Focus Birmingham’s Retail Products returns policy

These terms do not affect your statutory rights. You can contact your local authority Trading Standards or Citizens Advice Bureau for further information at CitizenAdvice.org.uk

Cancelling or amending your order

Cancellations or amendments cannot be made between placing your order and receiving your goods or services; this includes address changes and adding or removing items from the order

You can cancel your purchase within 14 days, from the day after you received the item. Once you have received your order and wish to return for a refund, please see the guidance under “Returning your product because it’s unsuitable”.

Manufacturer's warranty

Where a product comes with a manufacturer’s warranty, please do not complete the registration paperwork until you are sure that you wish to keep the product. Return the unregistered item in as new condition within 14 days of receipt if you do not wish to keep it.

For warranty claims, please follow the guidance and contact information on your warranty card.

Returning your product because it is unsuitable

Your right to return within 14 days

If you have changed your mind about keeping your purchase, please inform us within 14 days from the day after you received the item(s).

Please return the item(s), at your own cost, within 14 days, and we will give you a refund. See Returns postage costs for further information.

We reserve the right to deduct an amount from the refund if you have diminished the value of goods by handling them beyond what is necessary to establish their nature, characteristics and function.

We will reimburse you with undue delay, and not later than 14 days after we receive the goods back from you.

Which products cannot be returned as unsuitable?

Where a product has been made to measure, or personalised for you, we are unable to refund or offer an exchange - unless it is faulty.

The following products will not be eligible for exchange or refund (unless faulty or not as described): 

  • Products which you received over 14 days ago.
  • Products which have been opened or their protective seals removed and cannot be returned for hygiene reasons.
  • Products that contain your personal data or have been manufacturer registered.
  • Computer software codes that have been redeemed or activated, or computer software that has been opened.
  • Products that have been combined with other goods after delivery so that they become inseparable. 
  • Where a product has been personalised for you or made to your specific measurements (bespoke and made-to-order items).

Software for computers, mobile phones and smart devices that has been opened, redeemed or activated. This is only returnable if the software is faulty. Where available you should request a free demonstration copy of the software before purchasing, to ensure it is suitable for your needs.

Bespoke items; these are made just for you and are non-returnable unless faulty.

Image capturing and recording products; we cannot accept these items back (unless faulty) if they contain material and content that you have saved to them. You must ensure the item is returned to factory settings and free of your personal data before returning it to us.

Returning your product because it has a fault

We reserve the right to have the product independently tested by a third party, prior to agreeing a suitable resolution.

If no fault is found the item will returned to you.

Where your item needs to be sent to our supplier for assessment and repair, this will increase the turn-around time to complete your return.

Faulty within 30 days

If your product develops a fault within 30 days of purchase, please contact us to arrange the return, and subject to confirming the fault, we can give you an exchange, repair or full refund, as per your preference. For online or telephone purchases we will refund the standard delivery charge provided you return the full order. If you are only returning some of the items on your order, we will only refund the cost of those returned items.

Faulty from 31 days and up to THREE months

If your item becomes faulty after 30 days, please contact us to arrange the return. Upon receipt, we will assess the fault and if confirmed will repair or exchange. 

If we are unable to repair or provide a suitable replacement, we will give you a full refund.

Faulty after THREE months and within guarantee period

If your item becomes faulty after three months, please contact us to arrange the return, faults deemed to be the result of fair wear and tear or product misuse are excluded. Upon receipt, we will assess the fault and if confirmed we will repair the item before returning it to you. If the item is non-repairable, we will offer you a partial refund or discount on a replacement.

Return postage costs

All items are returned to us at your own risk. You are initially responsible for the cost of returning the item to us; we will reimburse postage costs upon confirmation of the fault.  To be reimbursed, you must provide us with proof of postage and costs incurred. 

If it is a high value item, we recommend returning it to us by using one of Royal Mail's various delivery services or by courier, so that your parcel is insured against loss or damage. Please see Royal Mail's website for full details of their delivery services including costs and insurance value coverage.  If your return is lost in the post, you will need to contact the carrier and follow their claims procedure.  We will not reimburse postage costs for unsuitable item returns.

How to return a product

Please contact us and we will confirm where to send the item back to.  Please ensure you return the item within seven days to ensure there are no delays processing your refund. 

  • Include your name and address inside the parcel, in your preferred format to ensure we can identify the goods as coming from you.
  • Ensure the item is packaged securely for stable transit.

If we do not receive your product back within 30 days of your returns case being opened, we will close the case.

Damaged goods and packaging

On receipt of your goods, please ensure you open the packaging carefully and keep hold of it until you are sure that you are keeping the item.

Damaged packaging or goods

If the product is returned with user damage, or damage from insufficient packing for transit, we may be unable to give you a full refund or exchange and the product may be returned to you or a partial refund offered. 

Missing items

If the product is returned to us with components missing, we may be unable to refund or exchange, returning the product to you. Where the missing component can be replaced you will be charged the cost. Where the item can be sold as used or refurbished with missing parts, there will be a deduction from your refund based on the new retail value.

Damaged in the post - 7 days

If you receive an item which you believe has been damaged in the post, please contact us within 7 days of receipt of the item and we will confirm where to send the item back to.  On receipt of the item and confirmation of the postal damage, we will either refund or exchange. If the item is found not to be damaged, it will be returned to you.

Standard delivery times

If you have not received your goods within 7 working days, please contact us at [email protected] or on 0121 478 5200 and will be able to help you.

Covid-19 measures: our suppliers are still operating and dispatching orders at this time. However, please be aware that Royal Mail and couriers are under increased pressure and their delivery timescales may be extended. Your order may take a few extra days to reach you.

Delivery charges

Where a product incurs a delivery charge this is highlighted in the product details and will be added to your order at checkout.