Last updated: September 29, 2026

This policy applies to purchases made at www.focuscarryedc.com. For a return, refund, exchange, or order problem, email support@focuscarryedc.com with your order number and a brief explanation.

At a glance: You have 30 calendar days to request a change-of-mind return, with the day after delivery counted as day 1. Approved change-of-mind returns are sent to our designated return location in China, and you pay the international return postage. We do not charge a restocking fee. Separately, qualifying material and manufacturing defects are covered by our 90-Day Limited Warranty starting on the day you receive the product. Different rules apply to damaged, incorrect, or missing items, as explained below.

1. Change-of-mind returns

If you change your mind or ordered the wrong item, contact us within 30 calendar days, starting the day after you receive it. To qualify for this voluntary return option:

• The product must be free from damage and wear caused by use beyond reasonable inspection.
• All components and included accessories must be returned. Opening the package for reasonable inspection does not, by itself, make an item ineligible.
• You must provide an order number or another reasonable proof of purchase.

Please include the original packaging when available. If it is unavailable, contact us about suitable protective packaging. Items damaged through misuse, unauthorized modification, or inadequate return packaging may not qualify for a change-of-mind refund. This does not exclude a claim for a defect or problem that was not caused by you.

2. How to send a return

1. Email support@focuscarryedc.com with your order number, the item you wish to return, and the reason.
2. Wait for our return instructions and the correct return address. Please do not send the parcel to the address on the shipping label or our contact address without instructions.
3. Send the approved return within 14 calendar days after you have received both our return authorization and a usable return address. If these arrive separately, the period starts when you have both. Any delay by us in supplying complete instructions will not shorten your return period. Use a tracked service, provide the tracking details, and keep proof of shipment. The parcel must be sent within this period; it does not have to reach China within 14 days. A longer period applies if we agree to an extension or the law requires it.

When an international return is required, return shipping costs can be substantial. For a change-of-mind return, you arrange and pay for this postage; we do not provide a prepaid label. We will give you the destination details before you send the parcel so you can obtain a carrier quote. Any optional insurance or premium return service you select is at your expense.

Please use accurate customs information and follow the carrier's return instructions. We will not ask you to misstate the contents or value. Contact us if a return encounters a customs or delivery problem.

3. Refund amounts for change-of-mind returns

For an eligible return, we refund the amount actually paid for the returned item after discounts, together with any related sales tax that is refundable. An original standard shipping charge that was disclosed before purchase and relates to delivery already completed is not refunded for a change-of-mind return, unless required by law. We do not charge a restocking fee, deduct our payment-processing fees, or retrospectively charge outbound postage that was offered free with your order.

Items bought with a discount or promotional code follow the same return rules. A discounted purchase is not automatically a final sale.

4. Defective, damaged, incorrect, or incomplete orders

Please inspect your order after delivery and contact us as soon as you notice a problem, preferably within 30 calendar days. Explain what happened and provide your order number. Photographs of the item, packaging, or shipping label can help when reasonably available. An unboxing video is not required.

For a verified problem present on arrival, you may choose a refund for the affected item or affected part of the purchase. If a missing essential component makes the entire item unusable, you may choose a refund for that item. We may instead supply a missing component or replacement with your agreement; we will not require you to accept a replacement instead of this refund option.

We cover reasonable, necessary return or replacement shipping costs for a verified defect, transit damage, wrong item, or missing component. Contact us before paying for postage or sending a product back. We will explain the applicable return instructions and cost arrangements. The reasonable, necessary return shipping costs of a verified product or fulfillment problem are our responsibility.

If a refund is the agreed or legally required remedy, it includes the affected item's purchase price, refundable related sales tax, and the outbound shipping charge attributable to that item. If the whole order is affected and refunded, we refund the original outbound shipping charge in full. We do not deduct our payment-processing fees.

The 30-day change-of-mind window and the request to report problems promptly do not shorten any rights or remedies that apply by law, including rights concerning defects discovered later.

A qualifying material or manufacturing defect reported after day 30 can still be covered by our 90-Day Limited Warranty. The warranty claim period is separate from the voluntary change-of-mind return window.

5. Delayed, lost, or undelivered orders

Our estimated delivery time is 10–15 calendar days after payment, including the normal 3–5 calendar day processing period. If your order has not arrived by the end of that estimate, or tracking indicates a problem, contact us. We will investigate with the carrier and keep you informed.

If the carrier confirms that your order is lost, we will offer a refund without making you wait for the 30-day point or for the carrier to compensate us. A replacement shipment at no additional cost is available if you expressly choose it.

If 30 calendar days have passed since the parcel was actually handed to the carrier, it has not arrived for a reason outside your responsibility, delivery to the agreed address cannot be established, and there is no reliable delivery arrangement, we will offer a refund. Creating a shipping label does not start this 30-day period. We will only extend the wait or send a replacement with your express agreement.

If you do not choose to wait longer or receive a replacement, we will notify you and proceed with the refund, including when you do not reply. We will initiate that refund within 5 business days after notifying you of the default refund decision. This process does not limit an earlier remedy required by law.

