Use the request form on this page or email support@focuscarryedc.com. Include your order number or other reasonable proof of purchase, the affected item, and what you need help with. We reply within 48 hours. Please wait for our approval before sending anything back.

You have 30 calendar days, with the day after you receive the order counted as day 1. This is the deadline to request a return. After you receive our approval, you have 14 calendar days to send it back with tracking; it does not have to arrive within those 14 days.

Yes. Reasonable inspection and opening the packaging do not, by themselves, make an item ineligible. The item must be free from wear or damage caused by use beyond reasonable inspection, and all included components and accessories must be returned. A discounted purchase follows the same rules and is not automatically a final sale.

Please include it if available. If it is unavailable, contact us about suitable protective packaging. Pack the item securely so it is protected during the return journey.

Approved returns go to: Shenzhen Jinguiyan Technology Co., Ltd., Building 2, Yongxin Times Plaza, Intersection of Yongbin Road and Nanguang Road, Dengliang Community, Nanshan Subdistrict, Nanshan District, Shenzhen, Guangdong 518000, China. Please write your order number on the outside of the parcel, and do not send it to the sender address on your original shipping label. For a change-of-mind return, you arrange and pay the international return postage, which can be substantial; you can get a carrier quote using the address above. For a verified product or fulfillment problem or a covered warranty claim, we cover reasonable, necessary return shipping costs. Contact us before paying for postage so we can confirm the arrangement.

Contact us as soon as you notice the problem. For a verified problem present on arrival, you may choose a refund for the affected item or part of the purchase. If an essential missing component makes the whole item unusable, you may choose a refund for that item. A missing component or replacement shipment is an alternative only with your agreement.

No. Photos of the item, packaging, or shipping label can help us assess the issue when reasonably available. If a requested photo or video is not accessible to you, tell us so we can agree on another reasonable way to review the problem.

An eligible refund uses the amount actually paid after discounts, plus related refundable tax. For a quality-related refund, the applicable original shipping charge is also refunded; if the entire order is affected and refunded, we refund that charge in full. For a change-of-mind return, a disclosed original standard shipping charge for delivery already completed is normally not refunded. We do not charge restocking, inspection, or payment-processing fees, or claw back shipping originally offered free. See the full policy for lost orders, cancellations, and partial refunds.

We review the information reasonably needed for a request within 5 business days, or inspect a necessary physical return within 5 business days after it arrives at the address we provided. Once the refund is approved, we initiate it to the original payment method within another 5 business days. Your payment provider or bank may take additional time to post it. These are separate stages, not a promise that the money will arrive within 5 business days of your first message.

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 our return policy. A replacement arranged for a verified product or fulfillment problem does not require you to buy the item again.

Yes. Email us as soon as possible. If the order has not been handed to the carrier, we will cancel it and refund the products, shipping charge, and sales tax paid. We initiate the refund within 5 business days after cancellation. Printing a shipping label alone does not mean carrier handover. After handover, cancellation or interception cannot be guaranteed.

Contact us if it is overdue against the 10–15 calendar day estimate from payment. Confirmed loss is handled without waiting for day 30. If 30 calendar days have passed since actual carrier handover, the delay is outside your responsibility, delivery cannot be established, and there is no reliable delivery arrangement, we offer a refund. Waiting longer or reshipping requires your express agreement. If you do not choose either, including if you do not reply, we notify you and initiate a refund within 5 business days after that notice. Read the Shipping Policy for details.

Contact us promptly with your order number and any relevant details. We will investigate the delivery evidence and normally provide that evidence and a handling decision within 7 business days after your report. A delivered scan does not stop us from reviewing possible misdelivery.

Our 90-Day Limited Warranty covers qualifying material and manufacturing defects under normal intended use, including ordinary office use. The 90 calendar days start on the day you receive the original product, which counts as day 1. Report a covered problem within this period; an on-time claim can be resolved after it ends. Normal wear, used-up consumables, and damage actually caused by misuse are excluded. This warranty is separate from the 30-day change-of-mind return window.

Yes. The original gift recipient is covered, with an order number or other reasonable proof of the original purchase from our store. Secondhand purchases are not covered by this voluntary warranty. Any refund is normally returned to the original payment method, not automatically paid to the gift recipient.

We dispatch an agreed replacement within 5 business days after the replacement solution is agreed. If we cannot meet that timing, we offer a refund or another timing you expressly accept. 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.

No. Compatible refills or tips, routine maintenance, and a third-party repair do not automatically void coverage. Damage actually caused by an incompatible part, improper repair, or modification is excluded, but an unrelated original defect remains eligible.

For complete conditions, read our Return & Refund Policy and 90-Day Limited Warranty. Business days are Monday through Friday, excluding public holidays at our Shenzhen support location. Nothing in these answers limits rights that cannot lawfully be excluded.