Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@fokuse.com. Please note that returns will need to be sent to the following address: 3902 SW 119th Ave, Miami FL 33175
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@fokuse.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return Procedures and Costs:
1. Upon approval of the return, please repack the machine and all accessories, and provide photographic or video documentation.
2. The item must be shipped back within 30 days of return approval; failure to do so will be considered a forfeiture of the return request.
3. Allocation of shipping costs and warehouse restocking/refurbishment fees:
Issues arising from customer use (signs of use or wear):
If the returned item is complete (unit and accessories) but shows obvious signs of use, the customer is liable for return shipping costs plus a fee not exceeding 20% of the original product value.
If the returned item is missing the main unit or accessories and shows obvious signs of use, the customer must compensate the seller for the missing items at their original value, in addition to covering return shipping costs and a fee not exceeding 20% of the original product value.
If the returned item exhibits severe functional or cosmetic damage, the customer is liable for return shipping costs plus a fee not exceeding 50% of the original product value.
Issues caused by the merchant or shipping/transit:
The customer is not liable for restocking or refurbishment fees but is responsible for return shipping costs.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know the refund situation and deduction amount based on usage. If the refund is confirmed, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@fokuse.com.