A refund for an entirely undelivered order includes the amount paid for the products, outbound shipping, and any sales tax collected. For an undelivered part of an order, we refund the affected amount and any related refundable shipping and tax.

If tracking shows delivery but you cannot locate the package, contact us promptly so we can investigate the delivery details. We will normally provide the available delivery evidence and a handling decision within 7 business days after you report the issue. A delivery scan alone will not prevent us from reviewing evidence of misdelivery. Address errors, refusal, and customer collection issues are handled as described below.

6. Incorrect addresses, refusal, and returned parcels

Please check your delivery address before placing an order. If you discover an error, contact us immediately. We will try to correct it before the parcel is handed to the carrier. After handover, a change or interception may not be possible.

If a parcel is returned because of an address error you provided, refusal unrelated to a product or delivery fault, or failure to collect the parcel, we will contact you about reshipping or a refund. Any additional reshipping cost will be explained and agreed with you before reshipment. If you choose a refund after the parcel is returned, we refund the eligible product amount and refundable related sales tax; original outbound shipping is not refunded unless required by law. We do not add a restocking or payment-processing fee.

If a parcel has not been recovered and the loss was caused by incorrect information you supplied, we will review the circumstances and applicable rights before determining the remedy. You will not bear additional costs caused by our own addressing or fulfillment error.

7. Order cancellations

You may cancel an order before it is handed to the carrier by emailing us with your order number. A successfully canceled, unshipped order receives a full refund, including any shipping charge and sales tax paid. Printing a shipping label does not, by itself, make an order ineligible for cancellation.

Once the parcel is with the carrier, cancellation or interception cannot be guaranteed. Contact us for available options. An eligible change-of-mind return remains available after delivery.

If we cannot ship within the stated processing period, we will notify you and offer an updated shipment option or cancellation and a refund, obtaining any delay consent required by law. We will not replace a refund you are entitled to with a coupon or store credit without your agreement.

8. Exchanges

For a change-of-mind exchange, request a return and place a separate order for the item you want. The original purchase is refunded under this policy after the return is approved and processed. This separate-purchase process does not apply when we arrange a replacement to resolve a verified product or fulfillment problem.

9. Refund processing and timing

For a return or product claim, we will assess the request and notify you of the outcome within 5 business days after receiving the information reasonably needed to assess it. If a physical assessment is reasonably necessary, we will explain why and provide return instructions. We will not use unnecessary information requests to delay a decision. Delivery investigations follow Section 5. When a physical return is required, we will inspect it and notify you of the decision within 5 business days after it reaches the return address we provided. If a refund is approved, we will initiate it to the original payment method within 5 business days after approval. For other approved refunds, that five-business-day period starts when we confirm the refund. For a default refund following an undelivered order, it starts when we notify you of that decision as described in Section 5.

If a replacement is the agreed solution, we will dispatch it within 5 business days after that solution is agreed. If we cannot meet this timing, we will notify you and offer a refund or a new timing that you expressly accept.

For a canceled, unshipped order, we will initiate the refund within 5 business days after cancellation. If applicable law requires a refund sooner or imposes a separate deadline, that requirement takes precedence; an internal review or approval step will not extend it.

For these refund administration periods, business days are Monday through Friday, excluding public holidays at our Shenzhen support location. Payment providers and banks may take additional time to post a refund. If you have not received a refund confirmation within the applicable period, or the refund has not appeared within 10 business days after our confirmation, contact us so we can help trace it.

If the original payment method cannot receive the refund, we will work with you and the payment provider on a lawful alternative. We do not require acceptance of store credit in place of a monetary refund.

10. Our 90-Day Limited Warranty

New products purchased directly from our store are covered for qualifying defects in materials or workmanship under normal, intended use for 90 calendar days, starting on the day you receive the product. Coverage is for the original consumer purchaser or original gift recipient and includes normal office use. Secondhand purchases are not covered by this voluntary warranty. Original included components are covered for manufacturing defects; normal wear and the ordinary consumption of ink, tips, or other consumables are not covered.

Report the issue to support@focuscarryedc.com within the warranty period with your order number or other reasonable proof of purchase. Covered claims are resolved through a replacement component, replacement product, or refund, as appropriate. Necessary return and replacement shipping costs for covered claims are our responsibility, subject to the arrangements we provide before you send anything back. A claim reported on time can be resolved after the period ends.

Using a compatible refill or tip, routine maintenance, or a third-party repair does not automatically void coverage. Damage actually caused by an incompatible part, improper repair, misuse, or modification is excluded, but an unrelated original defect remains eligible.

A replacement product or component is covered for the remaining original warranty period or 30 calendar days starting on the day you receive the replacement, whichever is longer.

Read Section 12 of our Terms of Service: FocusCarry 90-Day Limited Warranty for the complete coverage, exclusions, claim process, timing, replacement coverage, and legal rights. The 90-day warranty does not extend the change-of-mind return window to 90 days, and neither period limits rights that cannot lawfully be excluded.

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