Returns and Refunds Policy
Return Eligibility
To be eligible for a return, items must be unused and in the original packaging. You must initiate the return process within 30 days of receiving your order. Items that have been damaged or altered in any way are not eligible for return. If you have any questions about whether your item qualifies for a return, please reach out to us.
How to Request a Return
To request a return, you must send an email to [email protected]. In your email, include your order number, the reason for the return, and any relevant photos if applicable. We will respond to your request within 3-5 business days with further instructions on how to proceed with the return. Please ensure that your email is clear and contains all necessary information to expedite the process.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We cannot guarantee that we will receive your returned item, and you are responsible for the item until it reaches us. If you receive a defective or incorrect item, please contact us immediately to discuss the return shipping costs.
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that depending on your bank or credit card company, it may take additional time for the refund to reflect in your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, you must return the original item and place a new order for the desired item. This ensures that you receive the correct product in a timely manner. Please follow the return process outlined above to initiate your return before placing a new order.
Non-Returnable Items
Certain items are non-returnable, including but not limited to customized or personalized products. If you have questions about whether an item is returnable, please contact us before making your purchase. We will provide you with the necessary information regarding the returnability of specific items.
Contact Information
If you have any questions about our Return and Refund policy, please do not hesitate to contact us via email at [email protected]. We are here to assist you and ensure that your concerns are addressed promptly. Thank you for choosing focussurfaces.com for your desk mat needs.