Refund policy

Cancelling Orders & Returns

Orders

We aim to dispatch orders as soon as possible once they have been placed. Therefore, we are unable to make any changes to your order once received, which includes changes to the delivery address, cancelling the order, and adding, removing or swapping items within the order. However, you have 14 days after delivery to return your items for a refund.

Returns

You have the right to reject your goods and return your order to us to obtain a full refund at any time until the expiry of the 14th working day after the date of delivery, by notifying us by email. The goods must be unused and in their original condition to receive a full refund.

We will arrange with you for cancelled goods to be returned to us, however we will not be accountable for the cost of returning these goods, this cost is your responsibility.

Once we receive your returned goods, we will credit your payment card the full price of the product within 14 working days of the date on which cancellation was originally given (provided payment has already been debited to your payment card). We will not refund the original shipping charges if a product is not faulty, damaged, or not as described. This applies whether the order has been returned to our facilities due to an incorrect delivery address being provided at the point of ordering, the maximum number of delivery attempts has been reached, items held at an access point have exceeded the maximum holding period, or you have chosen to cancel the order. Any deliveries rejected at the door will be returned to us by our courier partner. Upon receipt, a full refund of the product cost will be issued, excluding shipping costs.

Subscriptions

You will receive an upcoming billing reminder 3 days before your scheduled renewal date, which will include a link to access your subscription portal. All changes - including product swaps, address updates, skipping a renewal, or cancelling your subscription - must be completed through your subscription portal at least 24 hours before your scheduled renewal date.

All recurring subscription orders that have not been cancelled or amended at least 24 hours prior to renewal are non-refundable under all circumstances, unless explicitly approved by Focul. Once your subscription has renewed and payment has been processed, that order will be treated as a standard order and cannot be modified.

To receive a refund on a subscription order that qualifies under our returns policy, items must be returned in the same condition in which they were received - unused and in their original packaging - within 14 working days of delivery.

If you wish to cancel your subscription, please refer to our Cancellation Policy.

Damages & 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. Please note all issues, damages, and undelivered items must be reported to the team within 7 days of delivery as shown on your tracking link.

Refunds

Once we have received and inspected your return, we will notify you of whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund. If more than 15 business days have passed since your return was approved, please contact us.

60-Day Money-Back Guarantee

We’re confident in Focul and want you to feel comfortable trying it. That’s why we offer a 60-day money-back guarantee on your first purchase.

If, after giving Focul a fair trial, you feel it hasn’t been the right fit for you, simply contact us within 60 days of your original purchase date and we’ll be happy to review your refund request.

Please note:

- The guarantee applies only to your initial purchase with Focul.

- By placing any subsequent order (including subscription renewals or additional one-time purchases), you acknowledge that you wish to continue using the product and your money-back guarantee will no longer apply.

- Any additional unopened products may still be returned in accordance with our standard Returns Policy.

If you have any questions, please reach out to our customer support team at contact@foculsupport.com.