Please first read the following after-sales terms to better understand the FocalPrice warranty policy:
Item(s) missing completely or partially from an order
Physical damage on the product’s surface or shell
3．Wrong Product Received
Product received is completely different from the FocalPrice description
4. Verified Functional Failure
Failure that makes the device unusable, for which repairing requires changing critical
components such as the board, screen, reset cables, etc.
5. Customer Induced Damage
Damage caused by customer's incorrect operation or insufficient protection, including but not
limited to broken screen, water damage, scratches, rust etc.
6. Defective Product Claim
Product is claimed to be defective by the customer, but passed initial quality control inspection
by FocalPrice engineers
7. Out Of Warranty
Products that are no longer covered under warranty
8. Non-Authorized Return
Customer returned the product(s) without FocalPrice authorization (RMA Approval)
9. Warranty Period
The period of time between the shipping date (as recorded on the FocalPrice website) and the RMA application date
The warranty period for major products is as follows:
The 3-month or 6-month warranty period for both replacement and repair begins as of the delivery date. The delivery date is the shipping date specified in your "Order List" under “My Account”.
Points to Consider:
1. An RMA request for "missing item(s)"," cosmetic damage" and "wrong product received" should be submitted within 90 days from the order delivery date. After this period, RMA requests will not be processed.
2. If the returned products cannot be repaired due to serious damage or defect, FocalPrice will send the original defective item back to the customer.
3. Please check your products carefully upon receipt of the parcel and immediately inform us of any issues.
4. Please keep in touch with our staff while your RMA Request is being resolved. If an RMA application has not been updated in more than two months, we will regard it as abandoned by the customer and the case will be automatically closed.
5. When ordering products on FocalPrice.com, product manuals, instructions and safety warnings may not be in the destination country language; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards. Please confirm that the adapters and other standards are correct for your country before ordering.
All international returns can be returned back within 14 days upon receipt of the order,unless if the problem is caused by an improper usage or accidental damage caused by yourself.
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.
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.
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.
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:
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, 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.
4, 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.
5, If the warranty period/return policy in a specific category/product detail page is different from the policy above, please contact with our CS.
6, 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.
7, 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.
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.
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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