Refund Policy
Last Updated: 18th October 2025
At Focus Official, we are committed to providing excellent customer service. If you are not completely satisfied with your purchase, we are here to help. This Refund Policy outlines the terms under which we accept returns and provide refunds.
1. Returns
You have the right to return your order within 14 days from the date you receive your goods. The following conditions must be met for a return:
The item must be in its original, unused, and undamaged condition.
The item must be returned in the original packaging, with all labels and tags attached.
Items such as personalised products and gift cards are exempt from returns unless they are defective or damaged.
To initiate a return, please contact our customer support team at care@focusofficial.co.uk. We will provide you with the necessary instructions to return your item.
2. Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, we will process a refund to your original payment method.
Refunds will be issued within 14 days from the date we receive the returned item.
Shipping costs for returns are the responsibility of the customer unless the item is defective or we have made an error in fulfilling your order.
We are unable to refund shipping costs unless the item is defective or damaged.
3. Exchanges
If you wish to exchange an item for a different size or product, please follow the return process outlined above. Once the return is received, we will issue a refund, and you can place a new order for the desired product.
4. Defective or Damaged Items
If your item is defective or damaged upon arrival, please contact us within 7 days of receiving the item. We will arrange for the return of the damaged item and provide you with a replacement or a full refund, including any shipping costs.
5. Non-Refundable Items
Certain items are non-refundable, including but not limited to:
Gift cards
Personalised or custom-made products (unless faulty)
Sale or clearance items
6. How to Contact Us
If you have any questions about our refund policy or wish to initiate a return, please contact us at:
Focus Official
Email: care@focusofficial.co.uk
Website: https://focusofficial.co.uk/