If the item you received is completely different from the one you ordered, please contact us via our Customer Service and provide us with the picture to show the mistake.

If return is necessary, please make sure that the incorrect item you returned is wrapped in the original package and the product is in the same condition. However, if you find it useful and prefer to keep it but the price doesn't satisfy you, you can contact us.


Details: To complete the process, we need the following documents:

The step is as follows: Log in "My Account" on www.focalprice.com→"Customer Service" →"RMA Requests" →"Submit" Upload →"the documents and the message".


If there are one or a few accessories of the item missing, please display all the accessories of the item in one picture and send it to us.

If there's missing items in the parcel, the second document won't be necessary.

You can follow the steps below to upload the documents:

1. Sign in with your Focalprice account on www.focalprice.com

2. Go to Customer Service

3. Select RMA Requests

4. Select the Type of Email: Wrong or Less Items received

5. Upload the picture and the message.

We will reply your message within 24-48 hour to process with the information you uploaded. Because different batches of the products, item logo or packaging you received may be different from the one displayed on our website. If the main functions or appearance of the product proved to be consistent, please understand the case which won't be applied in this policy.


Return Defective Item


Policy: We try our best to make sure the products shipped to our customers are in the best condition. If your product turns out to be defective (physical damage or incorrect use excluded), and the product is going to be returned, please note that customers should take responsibility for the return postage.

Details: All customers should contact us by Customer Service before returning any item(s). FP will not be responsible for returned item(s) without notifying us in advance. When contacting us please include the following information:

1 Photos of the front and back of the packaging envelope or box 

2 The picture of the SKU and order number of the item 

3 Photo, video or screenshot of the defective item 

4 Photo, video, screenshot, or description of the defect or defective area


-- Within 90 days from the date of shipment

Policy: Upon being returned, the defective item will be repaired or replaced, or partially refunded. Return shipping fee will be sole responsibility of the customer.

Detail: If the product turns out to be defective within 180 days from the date of shipment, and customer returns the product to us, please note the return shipping costs will be on your sole responsibility. We will pay the shipping fees that we resend the products to you. However, depreciation fees and/or handling fees are needed for replacement or refund.


-- After 180 days from the date of shipment

Policy: Upon being returned, the defective item will be forwarded to the factory for repair or replacement. The shipping cost both ways will be covered by customers.

Detail: If the item becomes defective after 180 days from the date of shipment, we don’t suggest customers return the products as the warranty is expired, but customers are still allowed to send the unit back to us as long as the product is still on sales. We will help forwarding the item to the manufacturer for repair or replacement after the product arrives at our warehouse, the shipping cost both ways have to be covered by customers. Any cost incurred during the process will be at customer’s expense as well. Depreciation fees and/or handling fees are needed for replacement or refund.


Return Unsatisfied Products


If you are unsatisfied with the items you purchased, then just return it within 5 days of receipt for a full refund or an exchange. If the defection is not a result of our fault, customers will be required to cover shipping costs both ways. 

And please make sure the items you send back to us is in the original packaging, and the merchandise is in the same and good condition.

The return address and shipping fee, please contact our CS staff to further confirm it.


Important Notes:

1. All customers should contact us by Customer Service FP will not be responsible for returned item(s) without notifying us in advance. When contacting us please include the following information:

1). Sign in with your Focalprice account on www.focalprice.com

2). Go to Customer Service

3). Select RMA Requests

4). Upload the picture and the message.

Please note that customers should take responsibility for the return postage.


2, Please keep all packaging material as they're needed for returns. After returning the products, please provide us the tracking number of the returned package, if there is no tracking number available, a picture of shipping receipt is necessary.


3, Refunds can be taken as cash through your original paid account or FP Points. FPpoints refund does not cause any additional fees and does not expire.


4, Please use the cheapest way to ship the item(s) back. The sender is responsible for all the consequences such as tax if customers don’t notify us before returning the products via DHL, EMS, UPS and FedEx express. And express courier services such as DHL, EMS, UPS and FedEx etc. are NOT eligible for return shipping cost reimbursements. 


5, Please remember to include a note in your returned package indicating the following details: 

1) Your order number; 

2) The returned SKU;

3) Original tracking number;

4) Your return reason, address and telephone number.

This note will help expediting the case processing time for you.


6, If the warranty period/return policy in a specific category/product detail page is different from the policy above, please contact with our CS.


7, Return Address and shipping cost: please contact FP Customer Service to confirm the address first. Generally it costs no more than 20USD if you send back by regular airmail; please contact your post office directly to confirm the cost.


8, If you are not completely satisfied with your purchase which is not defective or damaged, you may return the item(s) within 7 days from the receipt of your shipment (Returns must be in the original box with all contents). Any cost incurred during the process will be at customer’s expense, besides, depreciation fees and/or handling fees is needed for replacement or a refund of the item value.


9, FP reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the forum/Policy Page/HELP section to keep the customers informed.

Delivery type and time

Total delivery time is composed of two parts: processing time and actual shipping time.

Processing time refers to the time from when your payment is received to when we gather up all the items and pack them. The second part is the actual shipping time. This is the time that it takes for the package to be delivered by the couriers to the major destination. Our processing takes 24-48 hour normally, while shipping time depends on the Shipping Method you choose.

Free Shipping

Focalprice offer Free Shipping for all the products if the package's weight is less than 2KG. Generally, the Free Shipping option is sent via Airmail or China post and delivery takes about 7-25 working days to major destinations. Since all post offices that offer international airmail services do not guarantee delivery time for Airmail parcels, the delivery time is provided for reference only.

Expedited Shipping

For urgent orders, the Expedited shipping option (which takes 5 to 7 days) is best choice for you, and we will process your orders in priority.

User Agreement and Disclaimer

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS SITE.

Access to and uses of this site are subject to the following terms, conditions and all applicable laws. Please review these terms and conditions on a periodic basis, as they are subject to modification, alteration, or update at any time and at the sole discretion of Focalprice. If you do not agree to any term or condition, you should not use this site.

Trademark Notice

Focalprice.com is a registered trademark. All other products and company names referenced herein, if any, may be the trademarks of their respective owners. Focalprice does not authorize the use of any trade name, trademark, registered trademark, logo, or any copyrighted material referenced herein for any purpose whatsoever, including non-commercial applications.

Restriction on Use

No permission is granted for use the materials, information, text or graphics, and/or to hyperlink other websites with this website, or to use the materials on your website in any way or for any reason without prior specific authorization from Focalprice.com.

Disclaimer

There are certain risks in using any information, software, or products found on internet; and Focalprice cautions you to be certain that you completely understand these risks before retrieving, using, relying upon, or purchasing anything via internet.

Visitors to this website assume all responsibility and risk for the use of this website. Information published on this website is provided without charge as a convenience to visitors, to be used for informational purposes only. 

Limitation of Liability

Focalpriceis not responsible for any infections, contaminations, delay in operation or transmission, line failure, errors, omissions, interruptions, or defects arising out of your use of this site or with respect to the material provided and/or contained on this site.

In no event shall Focalprice be responsible for any special, direct, indirect, incidental, or consequential damages, or any other damages of any kind, resulting from whatever cause, including but not limited to loss of use, loss profits, or loss of data, whether in an action under theories of contract, negligence, strict liability, or otherwise, arising out of or in any way in connection with the use of or inability to use the information or materials on, or accessed through, theFocalprice Web Site.

Custom Rights

1. Customer who purchases the products is responsible for paying these customs rights, and of the possible paperwork involved. 

2. Customers are required to keep close track on their packages. If there is any delay in receiving a package, you will need to contact the designated courier services agency or immediately inform us in order to ascertain the reason for the delay. 

3. We will not be responsible or liable if the package is shipped back to us, damaged or confiscated due to problems with custom clearance. Therefore, please check with your country's custom for their specific custom laws. 

4.We will not be responsible or liable for damaged packages or those shipped back to us in the event that the designated courier service fail after several attempts to deliver your package(s) due to your absence to collect the package(s) from the given destination address. 

5. The responsibility of the seller stops when the product has been shipped off to the address specified by the customer